Level-4 Support definition
Level-4 Support means the Services provided by inContact’s technology partners to bring final correction to a Software problem not resolved by Level-2 or Level-3 Support. When required, Level-4 Support is only accessed by inContact’s Level-3 TSC.
Level-4 Support means the services provided by Supplier to resolve Problems in the Software or Hardware that are determined to be, or are probable to be, the result of a design or manufacturing defect of the Product that cannot be resolved by Hewlett-Packard, and which may require product design engineering knowledge or expertise to isolate and effect a Problem Resolution. If a problem in the solution is determined to be, after appropriate investigation, the result of another product (but not including the disk drives of the Product), as opposed to a defect in the Product itself, Supplier shall provide Support, but in exchange for a mutually agreeable support fee on a time and materials basis.
Level-4 Support means any issues, above Level 3 Support, which involve development, such as original code writing or patch writing, to resolve. 1.9 "LINUX SOFTWARE" shall mean (a) all major distributions (including but not limited to Caldera, RedHat, Debian, SuSe, and TurboLinux) of the Linux operating system which are open source code and authorized under the GNU General Public License (GPL), now existing or hereafter developed, including Update Releases, and (b) open source applications which run on the Linux operating systems described in (a) and listed on the Linuxcare web site (▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇), including but not limited to Samba, Apache and Sendmail. 1.10 A "MEDIUM PROBLEM" shall exist when an important product function has an intermittent problem, or a common, non-essential operation is failing consistently for the End-User. The problem is not critical in regards to performance, and use can be continued without difficulty or loss of data by easy circumvention or avoidance by the End-User. The inconvenience can be tolerated until the next scheduled release. 1.11 A "MINOR PROBLEM" shall exist when an error causes the user a slight inconvenience but is not critical. The error can be tolerated or can easily be avoided or circumvented by the user. 1.12 "RESPONSE TIME" is defined as that time beginning when Linuxcare receives a call about an Incident from Company, and ending when that/those individual(s) update(s) the Company on the status of the problem and the action plan for resolution. 1.13 A "SERIOUS PROBLEM" shall exist when a major product function has a reproducible problem which significantly affects a user's schedule, causes a minor security breach or which makes performance or continued performance of any feature or function difficult, and can not be circumvented or avoided on a