{"component": "definition", "props": {"groups": [{"samples": [{"hash": "kjySs5iUoUW", "uri": "/contracts/kjySs5iUoUW#tier-2-support", "label": "Small Enterprise Agreement", "score": 36.3950157166, "published": true}, {"hash": "1GQ6cz8vjpA", "uri": "/contracts/1GQ6cz8vjpA#tier-2-support", "label": "Enterprise Agreement", "score": 36.3881034851, "published": true}, {"hash": "1qxjdRYUY42", "uri": "/contracts/1qxjdRYUY42#tier-2-support", "label": "Enterprise Agreement", "score": 36.2628974915, "published": true}], "snippet_links": [{"key": "support-provided", "type": "definition", "offset": [25, 41]}, {"key": "tier-1-help-desk", "type": "definition", "offset": [49, 65]}, {"key": "tier-1-support", "type": "definition", "offset": [105, 119]}], "size": 196, "snippet": "means the Esri Technical Support provided to the Tier 1 Help Desk when a Case cannot be resolved through Tier 1 Support.", "hash": "0cadaed81d4d7b28f87465dd738bc361", "id": 1}, {"samples": [{"hash": "5IdKCwyDBbP", "uri": "/contracts/5IdKCwyDBbP#tier-2-support", "label": "Enterprise License Agreement", "score": 26.6991996765, "published": true}, {"hash": "2EHHiPBonnL", "uri": "/contracts/2EHHiPBonnL#tier-2-support", "label": "Small Enterprise License Agreement", "score": 26.5924415588, "published": true}, {"hash": "budsByYodMx", "uri": "/contracts/budsByYodMx#tier-2-support", "label": "Esri Small Municipal and County Government Enterprise License Agreement (Ela)", "score": 24.3511295319, "published": true}], "snippet_links": [{"key": "support-provided", "type": "definition", "offset": [20, 36]}, {"key": "tier-1-help-desk", "type": "definition", "offset": [44, 60]}, {"key": "tier-1-support", "type": "definition", "offset": [105, 119]}, {"key": "licensee-will", "type": "clause", "offset": [121, 134]}], "size": 20, "snippet": "means the Technical Support provided to the Tier 1 Help Desk when an Incident cannot be resolved through Tier 1 Support. Licensee will receive Tier 2 Support from Esri.", "hash": "b5a946ca5202b77d6d2be6866ca61141", "id": 2}, {"samples": [{"hash": "dUyfaGgxbhO", "uri": "/contracts/dUyfaGgxbhO#tier-2-support", "label": "Small Enterprise Agreement", "score": 36.2760620117, "published": true}, {"hash": "2KJUBabAyx7", "uri": "/contracts/2KJUBabAyx7#tier-2-support", "label": "Small Enterprise Agreement", "score": 34.5132598877, "published": true}, {"hash": "lBMlBiuTaGx", "uri": "https://egenda.middlesex.ca/files/agendas/176/2889_8_f_CC_Sept_11_REGIONAL_GOVERNMENT_ENTERPRISE_AGREEMENT_WITH_ESRI_CANADA.pdf", "label": "Enterprise Agreement", "score": 13.3367557526, "published": false}], "snippet_links": [{"key": "support-provided", "type": "definition", "offset": [20, 36]}, {"key": "tier-1-help-desk", "type": "definition", "offset": [44, 60]}, {"key": "tier-1-support", "type": "definition", "offset": [100, 114]}], "size": 7, "snippet": "means the Technical Support provided to the Tier 1 Help Desk when a Case cannot be resolved through Tier 1 Support.", "hash": "7e07ef3411b5ba7d709d0e7a0c23003a", "id": 3}, {"samples": [{"hash": "41yqiXuDVKx", "uri": "https://gresham.granicus.com/MetaViewer.php?view_id=2&clip_id=321&meta_id=33116", "label": "Enterprise License Agreement", "score": 11.3244352341, "published": false}, {"hash": "5GGxLqTSChq", "uri": "https://www.moline.il.us/ArchiveCenter/ViewFile/Item/2277", "label": "www.moline.il.us", "score": 7.5489392281, "published": false}, {"hash": "dSjLYKEYugY", "uri": "https://moline.il.us/Archive/ViewFile/Item/2257", "label": "moline.il.us", "score": 7.5393567085, "published": false}], "snippet_links": [{"key": "support-provided", "type": "definition", "offset": [20, 36]}, {"key": "authorized-distributor", "type": "clause", "offset": [52, 74]}, {"key": "tier-1-help-desk", "type": "definition", "offset": [82, 98]}], "size": 4, "snippet": "means the Technical Support provided by Esri or its Authorized Distributor to the Tier 1 Help Desk when the Incident cannot be resolved through Tier 