First Level Support. First Level Support will be provided, in English, by Supplier to CA and its Customers.
A. Supplier shall have a reasonable number of appropriately trained technical personnel available in its support centers to provide help desk support regarding the Products and shall have at least one support installation of the Products at a Supplier support center. CA may pass calls received by CA relating to the Products directly to Supplier's First Level Support organization.
B. Supplier shall provide First Level Support substantially as described in CA's Client Support Handbook, a copy of which has been provided to Supplier. Such First Level Support shall include call acceptance from the Customer with diagnosis of problems to determine if they relate to software provided by Supplier, CA, or other parties. Supplier shall be responsible for investigating and collating all suspected errors in the Products reported by Customers and attempting to apply known PTFs or Maintenance Releases. Any unresolved suspected errors relating to the Products shall be referred for action under Second Level Support. First Level Support shall also include response to general advice and guidance questions from supported Customers.
First Level Support. Pumatech shall be responsible for providing (itself or through a Distributor or other designee) First Level Support for the Programs. “First Level Support” shall include call acceptance and response to End Users and Distributors, problem troubleshooting, identification, reproduction (if applicable) and provision of fixes, work-arounds and other maintenance releases to the Programs as set forth in Schedule 1. Licensor shall not have any obligation to provide support services directly to any of Pumatech’s Distributors, End Users or subcontractors.
First Level Support. As used herein, “First Level Support” shall mean direct user support provided by Targus to end-users of the Products consisting solely of general, non-technical assistance by telephone or e-mail in resolving problems with the Product which require no changes or modifications to the Products. Targus acknowledges and agrees that it is responsible for, and will provide all First Level Support for the Products and any Product training that may be required for Targus’ dealers and sales representatives. *** Confidential Treatment Requested Text Omitted and Filed Separately
First Level Support. If Customer has purchased First Level Support from SimX, SimX is responsible for providing First Level Support to Permitted Users. Otherwise, as between SimX and Customer, Customer is responsible for providing First Level Support to Permitted Users and will instruct Permitted Users to report problems and incidents involving the SAAS Service or the On-Prem Software to the Technical Contact. The Technical Contact will make reasonable attempts to identify and resolve the problem that caused the incident before escalating to Second Level Support.
First Level Support. 2.1 Comaea shall perform First Level Support which shall include the following services: (i) verification of End-User's entitlement to receive Maintenance and Support Services; (ii) collecting information regarding the nature of the support request and all other relevant information to process the support request; (iii) determining whether the support request is covered hereunder; (iv) attempting to resolve the support request using Comaea’s Solutions Knowledge Database and/or attempting to find a work around; (v) if necessary submitting a Second Level Support request for resolution hereunder; (vi) assigning each support request a unique reference number; and (vii) tracking and reporting resolution of the support request.
First Level Support. 9.1 The Reseller shall, unless otherwise agreed in Writing provide the following First Level Support and Maintenance for the Products to the End-Users:
9.1.1 a “help desk” to receive, respond to and resolve End User questions or complaints concerning the Products. The helpdesk shall be available to during 0830 to 1730 (UK local time) on each Working Day during the Term and shall be operated by adequately trained technical support personnel at the sole cost and responsibility of the Reseller;
9.1.2 where the Reseller is unable to resolve the question or complaint to the satisfaction of the End-User then the Reseller may contact ESET UK to provide the Second Level Support as set out in clause 10 below.
9.2 The Reseller shall ensure that First Level Support and Maintenance for the Products is efficiently managed so as to preserve the integrity of the Products and in a manner where persons with administrative authority over the Products shall be competent trained employees only or shall be persons under their supervision.
9.3 The Reseller shall provide co-operation and support to ESET UK in ESET UK’s efforts to provide Second Level Support and Maintenance to include (without limitation):
9.3.1 a reasonable level of responsiveness to ESET UK’s requirements and communications;
9.3.2 the timely transmittal and release to ESET UK of appropriate and accurate documentation and information;
9.3.3 the prompt review and analysis of the work performed by ESET UK; and
9.3.4 the making of facilities and personnel available to assist the ESET UK when and to the extent as is reasonably requested.
First Level Support. Company will provide its End Users with direct first-level support for the Company Services, ZEBEDEE API, and ZEBEDEE SERVICES in accordance with ZEBEDEE’s then-current support requirements and instructions as communicated by ZEBEDEE to Company in writing.
First Level Support. First Level support is the responsibility of Company and is also provided via the online help and FAQ documents. First Level support is also provided by Company’s IT organization and includes answering general service questions. If the issue cannot be answered by the First Level support representatives, these representatives may escalate it to Interwise’s Second Level support desk.
First Level Support. T-Mobile, not Licensor, will be responsible for providing direct, first-level support to its customers. First-level or direct support means fielding support requests from T-Mobile customers, general resolution of user errors, network errors, Internet delays or malfunctions, and service errors. T-Mobile will not represent to any customer or other third party that Licensor is available to provide any first-level support.
First Level Support. The Service Provider shall make its technicians available to the Client on-site 24 hours a day, seven days a week in order to carry out ad-hoc operations on the infrastructure hosted by the Client. These operations shall follow a procedure described by the Client by email or by telephone. This service shall include: − Electrical restarting of the Client's equipment − Checking the computer or electrical cabling − Checking the indicator lights and messages on the screen or on the equipment's front panel − Changing parts that do not require any disassembly of the equipment − Reinitializing the rack's disconnect switches − Access to a shared integration room − Availability of a meeting room (maximum one hour per month) All other services or time limit overruns shall be invoiced automatically at the (indivisible) hourly rate defined previously in a quotation. Subject to two working days' prior notice by the Client, the Service Provider shall manage the reception (Monday to Friday from 8 am-12 noon and 2 pm -5 pm) and storage of the Client's deliveries within the Hosting Center. The total volume of the Client's deliveries may not exceed two cubic meters, and no single delivery may exceed two tons or a height of two meters. Should these limits be exceeded, the Service Provider shall refuse the delivery or call upon a specialized operator at the Client's expense. Storage of the Client's deliveries shall be provided for a maximum of seven calendar days. Beyond that limit, each package shall be invoiced automatically at the price specified in the Sales Proposal.
