Level 2 Technical Support definition

Level 2 Technical Support means support performed by technical experts within the GTE NOC's On Line Support group. This Service provides phone in assistance as well as analysis for problems that cannot be resolved at the first level.
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Level 2 Technical Support means the service provided to analyze or reproduce an error or bug in the Licensed Software or to determine that the error or bug is not reproducible.
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Level 2 Technical Support means the Technical Support made available to End-User(s) by support personnel located at support centers and in the field. Such Level 2 Technical Support activities shall include, but not be limited to: (i) managing configuration Problems through troubleshooting; (ii) determination and resolution of most Equipment and Software Problems; (iii) in the event a Problem requires simulation steps for resolution, doing the initial Problem isolation and re-creation on a best efforts basis to determine if the apparent Problem resides with the Equipment or Software; (iv) defining an action plan for Problem troubleshooting/resolution; (v) providing advanced support on all Equipment and Software protocols and features; (vi) having the ability to analyze and diagnose Problems remotely to the extent possible using available tools; (vii) providing Supplier with known End User environment variables for assistance in parallel reproduction of a Problem; and (viii) working with Level 3 Technical Support to resolve all Problems escalated by ▇▇▇▇▇ ▇ ▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇. ▇▇▇▇▇ ▇ Technical Support personnel shall use their generally acquired education and experience and the specific knowledge resources made available from Supplier to resolve the Problem by (i) using all knowledge resources to expertly address field installation and break/fix issues; (ii) performing iterative procedures with field service personnel to understand and correct Problems; and (iii) resolving the Problems directly or, for those Problems that have not been resolved by Level 2 Technical Support personnel, escalating Problems to Level 3 Technical Support personnel for assistance. Escalations shall include all knowledgebase searches tried as well as a transferable zip file containing all applicable logs, the H/W platform and base code revision of the array and steps used to recreate the pr oblem.
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Examples of Level 2 Technical Support in a sentence

  • LICENSEE shall be responsible, at no cost or expense to LICENSOR, for Level I Technical Support arid Level 2 Technical Support related to the Licensed Software.

  • 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.

  • Anyone in Licensee Level 2 Technical Support can escalate to Licensor.

  • 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 2 Technical Support

Level 2 Technical Support means the Technical Support made available to End-User(s) by support personnel located at support centers and in the field. Such Level 2 Technical Support activities shall include, but not be limited to: (i) managing configuration Problems through troubleshooting; (ii) determination and resolution of most Equipment and Software Problems;
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Level 2 Technical Support means technical support services for System outages that render the CountyFusion™ System unavailable for Client access. C “Software” means the software, including all licensed modules identified in Section 1 above. D “System” shall mean the Software and related Services identified herein. E “Hardware and Third Party Software” shall mean the hardware and software owned by third parties and licensed to Client for which GovOS shall have responsibility to insure, maintain and support under this Service Order, the Agreement or otherwise.
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Related to Level 2 Technical Support

  • Technical Support means the technical assistance for attempting resolution of a reported Case through error correction, patches, hot fixes, workarounds, replacement deliveries, or any other type of Product corrections or modifications.

  • Technical Support Services means the technical support and maintenance Services provided by us according to our then-current technical support policy and procedure listed at ▇▇▇▇▇▇▇▇▇▇▇▇▇.▇▇▇ (“Technical Support Policy”) when the Services are purchased.

  • 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.

  • 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.