Level 3 Technical Support definition

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.
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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;
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Examples of Level 3 Technical Support in a sentence

  • Level 3 Technical Support is considered to be all services escalated beyond the vendor to the subject matter experts, such as Microsoft, Dell, Palo Alto, HP/Aruba, and Cisco.

  • 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.

  • 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.

  • LICENSOR shall be responsible, at its cost and expense, for Level 3 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 EMC Level 3 Technical Support all in accordance with the criteria set forth in Section 1.0. above.

  • At Supplier’s discretion, Level 3 Technical Support personnel may be available to travel to Installation Sites.

  • Level 3 Technical Support is considered to be all services escalated beyond the vendor to the subject matter experts, such as Microsoft, Pure Storage Dell, Meraki, and Cisco.

  • The end user will be provided with a contact as provided to IBM by Mfr, and for those instances in which IBM has completed all problem isolation and determination efforts up to and including Level 2 machine and software technical support, and an end user problem still exists, IBM will transfer Mfr end user and problem incident to the responsibility of Mfr Level 3 Technical Support.

  • 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 Supplier Level 3 Technical Support all in accordance with the criteria set forth in Section 2.


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
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Related to Level 3 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 xxxxxxxxxxxxx.xxx (“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.

  • Child support services means any civil, criminal or administrative action taken by the Division of

  • First Level Support means any support relating to calls from Customer’s customers, end users or affiliates or general resolution of user errors, network errors, provisioning errors or Internet delays or malfunctions.

  • MSAA Indicator Technical Specifications document means, as the context requires, either or both of the document entitled “Multi-Sector Service Accountability Agreement (MSAA) 2019-20 Indicator Technical Specifications November 5, 2018 Version 1.3” and the document entitled “Multi-Sector Service Accountability Agreement (MSAA) 2019-20 Target and Corridor-Setting Guidelines” as they may be amended or replaced from time to time;

  • Medical support means providing health care coverage for a joint child by carrying health care coverage for the joint child or by contributing to the cost of health care coverage, public coverage, unreimbursed medical expenses, and uninsured medical expenses of the joint child.

  • Cloud BPO Support means the then-current technical support services SAP provides to Provider for the SAP Cloud Services as described in the Cloud BPO Schedule.

  • Maintenance and Support Services means the services provided by Contractor under Appendix F.

  • Design flow means the average annual flow or average daily flow specified in an approved facilities plan or approved plans and specifications, the flow specified in a WPDES permit, or the flow required to meet performance standards.

  • Child support means that part of a Child Restraint System by which the child can be raised within the Child Restraint System.

  • Maintenance and Support means updates, upgrades, patches, fixes, etc. and technical support provided for the Products and Services that Supplier is required to provide directly to DXC or a DXC Customer.

  • Diagnostic source assembly means the tube housing assembly with a beam-limiting device attached.

  • Contractor Software means software which is proprietary to the Contractor, including software which is or will be used by the Contractor for the purposes of providing the Services.

  • Local support means funds from tax sources, gifts, endowments, penal fines, or other funds received from local sources, excluding state and federal aid as stated in this act.

  • Operationally critical support ’ means supplies or services designated by the Government as critical for airlift, sealift, intermodal transportation services, or logistical support that is essential to the mobilization, deployment, or sustainment of the Armed Forces in a contingency operation.

  • Supplier Software means software which is proprietary to the Supplier or its Affiliates which is used or supplied by the Supplier in the provision of the Services; Supplier Staff means all persons employed or engaged by the Supplier together with the Supplier's servants, agents, suppliers, consultants and Sub-Contractors (and all persons employed by any Sub-Contractor together with the Sub-Contractor’s servants, consultants, agents, suppliers and Sub-Contractors) used in the performance of its obligations under this Contract; Time and Materials means the pricing mechanism for the Services as may be agreed by the Parties and set out at paragraph Error: Reference source not found in the SOW; TUPE means the Transfer of Undertakings (Protection of Employment) Regulations 2006 (SI 2006/246) as amended or replaced or any other regulations or UK legislation implementing the Acquired Rights Directive; Velocity means the Metric which measures the total number of Story Points for Stories that have been accepted in a Sprint, indicating the rate of progress towards Acceptance of all Stories from the Product Backlog;

  • Manufacturing Facility means buildings and structures, including machinery and equipment, the primary purpose of which is or will be the manufacture of tangible goods or materials or the processing of such goods or materials by physical or chemical change.

  • Support Services the support services, as described in the Support Services Description, that We provide to You in respect of the Cloud Service.

  • Cash medical support means an obligation to equally share all reasonable and necessary medical and dental expenses of children.

  • Application Software means Software formulated to perform specific business or technical functions and interface with the business or technical users of the System and is identified as such in Appendix4 of the Contract Agreement and such other Software as the parties may agree in writing to be Application Software.

  • Diagnostic clinical procedures manual means a collection of written procedures that describes each method (and other instructions and precautions) by which the licensee performs diagnostic clinical procedures; where each diagnostic clinical procedure has been approved by the authorized user and includes the radiopharmaceutical, dosage, and route of administration.

  • Program Materials means the documents and information provided by the Program Administrator specifying the qualifying EEMs, technology requirements, costs and other Program requirements, which include, without limitation, program guidelines and requirements, application forms and approval letters.

  • Development Application means the development application identified in Item 5 of Schedule 1 and includes all plans, reports models, photomontages, material boards (as amended supplemented) submitted to the consent authority before the determination of that Development Application.