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.
Appears in 3 contracts
Sources: Service Agreement, Service Agreement, Not Specified