SUPPORT LEVEL DEFINITIONS Sample Clauses

SUPPORT LEVEL DEFINITIONS. 2.1 LEVEX 0 XXXXXXX Xxxxx 0 xxxport is the first line, direct Customer contact, most likely via a telephone call handling group provided by McDATA. Level One support includes: - First contact direct Customer interaction - Information collection and analysis - Identification of whether the problem is known and has a known solution - Troubleshooting and problem reproduction - Problem report administration and tracking The parties agree that Customers shall not have the right to contact BROCADE directly for questions related to the Products. 2.2 LEVEX 0 XXXXXXX Xxxxx 0 xxxport is "technical support" provided by McDATA personnel. Levex 0 xxxport is typically provided by experts in the applicable Product and who serve as the escalation point for Level 1. Level 2 support personnel are expected to resolve all known problems, installation and configuration issues, assist in firmware or driver updates at the Customer site, search BROCADE posted Technical Notes and other technical information supplied that will assist in providing problem resolutions. All pertinent data shall be entered in McDATA's problem tracking database. Should the Level 2 analyst be unable to resolve a problem, either because of lack of expertise, exhausted troubleshooting knowledge, or expiration of the allotted Level 2 resolution time, the Level 2 analyst may escalate the problem to Levex 0 for resolution. Level 2 personnel of McDATA will continue to diligently work with Level 3 personnel of BROCADE to accomplish resolution. Levex 0 xxxsonnel of McDATA will communicate all resolutions back to the Customers.
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SUPPORT LEVEL DEFINITIONS. 2.1 LEVEX 0 XXXXXXX Xxxxx 0 xxxport is the first line, direct Customer contact, most likely via a telephone call handling group provided by McDATA. Level One support includes: - [*] (rephrased, please approve) - Information collection and analysis - Identification of whether the problem is known and has a known solution - Troubleshooting and problem reproduction - Problem report administration and tracking The parties agree that Customers shall not have the right to contact BROCADE directly for questions related to the Products. 2.2 LEVEX 0 XXXXXXX Xxxxx 0 xxxport is "technical support" provided by McDATA personnel. Levex 0 xxxport is typically provided by experts in the applicable Product and who serve as the escalation point for Level 1. Level 2 support personnel are expected to resolve all known problems, installation and configuration issues, assist in firmware or driver updates at the Customer site, search BROCADE posted Technical Notes and other technical information supplied that will assist in providing problem resolutions. All pertinent data shall be entered in McDATA's problem tracking database. Should the Level 2 analyst be unable to resolve a problem, either because of lack of expertise, exhausted troubleshooting knowledge, or expiration of the allotted Level 2 resolution time, the Level 2 analyst may escalate the problem to Levex 0 xxx resolution. Level 2 personnel of McDATA will continue to diligently work with Level 3 personnel of BROCADE to accomplish resolution. Levex 0 xxxsonnel of McDATA will communicate all resolutions back to the Customers. Escalations should be presented to BROCADE engineers in the form of a problem tracking data base record with all pertinent configuration detail and failure information or symptoms documented in detail. In an effort to maintain an efficient support organization and crisp exchange of information, McDATA will limit the number of support personnel ( Level 2) authorized to contact BROCADE (Level 3) to 5 and ensure that these personnel have attended Courses 1,2, and 3 taught at the BROCADE training facility. 2.3 LEVEX 0 XXXXXXX Xxxxx 0 xxxport is provided by BROCADE System Engineers (SE) and/or Technical Support Engineers (TSE). Level 3 is the first point of contact for technical issues between BROCADE and McDATA. Once a problem is accepted by BROCADE in its sole discretion for escalation to Level 3, BROCADE is responsible for resolution and will utilize commercially reasonable resources to resolve such p...
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SUPPORT LEVEL DEFINITIONS. 2.1 Level 1 Support: Level 1 support is the first line, direct end user contact, most likely via a telephone call handling group provided by DGC. Level One support includes: * First contact direct DGC/End User interaction * Information collection and analysis * Identification of whether the problem is known and has a known solution * Troubleshooting and problem reproduction * Problem report administration and tracking The parties agree that End Users shall not have the right to contact BCS directly for questions related to the Products.
Sample 1
SUPPORT LEVEL DEFINITIONS. The Care Support package provided during the Service Period includes 3rd and 4th Level support. 1st and 2nd level is the responsibility of the Customer. Additional coverage is available, including both 1st and 2nd level support through optional services that are purchasable. 1st Level: This level of support is generally the Customer Care team or a team in the Network Management Centre used by the Customer. This level of support is not covered by the Care package as part of the Maintenance Services. 1st level support is available on a fee basis, or Xxxxxx can setup contact centers that will enable a Customer to have a 1st level support function as an optional service. 2nd Level: This level of support is supplied by the Customer. It is generally a set of support engineers / staff member whom has a good working knowledge of Customer’s Network Infrastructure and the manner in which the Supported Products have been deployed into the Network. Typical Tasks for 2nd Level may include: • Interfacing with the 1st Level Customer Care team. • Administration of OS and application. • Daily checking routines defined by 2nd Level support team managers to ensure services are working properly. • Capturing of logs and traces relating to specific faults or problems. • Interfacing with 3rd Level support function. • Isolation of events in a network to a vendor’s specific application or equipment and escalation to the appropriate vendor’s support function (3rd line support). • Incident investigation and basic diagnosis, and classification of faults. • Workaround and temporary fixes without any change to application code. These may include failover procedures to ensure a faulty unit is taken out of service and a working stand-by unit is made active. • Monitoring of patch installation by 3rd Level support – in the event that 2nd Level support is not able to perform the patch installation themselves. • Creating job orders for planned activities. • Coordinating internal activities inside Customer which may require for fault resolution. • Assisting 3rd Level support during testing and validation of fixes. • Performing System and Application Backup procedures. • System Configuration Change management owner. • Owner of the test system – if relevant.
Sample 1
SUPPORT LEVEL DEFINITIONS. LEVEX 0 XXXXXXX Xxxxx 0 xxxport is the first line, direct End User contact, most likely via a telephone call handling group provided by Buyer. Level One support includes: - First contact, direct Buyer/End User interaction - Information collection and analysis - Identification of whether the problem is known and has a known solution - Troubleshooting and problem reproduction - Problem report administration and tracking The parties agree that End Users shall not have the right to contact Seller directly for questions related to the Products.
Sample 1
SUPPORT LEVEL DEFINITIONS. 2.1 XXXXX 0 XXXXXXX Xxxxx 0 support is the first line, direct end user contact, most likely via a telephone call-handling group provided by the SP/Reseller. Level 1 support includes: - First contact, direct end user interaction - Information collection and analysis - Identification of whether the problem is known and has a known solution - Troubleshooting and problem reproduction - Problem report administration and tracking The parties agree that end users shall not have the right to contact FalconStor directly for questions related to the IPStor products. 2.2 XXXXX 0 XXXXXXX Xxxxx 0 support is provided by FalconStor's Premium Support Engineers (PSE). Level 2 is the first point of contact for technical issues between FalconStor and the SP/Reseller. Once a problem is escalated by the SP/Reseller to Xxxxx 0, XxxxxxXxxx is responsible for resolution and will utilize commercially reasonable resources to resolve the problem. SP/Reseller shall limit the number of support personnel authorized to contact FalconStor to five (5) and ensure that these personnel have attended the IPStor Training Courses, 1.2 and 1.3, taught at the FalconStor training facility. SP/Reseller shall identify the five support personnel on Attachment 1 to this handbook and FalconStor shall not accept support calls from any other individuals. It shall be SP/Reseller's responsibility to update the attachment as necessary.
Sample 1

