Tier 3 Support definition

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

Split View

AI-Powered Contracts

Draft, Review & Redline at the Speed of AI

Get StartedSchedule a Demo

Tier 3 Support means assessing, and if commercially reasonable resolving, code-level Issues caused by the SDK that cannot be 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 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.

Examples of Tier 3 Support in a sentence

• 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.

• In the event Paradyne is unable to resolve a Customer's problem and NetScout Tier 3 Support is required, Paradyne will escalate the problem to NetScout per a Customer assigned priority level.

• 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 does not cover issues with the Subscribing County’s environment, as those issues are not within Arapahoe County’s control.

• Tier 3 Support Incidents that cannot be resolved by Tier 2 are escalated to Tier 3 and TAP’s Chief Architect, where support is provided by the most qualified and experienced engineers who have the ability to collaborate with vendor engineers and managerial personnel to resolve the most complex Incidents.

More Definitions of Tier 3 Support

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

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 shall have the meaning set forth in Section 1.3 (Definitions) of Exhibit A.2 (Cross Functional Services Statement of Work). * Certain information on this page has been omitted and filed separately with the Commission. Confidential treatment has been requested with respect to the omitted portions.

Tier 3 Support shall have the meaning set forth in Section 1.2 (Definitions) of Exhibit A.2 (Cross Functional Services Statement of Work).

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).