Common use of First Level Support Clause in Contracts

First Level Support. First Level Support will be provided, in English, by Supplier to CA and its Customers. A. Supplier shall have a reasonable number of appropriately trained technical personnel available in its support centers to provide help desk support regarding the Products and shall have at least one support installation of the Products at a Supplier support center. CA may pass calls received by CA relating to the Products directly to Supplier's First Level Support organization. B. Supplier shall provide First Level Support substantially as described in CA's Client Support Handbook, a copy of which has been provided to Supplier. Such First Level Support shall include call acceptance from the Customer with diagnosis of problems to determine if they relate to software provided by Supplier, CA, or other parties. Supplier shall be responsible for investigating and collating all suspected errors in the Products reported by Customers and attempting to apply known PTFs or Maintenance Releases. Any unresolved suspected errors relating to the Products shall be referred for action under Second Level Support. First Level Support shall also include response to general advice and guidance questions from supported Customers.