Level One Support definition

Level One Support means Purchaser’s onsite, first point of contact for reporting and resolving technical and application related issues encountered by users. Purchaser’s Level One Support personnel will escalate issues to Vendor’s Level Two Support as necessary.
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Level One Support means that MSP Reseller shall provide (i) information, by telephone, facsimile and email to MSP End Customers regarding the installation and operation of the Product, and (ii) Virus Pattern Updates to MSP End Customers promptly after Trend Micro makes such Virus Pattern Updates available to MSP. Level One Support also requires that MSP Reseller have a support center manned with sufficient virus alert technical/support contact technicians in order to respond to virus alerts from Trend Micro.
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Level One Support means basic customer response. EPI-USE Systems shall be responsible to answer support tickets logged by Client regarding any questions or problems Client may have with the EPI-USE Systems Products. EPI-USE Systems may appoint an agent to provide this level of support. The responsible organisation shall note the problem, recording it in an email message or a shared customer support software application. The responsible organisation shall then do a basic search for the problem in a shared support database to see if there is a known solution. If there is a known solution available, the said organisation must answer the customer inquiry directly. If there is no known solution available, the problem and customer information must be forwarded promptly to a Level Two Support organisation for processing.
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Examples of Level One Support in a sentence

  • As a material condition of this Agreement, MSP Reseller shall provide MSP End Customers with Level One Support and Trend Micro shall make available to MSP Reseller Virus Pattern Updates and Product Updates.

  • When a networking issue is submitted online, a Level One Support Engineer initiates the tracking process and responds with a status update.

  • As between Vendor and Distributor, Distributor shall be responsible for providing End Users with Level One Support Services for the Software, as set forth in EXHIBIT E attached hereto.

  • Within the course of a Customer request to eXo Support Services, a case will be handled thanks to the following escalation procedure : ● Level One Support means administrative and technical acknowledgement of support requests, documentation of requests, basic troubleshooting, and providing common solutions for issues requiring less than 30 minutes to resolve.

  • WaferGen shall provide to Distributor back-end academic and theory support, technical information, cooperation and assistance as may be reasonably necessary for Distributor to provide Level One Support to End Users (“Level Two Support”), including, without limitation, reasonable telephone, fax and e-mail support during WaferGen’s normal business hours.

  • Partner may provide End Users with Level One Support, as defined by VENDOR, and in return receive an additional discount from list price of ten (10%) percent on all purchases.

  • Any other support, including, without limitation, Level One Support, Level Two Support and Level Three support shall be provided by, and shall be the sole responsibility of, DISTRIBUTOR.

  • Supplier will provide, without charge, technical information and training upon request for Cabletron employees with regard to each Product to allow Cabletron and its employees to become familiar with the Products, and their market, the installation of the Products, and enable Cabletron to provide Level One Support.

  • Vendor shall provide to Distributor back-end theoretical support, technical information, training, consulting, cooperation and assistance as may be reasonably necessary for Distributor to provide Level One Support to End Users and Distributor personnel, including, without limitation, as set forth in this EXHIBIT E ("LEVEL TWO SUPPORT").

  • Level One Support shall include, at a minimum, technical support for the installation, use and operation of the Products, by telephone, fax and e-mail during normal business hours.


More Definitions of Level One Support

Level One Support means the support provided directly to End Users, including: (i) distributing new Documentation made available by AV, (ii) remedial maintenance (making the initial response to an End User's service request; call logging; initial information gathering), (iii) verification of End User entitlement to support, (iv) answering basic Product installation, configuration and usage questions; (v) problem isolation, identification and replication, and (vi) performance of data base searches to identify standard problem fixes and work-arounds. AV shall have no responsibility for Level One Support. Level One Support, if any, shall be the sole responsibility of DISTRIBUTOR.
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Level One Support. Refers to the set of actions that can be carried out by ATS support personnel (including, but not limited to) the collection and identification of errors in records, responses to concerns related to installation, configuration, use, isolation and identification of problems, review of failures for the resolution of known problems based on the analysis of the official documentation by the manufacturer.
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Related to Level One Support

  • Level 3 Support means, with the use of backup engineering and technical support staff, isolating Defects and developing Defect corrections including, without limitation, Upgrades.

  • 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.

  • First Level Support means a) delivery of standard answers to commonly recurring questions and b) assisting with application-related issues arising during day-to-day use of the system and c) first point of contact for technical questions concerning a purchased deliverable.

  • Helpdesk Support means the 24x7x365 centre which shall handle Fault reporting, Trouble Ticketing and related enquiries during this contract.

  • 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.