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.
Level 2 Support means the provision of a hotline, telephone assistance with troubleshooting, problem isolation and reproduction and assistance with a software program workaround or configuration correction.
Level 2 Support means the ability to provide Level 1 Support plus the ability to resolve the majority of misconfigurations, troubleshoot and simulate complex configuration, hardware, and software problems; perform Hardware diagnostics to determine Hardware malfunction; support problem isolation and determination of product specification defects; provide lab simulation and interoperability and compatibility testing for new software and hardware releases prior to being deployed into a Customer production network; define an action plan; provide advanced Support on all products, protocols and features; have the ability to analyze traces, diagnose problems remotely, and provide Customer with complete steps to reproduce a problem.
Examples of Level 2 Support in a sentence
Contractor shall (i) provide the JBE with Level 1 Support, Level 2 Support and Level 3 Support, and (ii) deliver to the JBE Project Manager a monthly report summarizing Technical Support Incidents opened, continuing, or closed during the preceding calendar month.
More Definitions of Level 2 Support
Level 2 Support means support that serves as a consolidation point for inquiries and problems between Level 1 Support and Level 3 Support. For example, Level 2 Support might exist in a computer operations or a distribution/mail out center. If Level 2 Support personnel cannot resolve the inquiry or problem, the inquiry or problem will be directed to the appropriate Level 3 Support personnel or third party for resolution.
Level 2 Support means support that includes, to the extent possible, the recreation and resolution of Problems reported to Philips and for which Philips shall initiate a resolution within a response time commensurate with the severity level described in Schedule E.. This would normally result either in a solution to the licensee by way of Patches or otherwise, or in a hand off of unresolved problems to Level 3 Support.
Level 2 Support means the technical expertise the one Party provides to the other’s technical support case managers concerning inquiries regarding the Combined Offering by phone, web-based support interface or other agreed-upon means (“Official Means”) that is necessary to resolve off-line a Customer inquiry, when Level 1 Support does not resolve the customer inquiry and when the applicable technical support representative who takes the call generating such inquiry finds it necessary to elevate the inquiry to the applicable Party’s technical support case manager for resolution off-line, who in turn finds it necessary to contact the applicable other Party to obtain from such other Party the technical expertise necessary to resolve such Customer inquiries.
Level 2 Support means technical support which is back-up for Level 1 Support and isolates problems and defects relating to program and hardware compatibility and program requirements.
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.
Level 2 Support means support for Distributor and the Resellers to assist them in providing Level 1 Support.
Level 2 Support means all support services that are both above and beyond Level 1 Support. JumpCloud will provide Level 2 support solely to the MSP support contact(s) identified in the Order or approved by JumpCloud and will not be required to respond directly to any End Customer or User.