L3 Support definition

L3 Support means the ability to resolve unknown problems such as problems reported to TAC for the first time in which no documentation exists for the problem on Cisco.com or any other format; resolve problems associated with an identified bug that is not yet published on Cisco.com; generate workarounds for Hardware and Software bugs and troubleshooting bugs that require a specialized expertise level beyond First or Second Level Support; issue reproduction with complex lab simulations; provide or interface with Product and/or Software development engineering support for resolution of Product defects; and identify interoperability issues that may be caused by 3rd party software/hardware.
View Source

Examples of L3 Support in a sentence

  • Licensor shall continue to provide L3 Support to all existing customers, at applicable yearly License and/or Maintenance Fees.

  • 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.

  • The parties also agree that if the Hyperion L3 Support and Enterprise contract is the subject of an agreement or agreements which cannot be severed to permit those applications which are used predominantly in the Business to be assigned to an HI Entity, then the Hyperion L3 Support and Enterprise contract shall be excluded from this Section 5.19.

  • 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.

Related to L3 Support

  • Helpdesk Support means the 24x7x365 centre which shall handle Fault reporting, Trouble Ticketing and related enquiries during this contract.

  • Level 1 Support means qualifying and logging all Technical Support Incidents, answering technical inquiries via telephone support and email regarding the Work and performing limited diagnostic services.

  • SAP Support means SAP's then current support offering made available to Customer, as stated in the Order Form.

  • Level 3 Support means, with the use of backup engineering and technical support staff, isolating Defects and developing Defect corrections including, without limitation, Upgrades.

  • Level 2 Support means, with the use of technical support specialists: (i) performing Defect isolation, Defect replication and interoperability testing; (ii) performing remote diagnostic services and on-site troubleshooting, if required; (iii) identifying the source of Defects; (iv) developing a reproducible test case for any Defect and documenting the details of such Defect for escalation to Level 3 Support; and (v) developing and implementing Workarounds where reasonably possible.