Tier 3 Support definition

Tier 3 Support means involvement of engineering specialists to identify and verify all DDoS attack incidents and begin mitigation.

Tier 3 Support means the provision of backup technical and/or engineering services by NetScout the resolve a Problem that has been determined to be, or is highly probable to be, the result of a design or manufacturing defect that cannot be resolved by Paradyne.

Tier 3 Support means the support services Siklu will provide the customer for service calls that could not be resolved, following Siklu’s escalation procedures, criteria and guidelines.

Examples of Tier 3 Support in a sentence

• Tier 2 and 3 Support includes the submission of a ticket by Callidus which will be submitted to DocuSign within 24 hours of receiving notice from Customer of a Tier 2 or Tier 3 Support issue.

• Tier 3 Support Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party (Vendor) Support Engineers to resolve the most complex issues.

• GDTI agrees to provide Tier 3 Support Services to Distributor between the hours of 9 a.m. and 5 p.m. Eastern time on weekdays other than standard U.S. holidays.

• Tier 3- Support is provided by either a Math or Literacy Specialist; groups are generally smaller than tier 2 interventions; focus is on specific skill deficits AIM- (Mathematics support) & REACH- (Reading support) Special Education provides academic and/or behavioral support to students who with an identified disability.

• To provide support services to end users other than Tier 3 Support Services (as defined below), including on-site installation of the Products, the training of end users in the use of the Products, and the provision of technical assistance in the use and operation of the Products by telephone twenty-four (24) hours per day, seven days per week, three hundred sixty-five (365) days per year (collectively, the “Support Services”).

More Definitions of Tier 3 Support

Tier 3 Support means the provision of advanced technical support, consultation and guidance to the Tier 1 Help Desk Support and Supplier’s Tier 2 Support team by subject matter experts and the assistance in the final resolution of complex Incidents. Tier 3 Support also involves interacting with OEM groups or development teams that provide consultation in Incident determination and resolution, including the development of programming workarounds, patches and fixes. This Tier 3 Support provides specific systems or product knowledge and/or programming expertise.

Tier 3 Support means that if a Carrier Customer’s “Tier 2” support group cannot answer questions posed by End Users, Danger will provide support directly to Carrier Customer’s “Tier 2” customer support group in order to help answer the questions. For purposes of clarification, Carrier Customers’ customer support organizations are generally organized into a “Tier 1” group (call center operators who field calls from End Users) and a “Tier 2” group (call center managers or escalation specialists who answer questions that the “Tier 1” group cannot answer).

Tier 3 Support means the support to correct any Errors found in the Supported Hadoop Software escalated from Tier 2 Support. vi Yahoo and HortonWorks Confidential

Tier 3 Support means assessing, and if commercially reasonable resolving, code-level Issues caused by the SDK that cannotbe prevented, diagnosed, or corrected by Tier 1 Support or Tier 2 Support and are not related to the Partner Product.

Tier 3 Support means the handling of an escalated Error from Tier 2 Support until it is resolved as agreed upon by Microsoft, or until the Customer agrees to close the case. Tier 3 Support activities include (but are not limited to): • Acknowledge receipt of the escalated case through a written confirmation to Microsoft in accordance with the response times outlined in Section E of this Exhibit. • Verify reproduction of Error by Tier 2 Support, or request additional information needed to reproduce or diagnose the Error. • Identify a workaround. The acceptance of a workaround as a solution must meet the terms of the current Support Offering in place with the Customer and be agreed upon by Microsoft. • Create instrumented classes/software for advanced troubleshooting/diagnosing of the Error. • Develop and deliver a fix, or identify a future release that will include a fix, in accordance with Section E of this Exhibit. The acceptance of a future release as a solution to the Error must meet the terms of the current Support Offering in place with the Customer and be agreed upon by Microsoft. • For each case closed, create a knowledge base solution to be entered in Microsoft’s knowledge base. • For any code change to a Microsoft for Hadoop Platforms release, create a Jira in the ASF issue database (or equivalent for the project being changed) to track submitting the code change back to the OSS branch of the project being modified. Each Jira must been carried through to the point the code change is committed to the appropriate project branch(s).

Tier 3 Support means the highest Technical Support level that is provided for advanced and escalated services assistance and server health. Tier 3 Support includes troubleshooting and resolving advanced problems, including but not limited to: • Communications with upstream providers • Domain Name Servers (DNS) issues • Blacklisting IP addresses • Allowance for delivery from Blacklisted IP addresses • Memory and Storage capacity • Bandwidth issues • Engineering • Consulting

Tier 3 Support. High level escalated support;