SECOND LINE SUPPORT (TAC 2) definition
SECOND LINE SUPPORT (TAC 2) means Siemens's and/or its nominated representatives to run the complete diagnostics able to identify fault in System (using Test Equipment) and identify whether hardware, software or configuration are concerned. Second Line Support involves detailed in-depth problem analysis and problem duplication. The analysis identifies whether the problem is caused by operator error, a fault or design issue. Second Line Support includes phone support and/or on site support to assist the Customer in the diagnosis of configuration problems, as well as recognition of possible software bugs. It also includes the creation of simple workarounds to allow the Customer to achieve the desired functionality while avoiding any known bugs. Second Line Support is responsible for the duplication and characterization of software problems seen in a Customer environment. If unable to duplicate the problem, the Second Line Support works with the Third Line Support to duplicate or characterize the problem. "THIRD LINE SUPPORT (TAC 3)" shall mean Unisphere's specialists with detailed product knowledge, capable of replicating problems and interfacing with development. Third Line Support includes the provision of a correction or work around to a problem which Siemens is unable to provide through the provision of First and Second Line Support. Third Line Support is responsible for ensuring the reproducibility and/or characterization of problems escalated from Second Line Support. It is also responsible for the creation of complex workarounds to allow the Customer to achieve the desired functionality while avoiding bugs. Third Line Support provides the environment and information to allow engineering to diagnose and repair the software problem. Furthermore, TAC 3 supports Siemens Project/Field service in case of intermittent/ sporadic malfunctions. In the case of malfunctions in a Unisphere Product, provided all necessary TAC 2 information has been provided to Unisphere by Siemens, if on-site service from Unisphere is necessary for fixing critical or major failures, Unisphere will provide the needed personnel free of charge. If the problem is determined to have been a TAC 2 problem, Unisphere may bill ▇▇▇mens for its service. Third Line Support shall normally not include the provision of any hardware outside of the warranty period that may be required to support a new software release, nor the labor to install new software.