Third Level Support definition
Third Level Support means support in dealing with new, as yet undocumented issues for which solutions need to be found and b) advise First and/or Second level support staff and c) by definition, issues resolved by third level support become solutions for First and/or Second level support.
Third Level Support means problem solving at the engineering or source code level.
Third Level Support means: (i) confirming duplication of the problem and validating that it's a defect; (ii) fixing software bugs or generating workarounds.
Examples of Third Level Support in a sentence
Third Level Support shall include visits to customer sites for problems which cannot be resolved remotely.
The license fees paid to Riverstone will not be included in the calculation of "actual purchases" pursuant to Sections 3.4 and 3.5. Riverstone will not be obligated to provide service or support for any line cards manufactured by Tellabs, other than Third Level Support for the backplane ASICs and related software provided by Riverstone.
Tellabs shall cooperate with Riverstone in identification of "bug fixes" and work-arounds and the provision of Third Level Support.
In addition, Palm will provide Licensee with Third Level Support during the term of this Agreement.
Palm shall make Third Level Support available via telephone, FAX or e-mail solely to Licensee’s Authorized Callers during Palm’s normal business hours (8:00 a.m.-5:00 p.m. California time, Monday through Friday, excluding holidays).
More Definitions of Third Level Support
Third Level Support means backup technical support to two representatives of Licensee’s Second Level Support team (the “Authorized Callers”). Palm will identity to Licensee its technical support personnel for the Palm Software (the “Designated Support Personnel”). The Authorized Callers and Designated Support Personnel will be the primary contacts between Palm’s and Licensee’s technical support and/or escalation centers. Licensee will provide a list of Authorized Callers including names, address, phone numbers, and Internet e-mail address. Palm will provide a similar list of Designated Support Personnel. These lists will be reviewed quarterly and updated as required.
Third Level Support means fixing or generating workarounds for Hardware and Software bugs and troubleshooting bugs that were not diagnosed during Second Level Support.
Third Level Support means the service provided to isolate a software problem at the software component level and to furnish a correction or circumvention of the software problem.
Third Level Support means a prompt response to Support Requests escalated by Second Level Support including providing a Fix acceptable to Mercury Interactive and the End User. Third Level Support is provided by designated qualified Licensor support engineers and includes answering complex setup or usage questions, additional information gathering and problem isolation, providing relief for both new and known complex problems and the provision of a fully documented and tested permanent Fix.
Third Level Support means technical support provided by a person or group who has expertise in a specific field(s) that may include but is not limited to knowledge of the Product source code. Third Level Support will conduct detailed analysis until Incidents are resolved and report results to Second Level Support for communication with identified Customer contacts. Third Level Support typically does not handle daily incidents and is used solely as an escalation point.
Third Level Support means a combination of Instrument and assay experts who should be capable of resolving complaints that cannot be resolved by First Level Support or Second Level Support.
Third Level Support means fixing or generating work-arounds for Hardware and Software bugs and troubleshooting bugs that were not diagnosed or resolved during Second Level Support. • Rights and Responsibilities of Supplier • Rights and Responsibilities of AT&T • Availability (hours) and responsiveness • AT&T shall have the ability to initiate a trouble call requesting either Hardware and/or Software support at any time twenty-four (24) hours per day and seven (7) days per week, including all holidays. • Supplier shall respond to the trouble call according to the applicable service level for hardware or software. • For all hardware service levels providing on site repairs including related System-Based Software, the Supplier shall either accept the trouble call immediately, with a short wait of less that [* * *] or will accept the information for the trouble call in a message and return the call to AT&T within [* * *]. Failure to accomplish these response times shall be treated as a failure to satisfy the required service level for Customer. • For all Hardware not requiring on site repairs, the Supplier will either accept the trouble call immediately, with a short wait of less than [* * *], or return the trouble call quickly enough to permit meeting the agreed upon service level as specified in the Hardware Maintenance section of this appendix . Failure to provide an appropriate delivery of the applicable Material when the trouble call was initiated prior to a cutoff time separately agreed by both Parties shall be treated as a failure to satisfy the required service level for the customer. • For all Software products that have maintenance coverage, Supplier will provide Technical support within [* * *] of the initial trouble call. Supplier shall provide a technician on AT&T’s first call for software maintenance capable of providing Third Level Support. Prior to initiating a trouble call to the Supplier, AT&T’s technical support staff shall provide First and Second Level support to the customer. Failure for Supplier to have an adequately trained technician return the original trouble call shall be treated as a failure to satisfy the service level for the specific customer. • Maintenance of existing Material • From time to time AT&T may be engaged by an AT&T Customer to provide Maintenance Service on Material that was not sold to the AT&T Customer by AT&T. In these cases, AT&T shall have the ability to order hardware and/or Software maintenance on the affected Material from the ...