1", "hash": "6fcf2e50068bc22dd9b4676241387f7d", "id": 4}, {"samples": [{"hash": "hXs1uBCaauS", "uri": "/contracts/hXs1uBCaauS#tier-2-support", "label": "Master Services Agreement", "score": 31.0324516296, "published": true}, {"hash": "bI3UTLj0Zgd", "uri": "/contracts/bI3UTLj0Zgd#tier-2-support", "label": "Service Level Agreement", "score": 27.446269989, "published": true}, {"hash": "keAVx4ZkQHQ", "uri": "/contracts/keAVx4ZkQHQ#tier-2-support", "label": "Service Level Agreement", "score": 27.0465431213, "published": true}], "snippet_links": [{"key": "ddos-attack", "type": "definition", "offset": [64, 75]}, {"key": "the-customer", "type": "definition", "offset": [138, 150]}], "size": 4, "snippet": "means security engineering specialists trained to identify most DDoS attack incidents, apply mitigations, and fully manage an attack with the customer.", "hash": "a6698a7470cd4d000f3262f8b9db571f", "id": 5}, {"samples": [{"hash": "cp9JFUmj1ns", "uri": "/contracts/cp9JFUmj1ns#tier-2-support", "label": "Data Services Agreement", "score": 35.9921951294, "published": true}, {"hash": "81gh0txfaLZ", "uri": "/contracts/81gh0txfaLZ#tier-2-support", "label": "Data Services Agreement", "score": 35.8540534973, "published": true}, {"hash": "1cW9mIvnwpJ", "uri": "/contracts/1cW9mIvnwpJ#tier-2-support", "label": "Data Services Agreement", "score": 29.1984157562, "published": true}], "snippet_links": [{"key": "support-service", "type": "definition", "offset": [6, 21]}, {"key": "technical-nature", "type": "definition", "offset": [57, 73]}, {"key": "tier-1-support", "type": "definition", "offset": [108, 122]}, {"key": "local-database", "type": "definition", "offset": [238, 252]}, {"key": "api-calls", "type": "clause", "offset": [273, 282]}, {"key": "tier-3-support", "type": "definition", "offset": [337, 351]}], "size": 4, "snippet": "means support service regarding the SDK that, due to its technical nature, cannot reasonably be provided by Tier 1 Support, which service consists of the identification of whether an Issue is a problem, error, or bug contained within the Local Database or provided through API calls, and if so, timely escalation of support inquiries to Tier 3 Support.", "hash": "2af571ec91ba1c01de3c09cbda692a84", "id": 6}, {"samples": [{"hash": "7aEG7s9gV2b", "uri": "/contracts/7aEG7s9gV2b#tier-2-support", "label": "Master Services Agreement (Gap Inc)", "score": 24.6960983276, "published": true}, {"hash": "95hjEzzwJDT", "uri": "/contracts/95hjEzzwJDT#tier-2-support", "label": "Master Services Agreement (Gap Inc)", "score": 24.4414787292, "published": true}], "snippet_links": [{"key": "level-of-support", "type": "definition", "offset": [15, 31]}, {"key": "help-desk", "type": "clause", "offset": [42, 51]}, {"key": "tier-1-support", "type": "definition", "offset": [108, 122]}, {"key": "authorized-user", "type": "definition", "offset": [144, 159]}, {"key": "higher-level", "type": "definition", "offset": [290, 302]}, {"key": "hours-of-operation", "type": "definition", "offset": [469, 487]}, {"key": "business-hours", "type": "clause", "offset": [496, 510]}], "size": 4, "snippet": "means the next level of support after the Help Desk for Incidents assigned to Supplier by the Help Desk. If Tier 1 Support does not Resolve the Authorized User\u2019s Incident or questions, the Incident shall be referred to Supplier for in-scope Problems or Incidents. Tier 2 Support provides a higher level of expertise that goes beyond Tier 1. Limited programming, if any, may occur at this level. Tier 2 Support may include the use of on-site technicians. Tier 2 Support hours of operation: Campus business hours *.", "hash": "850290acdf9a820c1f5330489bf7e9ee", "id": 7}, {"samples": [{"hash": "b7G0uz2gBvR", "uri": "/contracts/b7G0uz2gBvR#tier-2-support", "label": "Marketing & License Agreement (Paradyne Networks Inc)", "score": 18.0, "published": true}, {"hash": "81Nu8h9pguE", "uri": "/contracts/81Nu8h9pguE#tier-2-support", "label": "Marketing & License Agreement (Paradyne Networks Inc)", "score": 18.0, "published": true}, {"hash": "6USIMqUl00l", "uri": "/contracts/6USIMqUl00l#tier-2-support", "label": "Marketing & License Agreement (Paradyne Networks Inc)", "score": 18.0, "published": true}], "snippet_links": [{"key": "provision-of", "type": "clause", "offset": [10, 22]}, {"key": "determine-the", "type": "clause", "offset": [59, 72]}, {"key": "the-problem", "type": "clause", "offset": [85, 96]}], "size": 3, "snippet": "means the provision of diagnostics provided by Paradyne to determine the severity of the Problem, attempt to reproduce and correct the suspected Problem, or determine that the Problem cannot be reproduced.", "hash": "2cb3a6a6122e2237a3ac6353fe0d666d", "id": 8}, {"samples": [{"hash": "iThB0xtVfdS", "uri": "/contracts/iThB0xtVfdS#tier-2-support", "label": "Commercial Agreement (Hortonworks, Inc.)", "score": 25.8569469452, "published": true}, {"hash": "fVRfpwKVM0r", "uri": "/contracts/fVRfpwKVM0r#tier-2-support", "label": "Commercial Agreement (Hortonworks, Inc.)", "score": 25.6078033447, "published": true}], "snippet_links": [{"key": "tier-1-support", "type": "definition", "offset": [90, 104]}], "size": 2, "snippet": "means support to correct any Errors found in the Supported Hadoop Software escalated from Tier 1 Support.", "hash": "40b74635d245f2850d1dddf7f588b367", "id": 9}, {"samples": [{"hash": "Ep18M0SqX8", "uri": "https://fidel.uk/documents/Fidel_Terms_of_Service.docx", "label": "fidel.uk", "score": 9.5571527481, "published": false}, {"hash": "i0r4LrnCnpx", "uri": "https://www.fidel.uk/documents/Fidel_Terms_of_Service.docx", "label": "www.fidel.uk", "score": 7.8932237625, "published": false}], "snippet_links": [{"key": "second-line-support", "type": "definition", "offset": [6, 25]}, {"key": "technical-and", "type": "clause", "offset": [29, 42]}, {"key": "urgent-issues", "type": "clause", "offset": [43, 56]}], "size": 2, "snippet": "means second line support on technical and urgent issues;", "hash": "15bda1982af85abdf885ed46b2f9cb87", "id": 10}], "next_curs": "ClsSVWoVc35sYXdpbnNpZGVyY29udHJhY3RzcjcLEhpEZWZpbml0aW9uU25pcHBldEdyb3VwX3Y1NiIXdGllci0yLXN1cHBvcnQjMDAwMDAwMGEMogECZW4YACAA", "definition": {"title": "Tier 2 Support", "size": 275, "snippet": "means the Esri Technical Support provided to the Tier 1 Help Desk when a Case cannot be resolved through Tier 1 Support.", "id": "tier-2-support", "examples": ["If the Tier 1 Help Desk cannot resolve the Incident, an authorized Tier 1 Help Desk individual may contact <strong>Tier 2 Support</strong>.", "<strong>Tier 2 Support</strong> may request that Tier 1 Help Desk individuals provide verification of information, additional information, or answers to additional questions to supplement any preliminary information gathering or troubleshooting performed by Tier 1 Help Desk.", "<strong>Tier 2 Support</strong> will attempt to resolve the Incident submitted by Tier 1 Help Desk.", "When the Incident is resolved, <strong>Tier 2 Support</strong> will communicate the information to Tier 1 Help Desk, and Tier 1 Help Desk will disseminate the resolution to the user(s).", "<strong>Tier 2 Support</strong> will log the calls received from Tier 1 Help Desk.", "Tier 1 Help Desk individuals are the only individuals authorized to contact <strong>Tier 2 Support</strong>.", "<strong>Tier 2 Support</strong> will review all information collected by and received from the Tier 1 Help Desk including preliminary documented troubleshooting provided by the Tier 1 Help Desk when <strong>Tier 2 Support</strong> is required."], "related": [["tier-1-support", "Tier 1 Support", "Tier 1 Support"], ["level-2-support", "Level 2 Support", "Level 2 Support"], ["level-1-support", "Level 1 Support", "Level 1 Support"], ["first-level-support", "First Level Support", "First Level Support"], ["level-3-support", "Level 3 Support", "Level 3 Support"]], "related_snippets": [], "updated": "2025-07-24T04:27:56+00:00"}, "json": true, "cursor": ""}}