Tier 3 Support definition

Tier 3 Support means involvement of engineering specialists to identify and verify all DDoS attack incidents and begin mitigation.

Tier 3 Support means the provision of backup technical and/or engineering services by NetScout the resolve a Problem that has been determined to be, or is highly probable to be, the result of a design or manufacturing defect that cannot be resolved by Paradyne.

Tier 3 Support means the support services Siklu will provide the customer for service calls that could not be resolved, following Siklu’s escalation procedures, criteria and guidelines.

Examples of Tier 3 Support in a sentence

• In the event Paradyne is unable to resolve a Customer's problem and NetScout Tier 3 Support is required, Paradyne will escalate the problem to NetScout per a Customer assigned priority level.

• NetScout will provide Tier 3 Support via telephone or electronic mail, five (5) days per week, during NetScout's normal business hours (8 am - 6 pm, EST), and, and via a paging service for after hours, weekend and holiday escalations.

• If Yahoo is unable to address and resolve the Error by developing an Error Correction using Tier 2 Support, Yahoo may notify HortonWorks of such Error thus invoking Tier 3 Support, and will include with such notice a detailed description of the nature of the Error and a request for Support Services.

• In the case of a P0 Error, HortonWorks will cooperate with Yahoo to perform an immediate investigation of the P0 Error and, at Yahoo’s request, develop an Emergency Bug Fix to correct the P0 Error in accordance with the resolution times set forth in Section 2.8 (Response and Resolution Times by HortonWorks for Tier 3 Support) of this Exhibit C (Support Services).

• HortonWorks’ Project Manager will (i) provide an initial acknowledgement of the Error submission, (ii) assign a tracking number to each Error reported by Yahoo, and (iii) provide periodic status updates at minimum status intervals in accordance with Section 2.8 (Response and Resolution Times by HortonWorks for Tier 3 Support) of this Exhibit C (Support Services).

More Definitions of Tier 3 Support

Tier 3 Support means the support to correct any Errors found in the Supported Hadoop Software escalated from Tier 2 Support. vi Yahoo and HortonWorks Confidential

Tier 3 Support means the provision of advanced technical support, consultation and guidance to the Tier 1 Help Desk Support and Supplier’s Tier 2 Support team by subject matter experts and the assistance in the final resolution of complex Incidents. Tier 3 Support also involves interacting with OEM groups or development teams that provide consultation in Incident determination and resolution, including the development of programming workarounds, patches and fixes. This Tier 3 Support provides specific systems or product knowledge and/or programming expertise.

Tier 3 Support means that if a Carrier Customer’s “Tier 2” support group cannot answer questions posed by End Users, Danger will provide support directly to Carrier Customer’s “Tier 2” customer support group in order to help answer the questions. For purposes of clarification, Carrier Customers’ customer support organizations are generally organized into a “Tier 1” group (call center operators who field calls from End Users) and a “Tier 2” group (call center managers or escalation specialists who answer questions that the “Tier 1” group cannot answer).

Tier 3 Support means assessing, and if commercially reasonable resolving, code-level Issues caused by the SDK that cannot be prevented, diagnosed, or corrected by Tier 1 Support or Tier 2 Support and are not related to the Partner Product.

Tier 3 Support means the highest Technical Support level that is provided for advanced and escalated services assistance and server health. Tier 3 Support includes troubleshooting and resolving advanced problems, including but not limited to: • Communications with upstream providers • Domain Name Servers (DNS) issues • Blacklisting IP addresses • Allowance for delivery from Blacklisted IP addresses • Memory and Storage capacity • Bandwidth issues • Engineering • Consulting

Tier 3 Support means the desk receiving escalations from Tier 2 Support, which is provided by BT via the BT Service Desk, who may escalate and manage Incidents with the Vendors.

Tier 3 Support means assistance to customer cases which are deemed too difficult or involved to be handled by Tier 2 Support and include cases involving the reproduction of high severity/difficulty issues, those which require verification of problem reproductions developed by Tier 2 Support staff, and those which involve undocumented product features or functionality. TRAINING FEES Training Classes are $[*] per day for up to 10 participants, plus any related travel or business expenses incurred. Should a training class exceed 10 participants, then an additional fee of $[*] per student will be charged rates. CONSULTING FEES Consulting is available from Sagent for a fee of $[*] per day (8 hours) plus any related travel or business expenses. * Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions. 27 EXHIBIT C [ESCROW AGREEMENT] TERMS AND CONDITIONS OF ESCROW ACCOUNT SourceFlex Software Escrow Agreement Developer [Sagent Technology, Inc.] SourceFile This contract is a two-party agreement between SourceFile and Sagent Technology, Inc. End-users may sign on to this agreement as they license the technology from the Sagent. The SourceFile contract provides the opportunity to serve all licensees of a particular Software Developer for one or more systems. SOURCEFILE SOFTWARE SOURCE CODE ESCROW AGREEMENT SOURCEFILE NUMBER: ___7446_______ This Software Source Code Escrow Agreement, dated as of January 6, 1997 by and between FileSafe, Inc., a California corporation, doing business as SourceFile ("SourceFile") located at 1350 Xxxx Xxxxx Xxx., Xxxxxxx, Xxxxxxxxxx, 00000 xxx Sagent Technology, Inc., located at 2225 X. Xxxxxxxx, Xxxx Xxxx, XX, 00000 ("Xagent"), and each Beneficiary identified by Depositor to SourceFile as provided for in Paragraph 3 hereof (each a "Beneficiary", collectively the "Beneficiaries").