Related to SUPPORT LEVEL DEFINITIONS

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  • – SCOPE & DEFINITIONS 2.01 The Employer recognizes the Union as the bargaining agent of all Registered and Graduate Nurses employed by Revera Long Term Care Inc. operating as Columbia Forest Long Term Care Centre, Waterloo, Ontario, in a nursing capacity save and except the Assistant Director of Care and persons above the rank of Assistant Director of Care. (a) A full-time employee shall mean an employee covered by this Agreement who is committed to and regularly works the full work period of seventy- five (75) bi-weekly hours, exclusive of overtime. (b) A regular part-time employee is one who is committed to and regularly works less than the full prescribed bi-weekly hours of work. (c) A casual part-time employee means an employee who is called to work on a call in basis, but who does not work a regular schedule, or does so only for a specified period. Such employee has the option of refusing work when it is made available to her, however, it is also understood that a casual part-time employee cannot unreasonably or consistently refuse to work shifts. 2.03 Whenever the feminine pronoun is used in this agreement, it includes the masculine pronoun, where the context so requires and vice-versa. Where the singular is used, it may also be deemed to mean the plural and vice-versa.

  • Basic Definitions Addenda. Written or graphic instruments issued prior to the opening of bids that clarify, correct, or change any of the component parts of the Bidding documents.

  • Additional Definitions The following terms have the meanings given below:

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  • Grievance Definitions A grievance shall be defined as any difference arising out of an interpretation, application, administration or alleged violation of this Collective Agreement. A grievance shall be categorized as follows: (a) an individual grievance is a dispute affecting one (1) Employee. Such grievance shall be initiated at Step 1 of the grievance procedure as outlined in Clause 8.05 except in cases of suspension which will commence at Step 2 or dismissal which will commence at Step 3; or (b) a group grievance is a dispute affecting two (2) or more Employees. Such grievance shall be initiated at Step 2 and processed there from in the same manner as an individual grievance as outlined in Clause 8.05. A group grievance shall list all Employees affected by the grievance and the results of such grievance shall apply, proportionately if applicable, to all Employees listed on the original grievance; or (c) a policy grievance is a dispute between the Parties which, due to its nature, is not properly the subject of an individual or group grievance. Such grievance shall be initiated, in writing, within twenty (20) days of the date the aggrieved Party first became aware of or reasonably should have become aware of the event leading to the grievance. If the policy grievance is a Union grievance, it shall commence at Step 2. If the policy grievance is an Employer grievance, it shall be directed to the Union President and the President shall render a written reply within five (5) days of receipt. Upon receipt of response or failure to reply, the Employer may advance the grievance to arbitration. Notwithstanding Clause 8.01(a), (b) and (c) and Clause 8.05 the Parties may mutually agree to advance the grievance to a subsequent step in the grievance process. In the event any management officers as named in the grievance steps are one and the same, the subsequent steps will be deemed to have been complied with.

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