Escalation and Severity Levels. All calls are received by Tier 1 or Tier 2 support personnel. LogRhythm’s best attempts are made to solve support issues with Tier 1 support personnel. Issues that are not able to be resolved by the Tier 1 support personnel shall be escalated as outlined below: (a) Tiered Support Definitions: Support requests shall be answered and/or escalated based on the following generalized criteria. The Tier I support engineer will be the first contact and shall determine escalation if an issue is not solved within 1 hour. Additional escalation shall be issue specific and shall remain within current contractual guidelines: Tier II – Functionality specific questions, advanced configuration changes and initial error investigation Tier III – Advanced functionality and configuration questions and detailed error investigation Tier IV (Sustaining Engineering) – Advanced error investigation to determine SW configuration changes and/or failed functionality Tier IV software support is reserved for consultation on development related issues only during business hours. (b) Support Ticket Escalation:
Appears in 3 contracts
Samples: End User License Agreement, End User License Agreement, End User License Agreement
Escalation and Severity Levels. All calls are received by Tier 1 or Tier 2 support personnel. LogRhythm’s best attempts are made to solve support issues with Tier 1 support personnel. Issues that are not able to be resolved by the Tier 1 support personnel shall will be escalated as outlined below:
(a) Tiered Support Definitions: Support requests shall will be answered and/or escalated based on the following generalized criteria. The Tier I support engineer will be the first contact and shall will determine escalation if an issue is not solved within 1 hour. Additional escalation shall will be issue specific and shall will remain within current contractual guidelines: Tier II – Functionality specific questions, advanced configuration changes and initial error investigation Tier III – Advanced functionality and configuration questions and detailed error investigation Tier IV (Sustaining Engineering) – Advanced error investigation to determine SW configuration changes and/or failed functionality Tier IV software support is reserved for consultation on development related issues only during business hours.
(b) Support Ticket Escalation:
Appears in 3 contracts
Samples: Terms and Conditions, Terms and Conditions, End User License Agreement
Escalation and Severity Levels. All calls are received by Tier 1 or Tier 2 support personnel. LogRhythm’s best attempts are made to solve support issues with Tier 1 support personnel. Issues that are not able to be resolved by the Tier 1 support personnel shall will be escalated as outlined below:
(a) Tiered Support Definitions: Support requests shall will be answered and/or escalated based on the following generalized criteria. The Tier I support engineer will be the first contact and shall will determine escalation if an issue is not solved within 1 hour. Additional escalation shall will be issue specific and shall will remain within current contractual guidelines: Tier II – Functionality specific questions, advanced configuration changes and initial error investigation Tier III – Advanced functionality and configuration questions and detailed error investigation Tier IV (Sustaining Engineering) – Advanced error investigation to determine SW configuration changes and/or failed functionality Tier IV software support is reserved for consultation on development related issues only during business hours.
(b) Support Ticket Escalation:
1) The system has crashed or is in a “hung” state, or displays a fatal error - resulting in data loss or corruption.
Appears in 1 contract
Samples: End User License Agreement
