Second Line Support definition

Second Line Support means the identification, diagnosis and correction of Errors by the provision of (a) telephone and email assistance by a qualified individual on the Contact List and remote application support, or (b) on-site technical support at the State's premises by a qualified individual on the Contact List.

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Second Line Support means direct technical support of Licensed Software provided to Customers, as set forth in Section 3.4(b).

Second Line Support means (a) isolating, identifying, and reproducing an unknown problem reported by an End User, (b) researching a workaround and/or solution to the problem, (c) working with GUPTA to help develop a workaround and/or fix, and (d) dialing into an End User system to implement a complex workaround or to apply a patch.

Examples of Second Line Support in a sentence

• Second Line Support shall be provided to up to two designated Siebel trained representatives of Customer.

• The Second Line Support handles all errors concerning the server functionality and evaluates the error level according to the table below and, if necessary, forwards the errors to the Third Line Support.

• Once a problem is reported to Company as set forth herein, Company provides Second Line Support for any problem escalated by Customer.

• If after reasonable commercial efforts Customer's IT department is unable to diagnose or resolve problems or performance deficiencies of the Software, then Customer shall contact ChristianSteven for "Second Line Support" and ChristianSteven shall provide such support for the Software.

• VARs should have at least one member of staff who is capable of providing First Line Support to End Users and to support RT Software with Second Line Support.

More Definitions of Second Line Support

Second Line Support means the general level of Support Services without First-Line Support obligations.

Second Line Support means, in connection with the identification, diagnosis and correction of Errors, the provision of on-site technical support at Buyer's premises.

Second Line Support means those Services to be provided by SIEMENS as described in SCHEDULE A and in the Operational Procedures.

Second Line Support means support, which cannot be solved within the First Line Support and consequently requires involvement of personnel with a high degree of knowledge of the Software Product and its functionality. Second Line Support handles problems by checking the usage of the Software Product as well as in-depth settings.

Second Line Support means the identification, diagnosis and correction of Errors by the provision of (a) telephone and email assistance by a qualified individual on the Contact List and remote application support.

Second Line Support means, where Errors are not Resolved by First Line Support, the escalation to second line support for the identification, diagnosis and correction of Errors through a Designated Representative by telephone or e-mail or through Remote Services or otherwise, as the parties may agree.

Second Line Support means reproducing and isolating problems, and jointly developing workarounds for problems and testing software fixes for the Integrated Product.