Backline Support definition

Backline Support means those maintenance and support services that Mersive provides Reseller and End Users with respect to the Software, as described in Section 4.
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Backline Support refers to the escalation point for Frontline Support, for issues that cannot reasonably be resolved by Frontline Support, such as complicated installation or configuration issues, compatibility issues, complicated problem isolation and troubleshooting, and escalation of verified bugs to engineering. Backline Support is provided through telephone and e-mail support during normal SUPPLIER business hours and after-hours support for Severity 1 problems.
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Backline Support generally means in depth technical troubleshooting and analysis during Level 3 and Level 4 support as described in Exhibit B.
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Examples of Backline Support in a sentence

  • Backline Support shall include (a) telephone and email support for the Software during Mersive’s business hours; (b) provision of corrections to errors in the Software, which corrections may be in the form of patches, fixes, workarounds, Software Updates, Software Upgrades or other forms; (c) provision of Software Updates and/or Software Upgrades to the Software which are commercially released during the term of this Agreement.

  • First Level Support shall include (a) fielding and promptly addressing all questions from End Users; (b) addressing all errors in the Software reported by End Users and immediately reporting to Mersive all such errors that Reseller is unable to correct, and (c) notifying End Users of the availability of Software Updates and Software Upgrades that Mersive makes available pursuant to Backline Support.

  • IPsoft shall make Backline Support (as described in this Annex 1) available to Partner if Partner has paid IPsoft the applicable Fees with respect to each such supported End Customer.

  • Reseller may engage the assistance of Mersive via Backline Support only if Reseller is unable to respond adequately to an End User without such assistance from Mersive.

  • Mersive shall provide Backline Support as described in subsections (a) and (b) solely for the current release and the prior Software Upgrade.

  • The initial term of Backline Support shall be for one (1) year and shall commence upon the effective date of the end user license agreement entered into between Mersive and the End User.

  • Mersive reserves the right to establish and maintain contact with any End User in order to facilitate the delivery of any Backline Support needed by such End User.

  • On the condition that Reseller has paid the applicable Fees, Mersive will provide Backline Support for the Software.

  • If Company cannot reproduce the reported Error on a generally-available standalone version of Company Product, installed and configured to use the default components, Company may not be able to provide Backline Support as set forth herein.

  • Questions are not regarded as Development Support if they involve investigation and resolution of Licensed Software defects or assistance resolving Backline Support errors in a production environment.

Related to Backline Support

  • Technical Support means the technical assistance for attempting resolution of a reported Case through error correction, patches, hot fixes, workarounds, replacement deliveries, or any other type of Product corrections or modifications.

  • Helpdesk Support means the 24x7x365 centre which shall handle Fault reporting, Trouble Ticketing and related enquiries during this contract.

  • Basic life support means emergency first aid and cardiopulmonary resuscitation procedures to maintain life without invasive techniques.

  • Level 1 Support means qualifying and logging all Technical Support Incidents, answering technical inquiries via telephone support and email regarding the Work and performing limited diagnostic services.

  • Customer Support means the services by which 21Vianet may provide assistance to Customer to resolve issues with the Services.

  • Technical Support Services means the technical support and maintenance Services provided by us according to our then-current technical support policy and procedure listed at xxxxxxxxxxxxx.xxx (“Technical Support Policy”) when the Services are purchased.

  • Level 2 Support means, with the use of technical support specialists: (i) performing Defect isolation, Defect replication and interoperability testing; (ii) performing remote diagnostic services and on-site troubleshooting, if required; (iii) identifying the source of Defects; (iv) developing a reproducible test case for any Defect and documenting the details of such Defect for escalation to Level 3 Support; and (v) developing and implementing Workarounds where reasonably possible.

  • First Level Support means any support relating to calls from Customer’s customers, end users or affiliates or general resolution of user errors, network errors, provisioning errors or Internet delays or malfunctions.

  • Advanced life support means special services designed to provide definitive prehospital emergency medical care, including, but not limited to, cardiopulmonary resuscitation, cardiac monitoring, cardiac defibrillation, advanced airway management, intravenous therapy, administration of specified drugs and other medicinal preparations, and other specified techniques and procedures administered by authorized personnel under the direct supervision of a base hospital as part of a local EMS system at the scene of an emergency, during transport to an acute care hospital, during interfacility transfer, and while in the emergency department of an acute care hospital until responsibility is assumed by the emergency or other medical staff of that hospital. (Amended by Stats. 1984, Ch. 1391, Sec. 4.)

  • SAP Support means SAP's then current support offering made available to Customer, as stated in the Order Form.

  • Crew Support Costs means all expenses of a general nature which are not particularly referable to any individual vessel for the time being managed by the Managers and which are incurred by the Managers for the purpose of providing an efficient and economic management service and, without prejudice to the generality of the foregoing, shall include the cost of crew standby pay, training schemes for officers and ratings, cadet training schemes, sick pay, study pay, recruitment and interviews.

  • Support means assistance that individuals require, solely because of the affects of developmental disability, to maintain or increase independence, achieve community presence and participation, and improve productivity. Support is flexible and subject to change with time and circumstances.

  • SAP Delivered Support means SAP’s support offering to directly provide support to End Users subject to the terms and conditions set out in the EUMA.

  • Wireless support structure means a freestanding structure designed to support or capable of supporting small cell wireless facilities. Wireless support structure does not include a utility pole.

  • Tier 2 Support means the Esri Technical Support provided to the Tier 1 Help Desk when a Case cannot be resolved through Tier 1 Support.

  • Compatibility means compatibility as defined in point (10) of Article 2 of Directive (EU) 2019/770;

  • Maintenance and Support means updates, upgrades, patches, fixes, etc. and technical support provided for the Products and Services that Supplier is required to provide directly to DXC or a DXC Customer.

  • Local support means funds from tax sources, gifts, endowments, penal fines, or other funds received from local sources, excluding state and federal aid as stated in this act.

  • Network Data Mover (NDM) or “Connect Direct” means the industry standard protocol for transferring information electrically.

  • Subsystem means any subset of the System identified as such in the Contract that may be supplied, installed, tested, and commissioned individually before Commissioning of the entire System.

  • technical specification means a document that prescribes technical requirements to be fulfilled by a product, process or service;

  • Child support means that part of an Enhanced Child Restraint System by which the child can be raised within the Enhanced Child Restraint System.

  • Busy Line Verification (BLV) means a service whereby an End User requests an operator to confirm the busy status of a line.

  • Other Eligible Support means, with respect to a party, the items, if any, specified as such for that party in Paragraph 13.

  • Tier 1 Support means the Technical Support provided by the Tier 1 Help Desk.

  • Maintenance and Support Services means the services provided by Contractor under Appendix F.