RESELLER'S RESPONSIBILITIES a. The Reseller shall comply with all applicable state and federal laws related to the sale of Lumin and Lumin Wand and notify 3B if it becomes aware of any non-compliance in connection with the product.
RESELLER'S RESPONSIBILITIES. 3.1. Reseller certifies that the Services will be marketed and resold directly to Customers in accordance with this Agreement.
RESELLER'S RESPONSIBILITIES. 1. Before any service request is made to FAST, RESELLER shall attempt to identify the cause of the given problem.
RESELLER'S RESPONSIBILITIES. 5.1 The reseller will use its best endeavors to promote the services of Swiftnet
RESELLER'S RESPONSIBILITIES. FAST and RESELLER will work together to provide tiers 2 and 3 support for the FAST Licensed Software that RESELLER sells. RESELLER shall provide “Tier 1” support to Customer on issues, problems and questions related to the FAST Licensed Software. FAST will provide Tier 2 & 3 support to RESELLER with respect to problems reported to RESELLER by Customers who have purchased maintenance and support for the Licensed Software. Once a support request is transferred to FAST for tiers 2 & 3 support, RESELLER will continue to maintain ownership of all customer communications. This will help minimize confusion on the customer side. On occasion should an issue require FAST to directly interface with customer, RESELLER is responsible for setting up a 3 way communication between customer, RESELLER and FAST. In such an event, RESELLER shall continue to be the main point of contact for the customer and maintain ownership of the support request. Before any service request is made to FAST, RESELLER will provide first tier support for all technical support requests to attempt to identify the cause of a given problem. Expectations for tiered support are defined below. If during the course of the first tier support process, a technical problem is isolated that is related to the FAST Licensed Software, then RESELLER shall notify FAST Technical Product Support as set out below. Only RESELLER personnel whose name, department, location, e-mail address and phone number have been provided to FAST by email shall be permitted to contact FAST Technical Product Support, RESELLER may designate up to three such individuals. Tier Descriptions The following section describes in detail the guidelines for Tier 1, Tier 2 and Tier 3 support. First Tier Support • Receiving the support request from the Customer (via the web, phone or email) • Validating the customer as an authorized caller • Collecting relevant technical problem identification information • Assigning a severity level to the call • Filtering non-technical problems from real technical issues • Validating that the technical root cause resided within the FAST technology • Creating a case documenting the problem • Establishing and maintaining customer communications • Providing general product information • Escalating the case to tier 2 as necessary Second Tier Technical Product Support • Performing basic research and triage • Problem isolation and product defect determination • Providing general product information for supported func...
RESELLER'S RESPONSIBILITIES. Subject to the terms and conditions of this Agreement, RESELLER shall:
RESELLER'S RESPONSIBILITIES. 35.1 Where any Services are to be performed at any of the Reseller’s premises, the Reseller shall provide adequate working space and office (including telephone) facilities for use by [*]’s personnel and take reasonable care to ensure their safety.
RESELLER'S RESPONSIBILITIES. 5.1 Reseller Obligations. Xxxxxxxx agrees:
RESELLER'S RESPONSIBILITIES. In addition to the responsibilities of Reseller elsewhere stated herein, Reseller has the following responsibilities:
RESELLER'S RESPONSIBILITIES. Reseller is solely responsible for the development, maintenance and operation of the Reseller’s sales process after purchase.
