L2 Support definition

L2 Support means development engineering support that requires access to the underlying source code of the SaaS Service software for resolution of technical issues escalated from L1 Support.
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L2 Support means the ability to resolve the majority of complex configuration problems by troubleshooting and simulation (i.e., recreates); resolution of most Hardware, and Software problems; determination of Product specification defects; provision of lab simulation and problem replication; perform interoperability and compatibility testing for new Software and Hardware releases prior to being deployed into production network; definition of an action plan for troubleshooting/resolution; provision of advanced support on all Software protocols and features; use external analyzing tools when appropriate; analyze traces and diagnostic data when appropriate; generate workarounds for Hardware and Software bugs (where present or alternate functionalities allow it) and troubleshooting bugs that were not diagnosed or resolved during First Level Support; and provide contact with complete steps to reproduce a problem in event of escalation to Third Level Support.
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Examples of L2 Support in a sentence

  • The Partner will remain engaged on the case post escalation and will work in partnership with Ava Security L2 Support until it is resolved to the Partners’ satisfaction providing regular updates on the case back to the customer.

  • VSI shall perform L1 Support, L2 Support, and L3 Support Services (as defined below) in accordance with the benefits and limitations of the relevant Service Tier purchased by Customer.

  • L2 Support Parablu’s L2 support team will respond back to the customer on the intial support request within the specified time frame.

  • L2 Support Team shall be responsible to provide second tier of technical assistance to end-users or customers encountering issues with Garaj Mail.

  • Ava Security L2 Support will only provide support and maintenance to partners for customers who have a current service contract.

  • All cases should be initially raised with the partner, if the partner is unable to find a resolution, the Partner may escalate the issue to Ava Security L2 Support team using the process detailed later in this document.

  • L3 Support The L3 Support team are Subject Matter Experts in their area of work and will assist the L2 Support team for solving complex or new issues.