Level 3 Technical Support definition

Level 3 Technical Support means the service provided that isolates an operational error or bug to a component level of the Licensed Software (provided such error or bug is reproducible by LICENSEE and/or LICENSOR and is not due to a malfunction in any other software or hardware) and, in such case, the use of best efforts to provide an error or bug correction or a circumvention.

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Level 3 Technical Support shall be delivered by Supplier and means the same as Level 2 Technical Support but with the additional capabilities of (i) performing engineering diagnostic activities such as resolving Problems in respect of which (a) no documentation exists within Supplier’s knowledgebase, websites or other format; or (b) documentation does exist but does not resolve the Problem; (ii) collaborating with Supplier’s engineering department on Problem re-creation and root cause analysis; (iii) resolving Problems associated with an identified bug that is not yet published on Supplier’s website; (iv) fixing and generating clear and concise documented End User performable workarounds; (v) validating that all proposed Problem resolutions are tested prior to release to the Level 2 Technical Support personnel; (vi) providing access to Level 2 Technical Support for tracking Problem descriptions, bug fixes, case status, and case root cause analysis; and (vii) working with authorized Level 2 Technical Support personnel to supply additional Problem resolution information that may not be available on Supplier’s website.

Level 3 Technical Support shall be delivered by Supplier and means the same as Level 2 Technical Support but with the additional capabilities of (i) performing engineering diagnostic activities such as resolving Problems in respect of which (a) no documentation exists within Supplier’s knowledgebase, websites or other format; or (b) documentation does exist but does not resolve the Problem; (ii) collaborating with Supplier’s engineering department on Problem re-creation and root cause analysis;

Examples of Level 3 Technical Support in a sentence

• LICENSOR shall be responsible, at its cost and expense, for Level 3 Technical Support related to the Licensed Software.

• Level 3 Technical Support Services means the resolution of Incidents for which a resolution is not available in Nuance’s technical support information databases.

• Nuance shall continue to provide Level 3 Technical Support Services to VAR for applicable End User support so long as VAR continues payment to Nuance of all applicable Technical Support Services Fees, but in no event shall VAR enter into any new Technical Support Services agreements with End Users subsequent to such breach.

• OEM shall designate a limited and mutually agreed upon number * * * Indicates that confidential treatment has been sought for this information of support personnel (Level 2) as those authorized to contact SSI for Level 3 Technical Support (“Authorized Personnel”).

• When OEM escalates to SSI Level 3 Technical Support SSI shall use commercially reasonable resources and efforts to resolve reported problems.

• Nuance shall continue to provide Level 3 Technical Support Services to VAR for applicable End User Support so long as VAR continues payment to Nuance of all applicable Technical Support Fees, but in no event shall VAR enter into any new Technical Support Services agreements with End Users subsequent to the expiration or termination of this Agreement.

• 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.

• 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 3 Technical Support

Level 3 Technical Support shall be delivered by EMC and means the same as Level 2 Technical Support but with the additional capabilities of (i) performing engineering diagnostic activities such as resolving Problems in respect of which (a) no documentation exists within EMC’s knowledgebase, websites or other format; or (b) documentation does exist but does not resolve the Problem; (ii) collaborating with EMC’s engineering department on Problem re-creation and root cause analysis; (iii) resolving Problems associated with an identified bug that is not yet published on EMC’s website; (iv) fixing and generating clear and concise documented End User performable workarounds; (v) validating that all proposed Problem resolutions are tested prior to release to the Level 2 Technical Support personnel; (vi) providing access to Level 2 Technical Support for tracking Problem descriptions, bug fixes, case status, and case root cause analysis; and (vii) working with authorized Level 2 Technical Support personnel to supply additional Problem resolution information that may not be available on EMC’swebsite. At EMC’s discretion, Level 3 Technical Support personnel may be available to travel to Installation Sites. If EMC and Buyer mutually agree that such a visit is warranted, EMC shall not charge Buyer or Buyer’s End User therefore. If EMC does not agree that such a visit is necessary but conducts such a visit at the request of Buyer, such visit shall be subject to EMC’s then current time and materials terms, conditions and pricing. Buyer shall accompany EMC on all on-site visits to Installation sites without charge to EMC.