Third Line Support means technical support of Licensed Software, as set forth in Section 3.5(c).
Third Line Support means and InGenius shall be responsible for, as hereinafter described, engaging InGenius’s software development resources to attempt to replicate and resolve any escalated Errors not resolved by First or Second Line Support. InGenius’s software developers shall work closely with InGenius’s Second Line Support personnel and if necessary First Line Support personnel to characterize in the lab, analyze software logs, attempt to replicate, and attempt to resolve reported Errors by work-around or by Software Update fixes.
Third Line Support means the Services to be provided by Castle in accordance with the functions and procedures specified in SCHEDULE A and in the Operational Procedures.
Examples of Third Line Support in a sentence
Third Line Support handles all code and programming related issues.
The Second Line Support handles all errors concerning the server functionality and evaluates the error level according to the table below and, if necessary, forwards the errors to the Third Line Support.
Customer acknowledges that Benchling will use commercially reasonable efforts to provide the First Line Support and Second Line Support, and that at Benchling’s discretion and upon Benchling’s request, Scitara will provide Second Line Support and/or Third Line Support to Customer directly.
More Definitions of Third Line Support
Third Line Support means support, which cannot be solved within the Second Line Support and consequently requires involvement by the software developers. Third Line Support handles problems by investigating the Source Code and, if necessary, making modifications to it. Any such Source Code modifications will be provided to ISE by OMT in the form of a Corrective Release or New Release as applicable.
Third Line Support. Where the specialist skills of the Contractor are required to investigate and resolve problems which cannot be resolved by the first or second line support.
Third Line Support means and InGenius shall be responsible for, as hereinafter described, engaging InGenius’s software engineering resources to attempt to replicate and resolve any escalated Errors not resolved by First or Second Line Support. InGenius’s engineers shall work closely with InGenius’s Second Line Support personnel and if necessary First Line Support personnel to characterize in the lab, analyze software logs, attempt to replicate, and attempt to resolve reported Errors by work-around or by Software Update fixes. Software Registration Key Resets InGenius will provide software registration key resets for ICE Customers who are changing computer hardware, up to a maximum of twice per year. Windows Server Operating System and CRM System Updates and Bug Fixes. InGenius will provide Software Updates to ICE Customers to support Windows Server operating system upgrades up to a maximum of once per year, and will make best efforts to do so within 6 months of the new operating system becoming generally available. InGenius will also provide Software Updates to ICE Customers to support CRM system upgrades when required. InGenius will also provide Software Updates to Customers to include bug fixes. Availability; Methods of Contact. InGenius will use reasonable efforts to provide Support to First Line Support personnel from 9:00 am to 4:30 pm ET, Monday through Friday (which shall constitute business hours and business days for purposes of Support), excluding Canadian holidays observed by InGenius in Xxxxxx, Xxxxxxx, Xxxxxx, and the period between Christmas and New Year’s Day. All support requests to InGenius shall be made via email, to the following email address: xxxxxxxxxx@xxxxxxxx.xxx .
Third Line Support shall have the meaning set out in Section 3 herein.
Third Line Support means technical support of Licensed Software, as set forth in Section 3.5(c). 1.21 "TRAINING MATERIALS" shall mean the standard generally available Siebel training materials, as set forth in Technical Services schedule in effect at the time such training materials are ordered by Distributor. 1.22 "UPDATES" shall mean (a) subsequent releases of the Programs that (i) add new features, functionality, and/or improved performance, (ii) operate on new or other databases, (iii) add new foreign language capabilities, or (iv) are new foreign language versions of the Programs; (b) bug or Error fixes, patches, Workarounds, and maintenance releases; (c) new point releases, including those denoted by a change to the right of the first decimal point (e.g., v3.0 to 3.1), and (d) new major version releases, regardless of the version name or number, but including those denoted by (i) a change to the left of the first decimal point (e.g., v3.0 to 4.0) and/or (ii) the addition of a date designation or a change in an existing date designation (e.g., v1999 to 2000). Updates shall not include separate products which Siebel offers only for an additional fee to its customers generally, including those customers purchasing Maintenance Services. 1.23 "USER" shall mean the named or specified (by password or other user identification) individuals authorized by Customer to use Licensed Software, regardless of whether the individual is actively using the Licensed Software at any given time. The maximum number of Users that may use the Licensed Software shall be specified in an Order Form signed by Customer and Distributor. Users may include the employees of Customer or third parties, provided that such third party is limited to use of the Licensed Software (i) only as configured and deployed by Customer, and (ii) solely in connection with Customer's business operations as conducted by or through such third party, including but not limited to the installation, administration or implementation of the Licensed Software for Customer. Distributor agrees that it is responsible for ensuring that any third party usage is authorized by Customer in accordance with the terms and conditions of this Agreement. Notwithstanding the foregoing, Users shall exclude any individuals employed by, or acting on behalf or under the direction or control of, a direct competitor of Siebel Upon request, Siebel shall provide Distributor with a listing of its direct competitors 1.24 "VALUE ADDED OFFERING" means the...
Third Line Support means the level of product support to be provided by Seller that requires changes and/or modifications in the source code of the Product.
Third Line Support means the Services to be provided by Company in accordance with the functions and procedures specified in SCHEDULE A and in the Operational Procedures.