{"component": "definition", "props": {"groups": [{"samples": [{"hash": "z1iKHz7TuR", "uri": "/contracts/z1iKHz7TuR#third-line-support", "label": "Value Added Industry Remarketer Agreement (Corio Inc)", "score": 18.0, "published": true}, {"hash": "kTKEoQ2aCWH", "uri": "/contracts/kTKEoQ2aCWH#third-line-support", "label": "Value Added Industry Remarketer Agreement (Corio Inc)", "score": 18.0, "published": true}, {"hash": "5P5J49N86z4", "uri": "/contracts/5P5J49N86z4#third-line-support", "label": "Value Added Industry Remarketer Agreement (Corio Inc)", "score": 18.0, "published": true}], "snippet": "means technical support of Licensed Software, as set forth in Section 3.5(c).", "snippet_links": [{"key": "technical-support", "type": "definition", "offset": [6, 23]}, {"key": "licensed-software", "type": "definition", "offset": [27, 44]}], "size": 7, "hash": "405e27c99ea5714e59dccd4a5ca41d41", "id": 1}, {"samples": [{"hash": "2YnrTT5tLoO", "uri": "/contracts/2YnrTT5tLoO#third-line-support", "label": "Master Subscription Agreement", "score": 34.2202224731, "published": true}, {"hash": "hTVRPsPcU6g", "uri": "/contracts/hTVRPsPcU6g#third-line-support", "label": "Master Subscription Agreement", "score": 32.584020145, "published": true}], "snippet": "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. 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InGenius\u2019s software developers shall work closely with InGenius\u2019s 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.", "snippet_links": [{"key": "responsible-for", "type": "clause", "offset": [28, 43]}, {"key": "software-development", "type": "definition", "offset": [91, 111]}, {"key": "to-attempt-to", "type": "clause", "offset": [122, 135]}, {"key": "second-line-support", "type": "definition", "offset": [204, 223]}, {"key": "software-developers", "type": "clause", "offset": [236, 255]}, {"key": "support-personnel", "type": "definition", "offset": [303, 320]}, {"key": "first-line-support", "type": "definition", "offset": [338, 356]}, {"key": "attempt-to-resolve", "type": "clause", "offset": [444, 462]}, {"key": "software-update", "type": "clause", "offset": [500, 515]}], "size": 2, "hash": "5ffd7e03c0b1a1108dfc68b467b571fa", "id": 4}, {"samples": [{"hash": "egtA2pg3Fds", "uri": "/contracts/egtA2pg3Fds#third-line-support", "label": "Support Agreement (International Securities Exchange, Inc.)", "score": 21.0, "published": true}, {"hash": "6eM50Di3rFO", "uri": "/contracts/6eM50Di3rFO#third-line-support", "label": "Support Agreement (International Securities Exchange, Inc.)", "score": 21.0, "published": true}], "snippet": "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.", "snippet_links": [{"key": "second-line-support", "type": "definition", "offset": [49, 68]}, {"key": "software-developers", "type": "clause", "offset": [114, 133]}, {"key": "the-source", "type": "clause", "offset": [188, 198]}, {"key": "modifications-to", "type": "clause", "offset": [230, 246]}, {"key": "source-code-modifications", "type": "definition", "offset": [260, 285]}, {"key": "form-of", "type": "clause", "offset": [324, 331]}, {"key": "new-release", "type": "definition", "offset": [356, 367]}], "size": 2, "hash": "51d37007d47655df92e314972c4bcfe9", "id": 5}, {"samples": [{"hash": "328kxvEIzo", "uri": "/contracts/328kxvEIzo#third-line-support", "label": "Reseller Agreement (Top Tier Software Inc)", "score": 18.0, "published": true}], "snippet": "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.", "snippet_links": [{"key": "activities-related-to", "type": "clause", "offset": [26, 47]}, {"key": "concerning-the", "type": "clause", "offset": [89, 103]}, {"key": "supported-products", "type": "clause", "offset": [104, 122]}, {"key": "not-limited", "type": "clause", "offset": [172, 183]}, {"key": "description-of-the", "type": "definition", "offset": [300, 318]}, {"key": "support-issue", "type": "definition", "offset": [319, 332]}, {"key": "test-system", "type": "definition", "offset": [389, 400]}, {"key": "accepted-by", "type": "definition", "offset": [401, 412]}, {"key": "product-engineering", "type": "definition", "offset": [422, 441]}, {"key": "group-c", "type": "clause", "offset": [442, 449]}, {"key": "case-resolution", "type": "definition", "offset": [462, 477]}, {"key": "end-users", "type": "clause", "offset": [668, 677]}, {"key": "in-the-case", "type": "clause", "offset": [759, 770]}, {"key": "support-request", "type": "definition", "offset": [781, 796]}, {"key": "relates-to", "type": "definition", "offset": [797, 807]}, {"key": "access-to", "type": "definition", "offset": [969, 978]}, {"key": "support-system", "type": "clause", "offset": [992, 1006]}, {"key": "the-term-of-this-agreement", "type": "clause", "offset": [1018, 1044]}, {"key": "support-personnel", "type": "definition", "offset": [1076, 1093]}, {"key": "support-obligations", "type": "definition", "offset": [1136, 1155]}], "size": 1, "hash": "d4de1668fc438265c94ae1efad917198", "id": 6}, {"samples": [{"hash": "koSmbydjdpf", "uri": "/contracts/koSmbydjdpf#third-line-support", "label": "Sales Contracts (LifeWatch