Second Level Support. A. Supplier shall provide Second Level Support, in English, during the hours and substantially in accordance with the procedures described below which shall include problem diagnosis and error corrections or avoidance (work-arounds) with respect to suspected errors in the Products reported by CA or its Customers. Such service shall also include provision to CA of any Maintenance Releases and Updates for the Product made available by Supplier during the Term of the Agreement. CA shall have the right to distribute such Updates to supported CA Customers.
B. Severity levels:
Second Level Support. For purposes of this Agreement, “Second Level Support” shall mean support provided by Comarco to Targus for Product problems and issues that have not been or could not reasonably be resolved through First Level Support. Comarco agrees to provide Targus with support to assist it in resolving customer difficulties with the Products that are beyond First Level Support. Comarco will acknowledge Targus’ request, in English not less than […***…] after Targus requests assistance, through electronic communication or other method selected by Targus. Comarco shall supply the same level of support for a period of […***…] months after Targus’ receipt of the last Product shipped by Comarco to Targus hereunder.
Second Level Support. Newbridge will provide detailed product problem ---- -------------------- analysis, as well as any problem duplication in the NTAC laboratory. Second- Level Support will provide more detailed problem diagnostic services for identifying complex problems and application faults that cannot be resolved by First-Level Back Office Support. Second-Level Support will be responsible for the application of any maintenance releases or End User-specific fixes that Vendor Support will provide. Second-Level Support will also provide interface and escalation to Vendor Third-Level Support as required.
Second Level Support. Licensor will provide Pumatech with support services, in accordance with the terms and prices set forth in Schedule 1. Pumatech shall follow the following procedures: * Material has been omitted pursuant to a request for confidential treatment.
(a) Pumatech shall be responsible for reviewing all reported errors to determine if the error occurs in the Programs or in other products not supplied by Licensor. Pumatech may then submit the error to Licensor if it determines that it is in the Programs; and
(b) Pumatech or its designee shall submit detailed descriptions of any reported errors. If Licensor is not able to replicate the error, Pumatech or its designee shall provide additional information reasonably required by Licensor (which may include a sample program enabling replication of the error).
Second Level Support. (a) If the request of a User is not resolved by First Level Support, the Parish must request Second Level Support from CDF (or as otherwise directed by CDF from time to time, for example, from Frontstream).
(b) CDF may require the Parish to provide a report of the suspected defect or error in such form as required by CDF before CDF will provide Second Level Support.
(c) CDF will provide the Second Level Support to the Parish or, at CDF’s discretion, directly to the User.
Second Level Support. 10.1 Subject to the terms of this Agreement and unless otherwise agreed in Writing between the parties ESET UK shall provide Second Level Support and Maintenance to the Reseller but where appropriate for the benefit of an End-User during the Normal Support Hours.
10.2 ESET UK shall be under no obligation to provide Second Level Support and Maintenance to the Reseller in respect of:
10.2.1 any problems resulting from any modification or customisation of the Products not made by or authorised in Writing by ESET UK;
10.2.2 incorrect or unauthorised use of the Products or operator error, being use or operation not in accordance with the Product Documents;
10.2.3 any fault in any computer hardware or use of the Products with computer hardware, operating systems or other supporting software other than as specified in the Product Documents;
10.2.4 use of the Products other than as specified in the Product Documents; and
10.2.5 use of the Products with any other third party software or Products that ESET UK has not expressly authorised in Writing to be used with the Products.
10.3 ESET UK shall not be responsible for training End-Users in the features, use and operation of the Products.
Second Level Support. For any Services transitioned to Sharecare prior to the end of the Term, HSWI agrees to provide transition support, if and as requested, to Sharecare for those aspects of the Services with which Sharecare requires assistance consistent with the Budget and the Specifications ("Second Level Support"). HSWI will provide Second Level Support within the scope of those resources then-funded by Sharecare, on a month-to-month basis, for so long as requested by Sharecare during the Term.
Second Level Support. ISV shall purchase annual technical telephone support from SilverStream for support of the Software as required under the Schedule, for which SilverStream will provide ISV with support services during normal SilverStream business hours from SilverStream's support centers subject to the support fees set forth in the Schedules and provided that ISV follows the following procedures:
(a) Qualified ISV technical staff who have received appropriate training regarding the Embedded Runtime Software shall review all reported errors to determine if the error occurs in the Embedded Runtime Software or in other products not supplied by SilverStream. If ISV determines that the error occurs in a current, unmodified version of the Embedded Runtime Software, ISV may then submit the error to SilverStream; and
(b) ISV shall submit detailed descriptions of any reported errors. If SilverStream is not able to replicate the error, ISV shall provide any additional information or assistance reasonably required by SilverStream. ISV will also make its personnel available to assist in problem identification and resolution.
Second Level Support. If (a) it is determined during First Level Support that the issue cannot be resolved and is within the scope of Staples‟ Tech Support Service definition; then “911” Telephone support will be made available to you or you will be referred back to a Staples location for hardware support (“Second Level Support”). You are required to perform all data and software back-ups to protect yourself from potential loss. Staples is not responsible for any data lost or damaged during support or a repair provided as part of the Staples Service. Additionally, a service charge may apply each time Second Level Support is provided to you, depending on your geographical location and needs. Current service charges range from $65.00 to $85.00 but are subject to change pursuant to the Agreement.
Second Level Support. In the event that Customer is unable to receive or otherwise find an answer in the first instance to any Authorized User inquiry or Problem, Customer shall direct Customer Help Desk to directly contact the Exiger Help Desk to provide Second Level Support. Customer Help Desk shall continue to be the direct interface to such Authorized User in respect of such inquiry or Problem. Customer shall promptly provide Exiger with all available information and reasonable assistance concerning any reported Problems or other client matters referred to Exiger for resolution. Exiger shall be responsible for all Second Level Support. To provide “Second Level Support” means that Exiger shall use commercially reasonable efforts to provide technical support and maintenance services and implement and maintain a Problem Reporting and resolution process (as described below).
