Common use of SUPPORT LEVEL DEFINITIONS Clause in Contracts

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.

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 * Certain information on this page has been omitted and filed separately with Level 3 personnel of BROCADE to accomplish resolutionthe Commission. Levex 0 xxxsonnel of McDATA will communicate all resolutions back Confidential treatment has been requested with respect to the Customersomitted portions.