Third Line Support definition
Third Line Support means technical support of Licensed Software, as set forth in Section 3.5(c).
Third Line Support means the creation of a solution to a problem that has not been encountered previously. EPI-USE Labs shall be responsible for providing Third Line Support. This solution could be delivered by building a patch for the EPI-USE Products, by finding a workaround, or by some other means.
Third Line Support means the Services to be provided by Castle in accordance with the functions and procedures specified in SCHEDULE A and in the Operational Procedures.
Examples of Third Line Support in a sentence
Third Line Support handles all code and programming related issues.
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.
Guardian Technologies responsibilities will be outlined in Exhibit C "Third Line Support" shall mean assistance with problem evaluation and resolution according to the guidelines set out in Exhibit C.
Siebel may offer Gold- or Platinum-level Third Line Support to Distributor in accordance with terms to be mutually agreed to by the parties in good faith following the execution of this Agreement.
Before escalating a problem to Castle Third Line Support, SIEMENS shall have completed all of the functions and procedures described herein and in SCHEDULE B for both First and Second Line Support.
More Definitions of Third Line Support
Third Line Support means and InGenius shall be responsible for, as hereinafter described, engaging InGenius’s software development resources to attempt to replicate and resolve any escalated Errors not resolved by First or Second Line Support. InGenius’s software developers shall work closely with InGenius’s Second Line Support personnel and if necessary First Line Support personnel to characterize in the lab, analyze software logs, attempt to replicate, and attempt to resolve reported Errors by work-around or by Software Update fixes.
Third Line Support means support, which cannot be solved within the Second Line Support and consequently requires involvement by the software developers. Third Line Support handles problems by investigating the Source Code and, if necessary, making modifications to it. Any such Source Code modifications will be provided to ISE by OMT in the form of a Corrective Release or New Release as applicable.
Third Line Support. TLS") means the follow up activities related to ------------------------- support issues concerning the supported products as escalated by the SLS and which entail but are not limited to (i) further and detailed in depth analysis of the said support issues leading to a) well documented and accurate description of the support issue at stake, b) replication of the said support issue on a test system accepted by the Baan product engineering group c) documented case resolution path, (ii) deployment of efforts till the case is resolved either by means of a workaround or the intervention of product engineering. As between Baan and TopTier, Baan shall provide FLS to End Users and TopTier shall provide SLS and TLS to Baan only, and not to End Users; except in the case where the support request relates to problems not solved in standard patches or updates, in which case TopTier shall provides such SLS and TLS directly to End Users. Baan shall provide TopTier with access to its internal support system throughout the term of this Agreement. Baan shall properly train its support personnel in order for it to be able to fulfill its support obligations hereunder.
Third Line Support means the level of product support to be provided by Seller that requires changes and/or modifications in the source code of the Product.
Third Line Support means those support services provided to the organization that is performing Second Line Support as further defined in Support Services Schedule. Third Line Support is the product service that Siemens offers to Unisphere as an OEM-partner.
Third Line Support means support to resolve issues requiring the assistance of engineering expertise. This is the highest level of support and resolution and may require an Update of the Software or a new release (e.g. upgrade) of the Software where appropriate;
Third Line Support means technical support of Licensed Software, as set forth in Section 3.5(c). 1.21 "TRAINING MATERIALS" shall mean the standard generally available Siebel training materials, as set forth in Technical Services schedule in effect at the time such training materials are ordered by Distributor. 1.22 "UPDATES" shall mean (a) subsequent releases of the Programs that (i) add new features, functionality, and/or improved performance, (ii) operate on new or other databases, (iii) add new foreign language capabilities, or (iv) are new foreign language versions of the Programs; (b) bug or Error fixes, patches, Workarounds, and maintenance releases; (c) new point releases, including those denoted by a change to the right of the first decimal point (e.g., v3.0 to 3.1), and (d) new major version releases, regardless of the version name or number, but including those denoted by (i) a change to the left of the first decimal point (e.g., v3.0 to 4.0) and/or (ii) the addition of a date designation or a change in an existing date designation (e.g., v1999 to 2000). Updates shall not include separate products which Siebel offers only for an additional fee to its customers generally, including those customers purchasing Maintenance Services. 1.23 "USER" shall mean the named or specified (by password or other user identification) individuals authorized by Customer to use Licensed Software, regardless of whether the individual is actively using the Licensed Software at any given time. The maximum number of Users that may use the Licensed Software shall be specified in an Order Form signed by Customer and Distributor. Users may include the employees of Customer or third parties, provided that such third party is limited to use of the Licensed Software (i) only as configured and deployed by Customer, and (ii) solely in connection with Customer's business operations as conducted by or through such third party, including but not limited to the installation, administration or implementation of the Licensed Software for Customer. Distributor agrees that it is responsible for ensuring that any third party usage is authorized by Customer in accordance with the terms and conditions of this Agreement. Notwithstanding the foregoing, Users shall exclude any individuals employed by, or acting on behalf or under the direction or control of, a direct competitor of Siebel Upon request, Siebel shall provide Distributor with a listing of its direct competitors 1.24 "VALUE ADDED OFFERING" means the...