Second Line Support means the identification, diagnosis and correction of Errors by the provision of (a) telephone and email assistance by a qualified individual on the Contact List and remote application support, or (b) on-site technical support at the State's premises by a qualified individual on the Contact List.
Second Line Support means direct technical support of Licensed Software provided to Customers, as set forth in Section 3.4(b).
Second Line Support means (a) isolating, identifying, and reproducing an unknown problem reported by an End User, (b) researching a workaround and/or solution to the problem, (c) working with GUPTA to help develop a workaround and/or fix, and (d) dialing into an End User system to implement a complex workaround or to apply a patch.
Examples of Second Line Support in a sentence
Xxxxxx shall provide the First Line Support and the Second Line Support during the Support Hours throughout the Service Period in accordance with the terms and conditions of this SLA and the Main Body, including the Service Levels.
More Definitions of Second Line Support
Second Line Support means, in connection with the identification, diagnosis and correction of Errors, the provision of on-site technical support at Buyer's premises.
Second Line Support means those Services to be provided by SIEMENS as described in SCHEDULE A and in the Operational Procedures.
Second Line Support means the general level of Support Services without First-Line Support obligations.
Second Line Support means (i) diagnosis of Incidents; (ii) a resolution of Incidents to the extent that they are within Entrust’s control; and (iii) a direct response to Customer’s nominated support representatives with respect to the problems and their resolution specific to the Offering.
Second Line Support means reproducing and isolating problems, and jointly developing workarounds for problems and testing software fixes for the Integrated Product.
Second Line Support means support, which cannot be solved within the First Line Support and consequently requires involvement of personnel with a high degree of knowledge of the Software Product and its functionality. Second Line Support handles problems by checking the usage of the Software Product as well as in-depth settings.
Second Line Support means the identification, diagnosis and correction of Errors by the provision of (a) telephone and email assistance by a qualified individual on the Contact List and remote application support.