Level 1 Technical Support definition
Level 1 Technical Support means the service provided in response to the initial inquiry placed by an End User regarding product operation generally or which identifies and documents an error or bug in the Licensed Software.
Level 1 Technical Support means the Technical Support offering made available to End User(s) by support personnel located at support centers and in the field. Such Level 1 Technical Support activities shall include, but not be limited to: (i) provision of general product information (pre-sales and post-sales) about the Products and processes relating to configuration, installation, updates and feature set support; (ii) regular Error resolution status reports to End User(s); (iii) resolution of Errors previously identified and addressed through documentation available through Supplier Web Support; (iv) basic support on the standard protocols and features of Products; and (v) collection of relevant Error determination information for escalation to ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇. ▇▇▇▇▇ ▇ Technical Support personnel shall use their generally acquired education, experience and specific knowledge resources made available from Supplier to resolve the Problem by working directly with the impacted End User(s), dispatch appropriately trained personnel to the Installation Site for Problem investigation or resolution or escalate the Problem to the Level 2 Technical Support team.
Level 1 Technical Support means work performed by individuals on-site as they diagnose, isolate, and resolve problems.
Examples of Level 1 Technical Support in a sentence
Thereafter, the escalation process shall be from the Level 0 Technical Support team to Level 1 Technical Support, then to Level 2 Technical Support, and finally to Supplier Level 3 Technical Support all in accordance with the criteria set forth in Section B.
For the purposes of this SLA, Level 1 Technical Support means answering questions about the features of the Software, training End Users in how to use and access the Software and resolving simple technical issues.
Thereafter, the escalation process shall be from the Level 0 Technical Support team to Level 1 Technical Support, then to Level 2 Technical Support, and finally to EMC Level 3 Technical Support all in accordance with the criteria set forth in Section 1.0. above.
More Definitions of Level 1 Technical Support
Level 1 Technical Support means the Technical Support offering made available to End User(s) by support personnel located at support centers and in the field. Such Level 1 Technical Support activities shall include, but not be limited to:
(i) provision of general product information (pre-sales and post-sales) about the Products and processes relating to configuration, installation, updates and feature set support; (ii) regular Error resolution status reports to End User(s); (i ii) resolution of Errors previously identified and addressed through documentation available through Supplier Web Support;
Level 1 Technical Support means support service performed by GTESW technicians as they monitor the GNI network. This level of support includes detection, isolation, and correction of network element events as well as the referral of such events for dispatch to a party designated by GNI.
Level 1 Technical Support means the Technical Support offering made available to End User(s) by support personnel located at support centers and in the field. Such Level 1 Technical Support activities shall include, but not be limited to: (i) provision of general product information (pre-sales and post-sales) about the Products and processes relating to configuration, installation, updates and feature set support; (ii) regular Error resolution status reports to End User(s); (iii) resolution of Errors previously