Corp.)", "score": 21.0, "published": true}], "snippet": "means the level of product support to be provided by Seller that requires changes and/or modifications in the source code of the Product.", "snippet_links": [{"key": "product-support", "type": "definition", "offset": [19, 34]}, {"key": "by-seller", "type": "clause", "offset": [50, 59]}, {"key": "changes-and-or-modifications", "type": "clause", "offset": [74, 102]}, {"key": "source-code", "type": "definition", "offset": [110, 121]}, {"key": "the-product", "type": "clause", "offset": [125, 136]}], "size": 1, "hash": "4c7d7eb1da44a55d1a6ddcee31d712af", "id": 7}, {"samples": [{"hash": "lPmYa187WXn", "uri": "/contracts/lPmYa187WXn#third-line-support", "label": "Oem Software Distribution Agreement (Unisphere Networks Inc)", "score": 18.0, "published": true}], "snippet": "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.", "snippet_links": [{"key": "support-services-provided", "type": "clause", "offset": [12, 37]}, {"key": "the-organization", "type": "clause", "offset": [41, 57]}, {"key": "second-line-support", "type": "definition", "offset": [77, 96]}, {"key": "further-defined", "type": "clause", "offset": [100, 115]}, {"key": "support-services-schedule", "type": "definition", "offset": [119, 144]}, {"key": "product-service", "type": "clause", "offset": [172, 187]}], "size": 1, "hash": "eef907dce582dc898596c8a0f3454d83", "id": 8}, {"samples": [{"hash": "cnheRGIiawr", "uri": "https://wiki.mezzanineware.com/download/attachments/14713155/Mezzanine%20Support%20SLA.docx?version=2&modificationDate=1645714164357&api=v2", "label": "wiki.mezzanineware.com", "score": 8.7070503235, "published": false}], "snippet": "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;", "snippet_links": [{"key": "the-assistance", "type": "clause", "offset": [42, 56]}, {"key": "level-of-support", "type": "clause", "offset": [103, 119]}, {"key": "the-software", "type": "definition", "offset": [164, 176]}, {"key": "new-release", "type": "definition", "offset": [182, 193]}, {"key": "where-appropriate", "type": "definition", "offset": [225, 242]}], "size": 1, "hash": "34495f6c2bf2a24d4f1021cd66a8f386", "id": 9}, {"samples": [{"hash": "e6np3VDsoEu", "uri": "/contracts/e6np3VDsoEu#third-line-support", "label": "Value Added Industry Remarketer Agreement", "score": 20.3408622742, "published": false}], "snippet": "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 hardware, software, and/or services, as described in EXHIBIT A, that Distributor provides to Customers in connection with the Licensed Software. 1.25 \"WORKAROUND\" shall mean a resolution of an Error which enables Customer to access similar but not equivalent functionality to that described in the Documentation which does not introduce additional Errors to the operation of the Licensed Software. 2.", "snippet_links": [{"key": "technical-support", "type": "definition", "offset": [6, 23]}, {"key": "training-materials", "type": "definition", "offset": [84, 102]}, {"key": "the-standard", "type": "clause", "offset": [115, 127]}, {"key": "generally-available", "type": "definition", "offset": [128, 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and, if necessary, forwards the errors to the <strong>Third Line Support</strong>.", "Guardian Technologies responsibilities will be outlined in Exhibit C &quot;<strong>Third Line Support</strong>&quot; shall mean assistance with problem evaluation and resolution according to the guidelines set out in Exhibit C.", "Siebel may offer Gold- or Platinum-level <strong>Third Line Support</strong> 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 <strong>Third Line Support</strong>, SIEMENS shall have completed all of the functions and procedures described herein and in SCHEDULE B for both First and Second Line Support.", "Only those individuals identified to Castle as Primary Technical Contacts in accordance with SECTION A.1.4 hereof shall be entitled to escalate a Problem to Castle for <strong>Third Line Support</strong>.", "Prices for such <strong>Third Line Support</strong> services are provided in Exhibit D.", "Siebel may offer Gold- or Platinum-level <strong>Third Line Support</strong> to Distributor in accordance with terms to be mutually agreed to by the parties in good faith following the execution of this Agreement [*] [*] Certain information on this page has been omitted and filed separately with the Commission.", "The Supplier shall supply <strong>Third Line Support</strong> in accordance with this Schedule.", "For Critical and Major Problems, Siemens shall designate senior engineers as Second Line and <strong>Third Line Support</strong> emergency representatives for Unisphere."], "related": [["technical-support", "Technical Support", "Technical Support"], ["level-3-support", "Level 3 Support", "Level 3 Support"], ["level-1-support", "Level 1 Support", "Level 1 Support"], ["basic-life-support", "Basic life support", "Basic life support"], ["helpdesk-support", "Helpdesk Support", "Helpdesk Support"]], "related_snippets": [], 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