LEVEL TWO SUPPORT Sample Clauses

LEVEL TWO SUPPORT. Under Level Two Support, Trend Micro will either deliver to Customer or make available to Customer for downloading from Trend Micro’s web site(s) Content Security Updates and Product Updates at the same time it distributes and/or makes such Content Security Updates and Product Updates available to its other similar Customers. Currently, Content Security Updates are updated at least on a weekly basis. In order to provide Level Two Support, Trend Micro must process and store certain information about a Customer’s network and equipment to provide support services, in addition to product registration information. Level Two Support also includes the following: Personalized Support Relationship. Trend Micro will appoint one technical account manager or TAM to serve as Customer’s principal contact with Trend Micro. The TAM will respond to issues and questions originating from, or reported by, authorized Customer contacts located in North America. The TAM will develop an understanding of Customer’s system architecture and hardware configuration and will coordinate Trend Micro’s response to Customer’s requests for technical support. Trend Micro will assign appropriately qualified employees to serve as TAMs and to provide back-up technical support services. Trend Micro reserves the right, at its discretion and at any time, to replace the TAM assigned to Customer. Trend Micro may replace a TAM at Customer’s request but only if such request and the reasons therefore are stated in writing. Incidents. Under Premium Support, Customer may submit up to 30 Incidents for each one-year term of this Agreement. An “Incident” is defined as a technical problem with, or question about, a Trend Micro Product that cannot be broken down into subordinate problems or questions. For example, a single Customer call with two unrelated questions about the same Trend Micro Product would constitute two Incidents and five communications from Trend Micro about the same problem would constitutes one Incident. Service requests that relate to problems or errors in the Trend Micro Product software or to new computer viruses do not count as Incidents. CUSTOMER may purchase Additional Incidents in groups of five for Trend Micro’s standard fee for Additional Incidents. 24X7 TAM Support. The TAM may be reached during regular business hours via email or telephone or pager. For urgent matters, the TAM can be reached twenty (24) hours a day, seven
Sample 1
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LEVEL TWO SUPPORT. If the problem is not due to a misunderstanding by the customer of the documentation or improperly functioning hardware, VITAL’s support analysis shall make a reasonable effort to duplicate the problem on VITAL’s internal version of the Licensed Product and work directly with the Customer to provide solutions to the problem.
Sample 1
LEVEL TWO SUPPORT. Vendor shall provide to Distributor back-end theoretical support, technical information, training, consulting, cooperation and assistance as may be reasonably necessary for Distributor to provide Level One Support to End Users and Distributor personnel, including, without limitation, as set forth in this EXHIBIT E ("LEVEL TWO SUPPORT").
Sample 1

Related to LEVEL TWO SUPPORT

  • Product Support a. In the event that any goods delivered under this contract become defective or malfunction for any reason and at any time (even after the applicable warranty period has expired), including while “in-orbit” if integrated into a satellite, Seller shall promptly perform a failure verification or analysis and determine the appropriate corrective action at no additional cost to Buyer. Seller shall take the appropriate measures to correct all defects, determined to be Seller's responsibility, in all applicable documentation, undelivered goods, and delivered un-launched goods, as required by Buyer.

  • Customer Support If Customer is entitled to receive Customer Support as part of a separately purchased Service Plan, Sage warrants that while Customer’s Service Plan is in effect and if it has paid all required Service Plan fees, Sage will use qualified personnel to provide Customer Support in a professional manner consistent with industry standards. Customer’s sole remedy under this section 5.2 is limited to Sage’s re-performance of the Customer Support services giving rise to Customer’s claim.

  • Technical Support State Street will provide technical support to assist the Fund in using the System and the Data Access Services. The total amount of technical support provided by State Street shall not exceed 10 resource days per year. State Street shall provide such additional technical support as is expressly set forth in the fee schedule in effect from time to time between the parties (the “Fee Schedule”). Technical support, including during installation and testing, is subject to the fees and other terms set forth in the Fee Schedule.

  • Support During the term of this Addendum, State Street agrees to provide the support services set out in Attachment D to this Addendum.

  • TECHNICAL SUPPORT SERVICES 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

  • Support Services HP’s support services will be described in the applicable Supporting Material, which will cover the description of HP’s offering, eligibility requirements, service limitations and Customer responsibilities, as well as the Customer systems supported.

  • Maintenance and Support Services As long as you are not using the Help Desk as a substitute for our training services on the Tyler Software, and you timely pay your maintenance and support fees, we will, consistent with our then-current Support Call Process:

  • Maintenance and Support For so long as you timely pay your SaaS Fees according to the Invoicing and Payment Policy, then in addition to the terms set forth in the SLA and the Support Call Process, we will:

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