Common use of Tier 2 Support Provided by Distributor Clause in Contracts

Tier 2 Support Provided by Distributor. (1) Distributor shall log the calls received from the Tier 1 Help Desk individuals. (2) Distributor shall review all information collected by and received from Tier 1 Help Desk individuals including preliminary documented troubleshooting provided by Tier 1 Help Desk when Tier 2 Support is required. (3) Distributor may request that Tier 1 Help Desk individuals provide verification of information, additional information, or answers to additional questions to supplement any preliminary information gathering or troubleshooting performed by Tier 1 Help Desk. (4) Distributor shall attempt to resolve the Incidents submitted by Tier 1 Help Desk by assisting the Tier 1 Help Desk individuals. (5) When the Incident is resolved, Distributor shall communicate the information to the Tier 1 Help Desk individuals, and the Tier 1 Help Desk shall disseminate the resolution. (6) Esri may, at Esri's sole discretion, make patches, hot fixes, or updates available for downloading from the Distributor or Esri's website or deliver them on media.

Tier 2 Support Provided by Distributor. (1) Distributor shall log the calls received from the Tier 1 Help Desk individuals. (2) Distributor shall review all information collected by and received from Tier 1 Help Desk individuals including preliminary documented troubleshooting provided by the Tier 1 Help Desk when Tier 2 Support is required. (3) Distributor may request that Tier 1 Help Desk individuals provide verification of information, additional information, or answers to additional questions to supplement any preliminary information gathering or troubleshooting performed by Tier 1 Help Desk. (4) Distributor shall attempt to resolve the Incidents Incident submitted by Tier 1 Help Desk by assisting the Tier 1 Help Desk individualsindividuals and not Institution. (5) When the an Incident is resolved, Distributor shall communicate the information to the Tier 1 Help Desk individuals, and the Tier 1 Help Desk shall disseminate the resolutionresolution to Institution. (6) Esri Distributor may, at Esri's its sole discretion, make patches, hot fixes, or updates available for downloading from the Distributor or Esri's website or or, if requested, deliver them on media.

Tier 2 Support Provided by Distributor. (1) Distributor shall log the calls received from the Tier 1 Help Desk individuals. (2) Distributor shall review all information collected by and received from Tier 1 Help Desk individuals including preliminary documented troubleshooting provided by Tier 1 Help Desk when Tier 2 Support is required. (3) Distributor may request that Tier 1 Help Desk individuals provide verification of information, additional information, or answers to additional questions to supplement any preliminary information gathering or troubleshooting performed by Tier 1 Help Desk. (4) Distributor shall attempt to resolve the Incidents submitted by Tier 1 Help Desk by assisting the Tier 1 Help Desk individualsindividuals and not Licensees. (5) When the Incident is resolved, Distributor shall communicate the information to the Tier 1 Help Desk individuals, and the Tier 1 Help Desk shall disseminate the resolutionresolution to Licensee. (6) Esri may, at Esri's sole discretion, make patches, hot fixes, or updates available for downloading from the Distributor or Esri's website or deliver them on media.