Customer Support means the services by which 21Vianet may provide assistance to Customer to resolve issues with the Services.
SAP Delivered Support means SAP’s support offering to directly provide support to End Users subject to the terms and conditions set out in the EUMA.
Behavior Support Plan means the individualized proactive support strategies used to support positive behavior.
Customer Agreement means a written agreement entered into between Provider and any Customer pursuant to which a Customer orders BPO Services from Provider.
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.