Frontline Support definition
Frontline Support means basic technical assistance, basic technical troubleshooting and high-level analysis during Level 1 and Level 2 support as described in Exhibit B.
Frontline Support includes EMC's initial direct contact with the end-user, call logging, entitlement verification, problem definition and isolation, determination of whether a solution is contained in the end user documentation, review of symptoms in the Brocade Knowledge Base for known resolutions, problem escalation to SUPPLIER, and closing the case with the end user after problem resolution.