Second Level Support definition

Second Level Support means

Second Level Support means responding to and using commercially reasonable efforts to solve significant end user problems that cannot be resolved under First Level Support, such as recommending fixes and methods to restore operations to the User’s system and using commercially reasonable effort to reproduce the reported problem, finding viable workarounds and providing documentation regarding reproducibility to Third Level Support (if necessary).

Second Level Support means specialist level technical support; technical support/escalation staff performs problem isolation and replication, and implements a solution for a problem that is not the result of a Palm Software program error. In the case of a Palm Software program error, the technical staff is able to identify the source of the error, create a reproducible test case, and document the details of the error for escalation to Palm.

Examples of Second Level Support in a sentence

• Escalation Matrix with First Level Support, Second Level Support, Regional & Zonal head, Country Head Details along with their Name, Contact Number (LL & Mobile), E-Mail ID.

• Not Stopped WIP Level 2 This status is used when a Second Level Support Engineer is actively working a case * Second Level Support: Software Support, Product Support.

• The Help Desk will be available to receive calls for English language telephone Support (Second Level Support) Monday to Friday, from 09:00 to 17:30, excluding Bank Holidays.

• Panasonic will provide First Level Support in English, Spanish, French, German, Polish, Italian, Swedish and Dutch; however, for escalation to Second Level Support, the support language will be in English.

• Supplier shall provide Second Level Support, in English, during the hours and substantially in accordance with the procedures described below which shall include problem diagnosis and error corrections or avoidance (work-arounds) with respect to suspected errors in the Products reported by CA or its Customers.

More Definitions of Second Level Support

Second Level Support means First Level Support plus providing the following areas of support: (i) isolating the problem to determine that it is a problem with the Licensed Engine; (ii) recreating the problem in a lab simulation and/or through interoperability testing; (iii) determining whether or not the problem is a defect; (iv) collecting and analyzing diagnostic data; and (v) defining an action plan with the customer to solve the problem.

Second Level Support means the service provided to reproduce and correct a software problem.

Second Level Support means a prompt response to Support Requests escalated by First Level Support including providing a Fix or Workaround, if possible. Second Level Support involves in depth answering product installation, configuration and usage questions; problem isolation and identification; providing standard fixes and Workarounds to known problems; initial problem/failure information gathering for previously unknown problems and the escalation of Support Requests to Third Level Support when a Fix or Workaround cannot be provided within the time guidelines stated herein.

Second Level Support means First Level Support plus the ability to support problem isolation and Product specification defect determination; provide lab simulation and interoperability testing; define an action plan; analyze traces; provide support on all protocols and features; reproduce problems in a lab, diagnose problems remotely and provide MCK with complete steps to reproduce a problem.

Second Level Support means First Level Support plus providing the following areas of support: (i) isolating the problem to determine that it is a problem with the Wink Product; (ii) recreating the problem in a lab simulation and/or through interoperability testing; (iii) determining whether or not the problem is a defect; (iv) collecting and analyzing diagnostic data; and (v) defining an action plan with the customer to solve the problem.

Second Level Support means: (i) diagnosis of problems or performance deficiencies of the Certification Authority; (ii) a resolution of problems or performance deficiencies of the Certification Authority; and (iii) a direct response to Customer’s trained support representative with respect to the problems and their resolution.

Second Level Support means the intermediate-level support provided by Us or Our authorized representative technical support personnel pursuant to the Support Services set forth in Section 3 below.