Front-line Support definition

Front-line Support means providing a point of contact for End Users and Marketing Partners, responding to operational and basic technical questions regarding the Software for End Users and Marketing Partners entitled to warranty or post-warranty support under section 9 of the Agreement, providing assistance in the installation of new versions of Software to End Users entitled to post-warranty support, performing basic diagnostics on problems reported by End Users or Marketing Partners entitled to warranty or post-warranty support and if unable to resolve any problem revealed by the diagnostics without access to the source code for the Software or additional technical expertise, providing the results of the diagnostics to Sonic to facilitate Sonic's resolution of the problem;
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Front-line Support means direct contact with End Users, handling inquiries, routine problem diagnosis and resolution by ASP support personnel trained in the Remedy Product or, in the event a problem can not be resolved, the obtaining of appropriate documentation of such inquiry or problem for referral to Remedy.
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Examples of Front-line Support in a sentence

  • The Parties acknowledge that N2P may provide such Frontline Support using e-mail and/or telephone support, at N2P's option.

  • N2P shall provide all frontline technical and customer support to ICQ Users as set forth in Exhibit B, including, without limitation, technical and customer support for ICQ Users who have problems with, or questions concerning, the installation, use, operation or maintenance of the ICQ IP Telephony Service (collectively, the "Frontline Support").

  • The VAP shall use its best efforts to: (i) successfully promote, and solicit orders for, the Products, the Front-line Support Services and the Product Maintenance Services on a continuing basis; (ii) comply with good business practices and all applicable laws and regulations; and (iii) diligently perform all other duties as mutually agreed upon herein.

  • N2P shall provide all frontline technical and customer support to AIM Members as set forth in Exhibit B, including, without limitation, technical and customer support for AIM Members who have problems with, or questions concerning, the installation, use, operation or maintenance of the AIM IP Telephony Service (collectively, the "Frontline Support").

  • Frontline Support also consists of assistance of the type that would be expected from a skilled support engineer, including assistance in finding specific answers to questions in FAQ documents or technical knowledge bases; determining if the reported problem applies to the supported Licensed Software or to the Named Application, and escalating an Error to Company for Backline Support, as necessary.

  • The VAP may use the Products and other related materials necessary for such Front-line Support Services during such two (2) month period.

  • Integrated Services Partner hereby grants to CloudBees a worldwide, non-exclusive, royalty-free license during the Term to: (a) allow Users to access and use the Integrated Service purchased via the CloudBees Ecosystem Platform, and (c) access the Integrated Service via the API for the purpose of providing Frontline Support for the Integrated Service to Users via the CloudBees Ecosystem Platform.

  • Notwithstanding anything to the contrary in Section 8.6, and provided that the VAP is not in breach of this Agreement, XACCT and the VAP will continue their obligations to each other for the purposes of providing Front-line Support Services to the VAP's Channels for up to two (2) months after the termination of this Agreement.

  • IBM 10 Perform Frontline Support (initial problem identification and analysis) including: a.

  • The VAP shall be responsible for advising its Channels of the upcoming termination of Front-line Support Services and redirecting them to either XACCT or alternate XACCT service providers as may be designated from time to time by XACCT.