Second Level Technical Support Clause Samples
The Second Level Technical Support clause defines the responsibilities and procedures for providing advanced technical assistance beyond initial customer support. Typically, this clause outlines the escalation process for issues that cannot be resolved by first-level support, specifying response times, communication protocols, and the types of problems that qualify for second-level attention, such as complex software bugs or system failures. Its core function is to ensure that unresolved or more complicated technical issues are addressed efficiently by specialized personnel, thereby improving problem resolution and customer satisfaction.
Second Level Technical Support. SolutionX shall provide second level technical support to Client relating to the Unity Platform as outlined in Exhibit D, which will include email and phone support between the hours of 8 AM and 6 PM Mountain Standard Time, Monday through Friday except Holidays. Extended hours and foreign language support can be provided at prices outlined in Exhibit C. SolutionX will use all commercially reasonable means to resolve Client and Subscriber related issues as outlined in this Agreement.
Second Level Technical Support. Vendor and VP will provide second level technical support to Client relating to the Mobile App which will include email, live chat, and phone support between the hours of 8 AM and 6 PM Mountain Standard Time, Monday through Friday, except Holidays.
Second Level Technical Support. Malwarebytes shall provide technical support only to MSP and not to MSP’s Customers. The second level technical support will consist of Malwarebytes using its commercially reasonable efforts to diagnose problems and to create error corrections or avoidance (workarounds) with respect to suspected errors in the Software reported by Customers to MSP and reported by MSP to Malwarebytes. Such service shall also include provision of any maintenance releases and updates for the Software made generally commercially available by Malwarebytes during the term of the Agreement. Malwarebytes will provide the support described herein to the designated MSP contacts during its business hours, 5 days per week Monday-Friday (excluding holidays) via email and/or web site ticket system. Malwarebytes regular business hours vary by region as shown in the table below:
Second Level Technical Support. CUE will provide second level technical support to the Customer relating to technical aspects of the CUE Platform which will include email and phone support between the hours of 10 am and 5 pm Central Time, Monday through Friday, except federal holidays or days on which the banks in the City of Dallas, Texas are closed for business. CUE will provide support at no cost to the Customer for the first thirty (30) days from delivery of the Services, or five (5) hours of second level technical support, whichever occurs first.
Second Level Technical Support. Company shall provide technical support only to MSP and not to MSP’s Customers. The second level technical support will consist of Company using its commercially reasonable efforts to diagnose problems and to create error corrections or avoidance (workarounds) with respect to suspected errors in the Software reported by Customers to MSP and reported by MSP to Company. Such service shall also include provision of any maintenance releases and updates for the Software made generally commercially available by Company during the term of the Agreement. Company will provide the support described herein to the designated MSP contacts during its business hours, 5 days per week Monday-Friday (excluding holidays) via email and/or web site ticket system. Company regular business hours vary by region as shown in the table below:
Second Level Technical Support. CUE Audio will provide second level technical support to the Customer relating to technical aspects of the CUE Audio Platform which will include email and phone support between the hours of 9 am and 5 pm Mountain Time, Monday through Friday, except federal holidays or days on which the banks in the City of Denver, Colorado are closed for business. CUE Audio will provide support at no cost to the Customer for the first thirty (30) days from delivery of the Services, or five (5) hours of second level technical support, whichever occurs first.
Second Level Technical Support. Malwarebytes shall provide technical support only to MSP and not to MSP’s Customers. The second level technical support will consist of Malwarebytes using its commercially reasonable efforts to diagnose problems and to create error corrections or avoidance (workarounds) with respect to suspected errors in the Software reported by Customers to MSP and reported by MSP to Malwarebytes. Such service shall also include provision of any maintenance releases and updates for the Software made generally commercially available by Malwarebytes during the term of the Agreement. Malwarebytes will provide the support described herein to the designated MSP contacts during its business hours, 5 days per week Monday-Friday (excluding holidays) via email and/or web site ticket system. Malwarebytes regular business hours vary by region as shown in the table below: North America 9 a.m. – 8 p.m. EST EMEA 7 a.m. – 5 p.m. GMT APAC 9 a.m – 5 p.m. AEDT / AEST The parties to this agreement are Reseller and (i) where the Reseller is applying within the United States or Canada, Malwarebytes, Inc., or (ii) where the Reseller is applying outside of the United States and Canada, Malwarebytes Limited (each referred to herein as "Malwarebytes"). The effective date of this Agreement shall commence upon Reseller's acceptance of this Agreement and completion of the Reseller Program registration process. Upon Malwarebytes's acceptance of Reseller's registration, Reseller will be appointed a nonexclusive marketer and reseller of Malwarebytes Products, in the Territory specified by Malwarebytes.
Second Level Technical Support. ThreatDown shall provide technical support only to MSP and not to MSP’s Customers. The second level technical support will consist of ThreatDown using its commercially reasonable efforts to diagnose problems and to create error corrections or avoidance (workarounds) with respect to suspected errors in the Software reported by Customers to MSP and reported by MSP to ThreatDown. Such service shall also include provision of any maintenance releases and updates for the Software made generally commercially available by ThreatDown during the term of the Agreement. ThreatDown will provide the support described herein to the designated MSP contacts during its business hours, 5 days per week Monday-Friday (excluding holidays) via email and/or web site ticket system. ThreatDown regular business hours vary by region as shown in the table below: