Level 3 Support means, with the use of backup engineering and technical support staff, isolating Defects and developing Defect corrections including, without limitation, Upgrades.
Level 3 Support means the purpose, resources and actions described as Level 3 in the support definitions (if any) listed on the Vendor Portal, as Vendor may update it from time to time.
Level 3 Support means the ability to provide Level 1 and Level 2 Support plus the ability to provide software enhancements such as patches and Hotfixes, fixing or generating workarounds that address software bugs; troubleshoot bugs that were not diagnosed during Level 2 Support; work with Customers to resolve critical situations, and building action plans with Customers to address complex issues.
Examples of Level 3 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 3 Support
Level 3 Support means support provided by the personnel or third party that is most knowledgeable about the underlying problem or question and is utilized when efforts to resolve the problem or question by Xxxxx 0 Support and Level 2 Support have failed or are bypassed due to the technical difficulty of the problem or question. Inquiries or problems for Level 3 Support generally will be reported by Level 1 Support or Level 2 Support personnel, but may be also initiated directly by Authorized Users or Supplier.
Level 3 Support means support that includes, to the extent possible, the resolution of Problems and the provision of Patches by Philips, all in accordance with good engineering practices and for which Philips shall initiate a resolution within a response time commensurate with the severity level described in Schedule E.
Level 3 Support means the provision of advanced system level support for analyzing and correcting defects and other problems with the Software that are unable to be resolved by properly qualified personnel providing Level 2 Support.
Level 3 Support means development and manufacturing support to fix program defects.
Level 3 Support means the provision of advanced system level support for analyzing and correcting defects and other problems with the Bonitasoft Software that are unable to be resolved by properly qualified personnel providing Level 2 Support, and the provision of updates. Bonitasoft will provide a clear escalation path that Customer may use in the case of blocking problems experienced by Customer’s end users. Said escalation path shall include three hierarchical levels of contact allowing Customer’s employees to call into their respective counterparts at Bonitasoft: · Tech Support Manager · Support Director · V P Services
Level 3 Support means engineering level --------------- support from the programmers who maintain or develop the Licensed Software or from other technical personnel having knowledge and expertise concerning the Licensed Software, including the following: . using reasonable efforts to create revisions and changes to the operation of the Licensed Software; . analyzing and using reasonable efforts to provide solutions to reproducible program errors for which there are not existing known workarounds or patches and which have not been addressed by Level 2 support within 10 business days of the initial request by a customer; . using reasonable efforts to create significant service patches to the Licensed Software that are currently unknown; . using reasonable efforts to identify defective source code and using reasonable efforts to provide corrections, workarounds and/or object code patches to correct substantial program errors, if applicable.
Level 3 Support includes fixing only those problems identified and proven unambiguously to be in Product or Software. Such Level 3 Support shall terminate upon the earlier to occur of the termination or expiration of this Agreement or thirty-six (36) months from the First Customer Shipment (FCS) of the Software. The requirement for Cisco to provide level 3 support is as follows: - Interface for the support is through Netrx Xxxineering. Only 1 to 2 engineers will be designated as point of contact for this interface. - Netrx Xxxineer(s) should be familiar with the product. - Netrx xxxineering will first reproduce, isolate and identify the problem in Product or Software before requesting the support. - Problem has to be well documented and sent to Cisco engineering contact, preferably by email. - Netrx xxxl provide at least two fully functional systems with their service modules for the purpose of debugging and fixing the problem. Netrx xxxl also assist Cisco engineer in configuring the system for the required application.