Common use of First Level Support Clause in Contracts

First Level Support. If Customer has purchased First Level Support from SimX, SimX is responsible for providing First Level Support to Permitted Users. Otherwise, as between SimX and Customer, Customer is responsible for providing First Level Support to Permitted Users and will instruct Permitted Users to report problems and incidents involving the SAAS Service or the On-Prem Software to the Technical Contact. The Technical Contact will make reasonable attempts to identify and resolve the problem that caused the incident before escalating to Second Level Support.‌

First Level Support. If Customer has purchased First Level Support from SimX, SimX is responsible for providing First Level Support to Permitted Users. Otherwise, as between SimX and Customer, Customer is responsible for providing First Level Support to Permitted Users and will instruct Permitted Users to report problems and incidents involving the SAAS Service or the On-Prem Software to the Technical Contact. The Technical Contact will make reasonable attempts to identify and resolve the problem that caused the incident before escalating to Second Level Support.‌Support.