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Failure to accomplish these response times shall be treated as a failure to satisfy the required service level for Customer. \u2022 For all Hardware not requiring on site repairs, the Supplier will either accept the trouble call immediately, with a short wait of less than [* * *], or return the trouble call quickly enough to permit meeting the agreed upon service level as specified in the Hardware Maintenance section of this appendix . Failure to provide an appropriate delivery of the applicable Material when the trouble call was initiated prior to a cutoff time separately agreed by both Parties shall be treated as a failure to satisfy the required service level for the customer. \u2022 For all Software products that have maintenance coverage, Supplier will provide Technical support within [* * *] of the initial trouble call. Supplier shall provide a technician on AT&T\u2019s first call for software maintenance capable of providing Third Level Support. Prior to initiating a trouble call to the Supplier, AT&T\u2019s technical support staff shall provide First and Second Level support to the customer. Failure for Supplier to have an adequately trained technician return the original trouble call shall be treated as a failure to satisfy the service level for the specific customer. \u2022 Maintenance of existing Material \u2022 From time to time AT&T may be engaged by an AT&T Customer to provide Maintenance Service on Material that was not sold to the AT&T Customer by AT&T. In these cases, AT&T shall have the ability to order hardware and/or Software maintenance on the affected Material from the Supplier. 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Riverstone will not be obligated to provide service or support for any line cards manufactured by Tellabs, other than <strong>Third Level Support</strong> for the backplane ASICs and related software provided by Riverstone.", "Tellabs shall cooperate with Riverstone in identification of &quot;bug fixes&quot; and work-arounds and the provision of <strong>Third Level Support</strong>.", "In addition, Palm will provide Licensee with <strong>Third Level Support</strong> during the term of this Agreement.", "Palm shall make <strong>Third Level Support</strong> available via telephone, FAX or e-mail solely to Licensee\u2019s Authorized Callers during Palm\u2019s normal business hours (8:00 a.m.-5:00 p.m. California time, Monday through Friday, excluding holidays).", "SPSS shall provide First Level Support, Second Level Support and <strong>Third Level Support</strong> to those customers who have purchased licenses for the ShowCase AS/400 Port from SPSS or its Resellers.", "The definitions of First, Second and <strong>Third Level Support</strong> shall be as set forth in Section 7.3 below.", "Licensor will provide technical contact, will attempt to verify the Error and will provide a Fix or Workaround (if it has not already been provided by Mercury Interactive) and a permanent Fix Licensor shall provide Second Level Support and <strong>Third Level Support</strong> for the Licensor Software.", "Unless otherwise agreed to in writing, Partner shall reimburse UB for any and all cost arising out of or relating to UB&#x27;s provision of <strong>Third Level Support</strong>.", "Any support requested by OCD not within the scope of the <strong>Third Level Support</strong> shall be charged at Quotient\u2019s regular rates."], "related": [["first-level-support", "First Level Support", "First Level Support"], ["level-2-support", "Level 2 Support", "Level 2 Support"], ["level-1-support", "Level 1 Support", "Level 1 Support"], ["level-3-support", "Level 3 Support", "Level 3 Support"], ["tier-2-support", "Tier 2 Support", "Tier 2 Support"]], "related_snippets": [], "updated": "2025-07-06T21:55:40+00:00"}, "json": true, "cursor": ""}}