2nd Level Support Clause Samples

The 2nd Level Support clause defines the responsibilities and procedures for providing advanced technical assistance beyond initial customer support. Typically, this clause outlines how issues unresolved by first-level support are escalated to more specialized personnel, who possess deeper expertise or access to additional resources. For example, if a customer’s problem cannot be solved by basic troubleshooting, it is referred to the 2nd level team for further investigation and resolution. The core function of this clause is to ensure that complex or persistent issues are addressed efficiently, thereby improving service quality and customer satisfaction.
2nd Level Support. The 2nd Level support function associated with the SMC consists of specialized engineers responsible for higher level incidents. In general, when the SMC are unable to resolve an incident within the severity level allocated time frame the call/ticket is escalated to 2nd level support. 2nd level support engineers have full access to all networking elements, devices and configurations and are able to resolve almost any hardware and/or software related issues.
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Related to 2nd Level Support

  • Child Support (Applicable if the Party is a natural person, not a corporation or partnership.) Party states that, as of the date the Agreement is signed, he/she: a. is not under any obligation to pay child support; or b. is under such an obligation and is in good standing with respect to that obligation; or c. has agreed to a payment plan with the Vermont Office of Child Support Services and is in full compliance with that plan. Party makes this statement with regard to support owed to any and all children residing in Vermont. In addition, if the Party is a resident of Vermont, Party makes this statement with regard to support owed to any and all children residing in any other state or territory of the United States.

  • Product Support Not applicable

  • Technical Support State Street will provide technical support to assist the Fund in using the System and the Data Access Services. The total amount of technical support provided by State Street shall not exceed 10 resource days per year. State Street shall provide such additional technical support as is expressly set forth in the fee schedule in effect from time to time between the parties (the “Fee Schedule”). Technical support, including during installation and testing, is subject to the fees and other terms set forth in the Fee Schedule.

  • Customer Support If Customer is entitled to receive Customer Support as part of a separately purchased Service Plan, Sage warrants that while Customer’s Service Plan is in effect and if it has paid all required Service Plan fees, Sage will use qualified personnel to provide Customer Support in a professional manner consistent with industry standards. Customer’s sole remedy under this section 5.2 is limited to Sage’s re-performance of the Customer Support services giving rise to Customer’s claim.

  • Service Level Expectations Without limiting any other requirements of the Agreement, the Service Provider shall meet or exceed the following standards, policies, and guidelines: