First Level Support Services definition

First Level Support Services means the initial handling point of any end-user enquiry by FS2 and or its appointed representative/s;

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First Level Support Services means those services set forth on the Capital Novus Maintenance Program Requirements, as it may be revised by Capital Novus from time to time, to include telephone and e-mail help-desk and troubleshooting support to assist End Users with questions and problems such as those relating to the installation, configuration, use, optimization, and upgrading of the Products and any errors or problems arising in the Products.

First Level Support Services means using commercially reasonable efforts to respond to and solve basic user problems, such as: (i) responding to questions from its users regarding the Requirements or Documentation; (ii) responding to questions from users regarding the Software and attempting to diagnose failures; (iii) attempting to isolate the cause of the problem (for example, determining if the failure is the result of a configuration problem or user error); (iv) attempting to determine if a problem is a known problem; and (v) recommending fixes or other methods to restore operations to the user’s system.

Examples of First Level Support Services in a sentence

• For each End User License, Windward shall provide First Level Support Services described in Section 5.2. For ASP Licenses and ISV Licenses, Windward shall make available to Licensee only and not to Licensee’s Customers, Second Level Support Services as described in Section 5.4. ASP Licensee and ISV Licensees are responsible for providing to their Customers First Level Support Services as described in Section 5.2 and Section 5.3.

• Except as otherwise provided in a written Statement of Work to be agreed upon and executed by both parties, Customer and VNDLY agree to the terms in Exhibit B, that Customer will provide First Level Support Services to all of its Clients and Users, and VNDLY will provide Second Level Support Services to Customer, Clients, and Users.

• For each End User License, Apryse shall provide First Level Support Services described in Section 5.2. For ASP Licenses and ISV Licenses, Apryse shall make available to Licensee only and not to Licensee’s Customers, Second Level Support Services as described in Section 5.4. ASP Licensee and ISV Licensees are responsible for providing to their Customers First Level Support Services as described in Section 5.2 and Section 5.3.

• Capital Novus shall provide training classes that shall be optional to attend that will enable such employees to provide First Level Support Services, and additional training classes that shall be optional to attend that will enable such employees to provide Second Level Support Services.

• Unless otherwise directed by Customer in writing, or as agreed to in an applicable Statement of Work, VNDLY will reject any requests for First Level Support Services submitted by Customer’s Clients or Users, and Customer shall provide (and shall be solely responsible for providing) such support.

• Each employee who attends and successfully completes all First Level Support Services classes shall be designated a First Level Support Provider, and each employee who is a First Level Support Provider who attends and successfully completes all Second Level Support Services classes shall be designated a Second Level Support Provider.

• Capital Novus will provide First Level Support Services and Second Level Support Services in accordance with the Capital Novus Maintenance Program Requirements to the End Users that are up to date in their payment of the Maintance Fee.

• For each End User License, Windward shall provide First Level Support Services described in Section 5.2. For ASP Licenses and OEM Licenses, Windward shall make available to Licensee only and not to Licensee’s Customers, Second Level Support Services as described in Section 5.4. ASP Licensee and OEM Licensees are responsible for providing to their Customers First Level Support Services as described in Section 5.2 and Section 5.3.

• For each End User License, PDFTron shall provide First Level Support Services described in Section 5.2. For ASP Licenses and ISV Licenses, PDFTron shall make available to Licensee only and not to Licensee’s Customers, Second Level Support Services as described in Section 5.4. ASP Licensee and ISV Licensees are responsible for providing to their Customers First Level Support Services as described in Section 5.2 and Section 5.3.