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.

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 [*] (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.