First Level Support definition

First Level Support means any support relating to calls from Customer’s customers, end users or affiliates or general resolution of user errors, network errors, provisioning errors or Internet delays or malfunctions.

First Level Support means a) delivery of standard answers to commonly recurring questions and b) assisting with application-related issues arising during day-to-day use of the system and c) first point of contact for technical questions concerning a purchased deliverable.

First Level Support means any support relating to calls or questions from Your customers, users, or general resolution of user errors, network errors, provisioning errors, or Internet delays or malfunctions.

Examples of First Level Support in a sentence

• If First Level Support is unable to resolve an Incident after using commercially reasonable efforts to do so, First Level Support will escalate the Incident to Second Level Support.

• For clarity, Reseller shall have no right to renew any First Level Support following the termination or expiration of this Agreement.

• First Level Support shall include (a) fielding and promptly addressing all questions from End Users; (b) addressing all errors in the Software reported by End Users and immediately reporting to Mersive all such errors that Reseller is unable to correct, and (c) notifying End Users of the availability of Software Updates and Software Upgrades that Mersive makes available pursuant to Backline Support.

• For each End User License, Windward shall provide First Level Support Services described in Section 5.2. For ASP Licenses and ISV Licenses, Windward shall make available to Licensee only and not to Licensee’s Customers, Second Level Support Services as described in Section 5.4. ASP Licensee and ISV Licensees are responsible for providing to their Customers First Level Support Services as described in Section 5.2 and Section 5.3.

• FINCRA Merchant First Level Support This is the first point of contact for the FINCRA Merchant when they want to raise a request or incident ticket.

More Definitions of First Level Support

First Level Support means using commercially reasonable efforts to respond to and solve basic User problems, such as: (i) responding to questions from Users regarding the Documentation; (ii) responding to questions from Users regarding the Programs or Custom Software and attempting to diagnose failures; (iii) attempting to isolate the cause of the problem (for example, determining if the failure is the result of a configuration problem or User error); (iv) attempting to determine if a problem is a known problem; and (v) recommending fixes or other methods to restore operations to the User's system.

First Level Support means a level of support at least at the level that Certified Personnel are trained to provide in accordance with the Zeltiq Training Program (as such terms are defined below).

First Level Support means: (i) generating product information; (ii) providing configuration support; (iii) collection of relevant technical problem identification information; (iv) filtering user errors from real technical problems; and (v) solving simple problems by reference to existing documentation.

First Level Support means the ability to provide general Product information and configuration support; collect relevant technical problem identification information; perform base problem determination; provide basic support on the standard protocols and features; go on-site at Customer location to obtain information if situation requires.

First Level Support means basic help-desk functions typically including initial call handling, call logging, assignment of call priority, queue placement, initial problem diagnostic services for identifying problems and generic application faults, analysis, and where possible, problem resolution, detailed product problem analysis (including any problem duplication), detailed problem diagnostic services for identifying complex problems and application faults, application of any service releases or end-user-specific fixes and interface.

First Level Support means first call support on all customer calls; technical support staff answers technical inquiries regarding Licensee Products, performs Licensee Product configuration support, if applicable, and provides broad troubleshooting expertise.

First Level Support means the support provided to Your Designated Support Contacts by Us or Our authorized representatives, which shall include (i) taking the initial call for assistance, (ii) reporting, documenting, and tracking support queries, and (iii) either providing the applicable solution or workaround for a given Incident, or routing such Incident to Second Level Support in accordance with the Support Services set forth in Section 3 below.