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.
Sample 1Sample 2Sample 3See All (5)
AutoNDA by SimpleDocs
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.
Sample 1
SUPPORT LEVEL DEFINITIONS. 2.1 LEVEL 1 SUPPORT Level 1 support is the first line, direct Exx Xxxx xxxxxxx, xxxx xxxxxx xxa a telephone callhandling group provided by MTI. Level One support includes: - First contact, direct MTI/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 Products.
Sample 1
SUPPORT LEVEL DEFINITIONS. 1.0 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 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.
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
AutoNDA by SimpleDocs

Related to SUPPORT LEVEL DEFINITIONS

  • Financial definitions In this Agreement:

  • Special Definitions For purposes of this Article Fourth, the following definitions shall apply:

  • Specific Definitions The following terms used in this Agreement shall have the following meanings:

  • Key Definitions As used herein, the following terms shall have the following respective meanings:

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

  • INDEX OF DEFINED TERMS 15Ga-1 Notice 21 Mortgage Note 1 Accountant’s Due Diligence Report 15 Mortgagor 1 Affected Loan(s) 19 MOU 27 Agreement 1 Officer’s Certificate 7 Bxxx of Sale 2 Other Mortgage Loans 1 Certificate Administrator 1 Pooling and Servicing Agreement 1 Certificate Purchase Agreement 1 Preliminary Memorandum 1 Certificates 1 Private Certificates 1 Closing Date 2 Prospectus Supplement 1 Collateral Information 11 Public Certificates 1 Crossed Mortgage Loans 19 Purchaser 1 Cure Request 17 Repurchase Request 21 Custodian 1 Seller 1 Defective Mortgage Loan 19 Seller Defeasance Rights and Obligations 22 Dispute 21 Seller Parties 1 Final Judicial Determination 22 Seller Reporting Information 14 Final Memorandum 1 Seller’s Information 14 General Special Servicer 1 Special Servicer 1 Indemnification Agreement 14 SMC 1 Initial Purchasers 1 Trust 1 Master Servicer 1 Trust Advisor 1 Material Breach 17 Trustee 1 Material Document Defect 17 UCC 5 Mortgage File 3 Underwriters 1 Mortgage Loan Schedule 2 Underwriting Agreement 1 Mortgage Loans 1 Mortgage Loan Purchase Agreement (this “Agreement”), dated July 24, 2015, between Starwood Mortgage Funding III LLC (“Seller”), and Starwood Mortgage Capital LLC (“SMC” and, together with Seller, the “Seller Parties”) and Mxxxxx Sxxxxxx Capital I Inc. (“Purchaser”). Seller agrees to sell, and Purchaser agrees to purchase, certain mortgage loans listed on Exhibit 1 hereto (the “Mortgage Loans”), each of which is evidenced by one or more related notes or other evidence of indebtedness (each a “Mortgage Note”) evidencing the indebtedness of the related obligor under the related Mortgage Loan (each a “Mortgagor”). Purchaser will convey the Mortgage Loans to a trust (the “Trust”) created pursuant to a Pooling and Servicing Agreement (the “Pooling and Servicing Agreement”), to be dated as of August 1, 2015, between Purchaser, as depositor, Wxxxx Fargo Bank, National Association, as master servicer (in such capacity, the “Master Servicer”), certificate administrator (in such capacity, the “Certificate Administrator”), custodian (in such capacity, the “Custodian”), certificate registrar and authenticating agent, Midland Loan Services, a Division of PNC Bank, National Association, as special servicer (the “Special Servicer”), Park Bridge Lender Services LLC, as trust advisor (the “Trust Advisor”), and Wilmington Trust, National Association, as trustee (the “Trustee”). In exchange for the Mortgage Loans and certain other mortgage loans to be purchased by Purchaser (collectively the “Other Mortgage Loans”), the Trust will issue to the Depositor pass-through certificates to be known as Mxxxxx Sxxxxxx Bank of America Mxxxxxx Lxxxx Trust 2015-C24, Commercial Mortgage Pass-Through Certificates, Series 2015-C24 (the “Certificates”). The Certificates will be issued pursuant to the Pooling and Servicing Agreement. Capitalized terms used herein but not defined herein shall have the meanings assigned to them in the Pooling and Servicing Agreement. The Class A-1, Class A-2, Class A-SB, Class A-3, Class A-4, Class X-A, Class A-S, Class B and Class C Certificates (the “Public Certificates”) will be sold by Purchaser to Mxxxxx Sxxxxxx & Co. LLC, Mxxxxxx Lynch, Pierce, Fxxxxx & Sxxxx Incorporated, CIBC World Markets Corp. and Dxxxxx Xxxxxxxx, LLC, as underwriters (in such capacities, the “Underwriters”), pursuant to an Underwriting Agreement, between Purchaser, Mxxxxx Sxxxxxx Mortgage Capital Holdings LLC and the Underwriters, dated as of the date hereof (the “Underwriting Agreement”), and the Class XB, Class X-D, Class D, Class E, Class F, Class G, Class V and Class R Certificates (the “Private Certificates”) will be sold by Purchaser to Mxxxxx Sxxxxxx & Co. LLC and Mxxxxxx Lynch, Pierce, Fxxxxx & Sxxxx Incorporated, as initial purchasers (in such capacities, the “Initial Purchasers”) pursuant to a Certificate Purchase Agreement, between Purchaser, Mxxxxx Sxxxxxx Mortgage Capital Holdings LLC and the Initial Purchasers, dated as of the date hereof (the “Certificate Purchase Agreement”). The Underwriters will offer the Public Certificates for sale publicly pursuant to a Prospectus dated October 1, 2013, as supplemented by a Prospectus Supplement dated the date hereof (together, the “Prospectus Supplement”), and the Initial Purchasers will offer the Private Certificates for sale in transactions exempt from the registration requirements of the Securities Act of 1933 pursuant to a Private Placement Memorandum dated the date hereof (the “Final Memorandum”) and a preliminary version thereof dated July 15, 2015 (as supplemented by the preliminary private placement memorandum supplement, dated July 20, 2015, the “Preliminary Memorandum”). In consideration of the mutual agreements contained herein, Purchaser and each Seller Party hereby agree as follows:

  • UCC Definitions Unless otherwise defined herein or the context otherwise requires, terms for which meanings are provided in the UCC are used in this Security Agreement, including its preamble and recitals, with such meanings.

  • 1Definitions In addition to the terms defined elsewhere in this Agreement, for all purposes of this Agreement, the following terms have the meanings set forth in this Section 1.1:

  • General Definitions 1. For the purposes of this Agreement, unless the context otherwise requires:

  • Tax Definitions The following terms, as used herein, have the following meanings:

Draft better contracts in just 5 minutes Get the weekly Law Insider newsletter packed with expert videos, webinars, ebooks, and more!