Interactive Voice Response. Key Measurements Means those Service Levels for which no Service Level Credit is payable, and are described in Attachment 3-B. Key Service Provider Personnel Means the Service Provider Personnel filling the positions designated in Attachment 5-A as Key Service Provider Personnel. Laws Means all federal, state and local laws, statutes, ordinances, regulations, rules, executive orders, circulars, opinions, interpretive letters and other official releases of or by any government, or any authority, department or agency thereof. Legacy Data Centers Means the DIR Customer data centers located in Austin and Huntsville, Texas, as identified in Exhibit 7. Level 1 Support Means support that is provided as the entry point for inquiries or problem reports from Authorized Users. If Level 1 personnel cannot resolve the inquiry or problem, the inquiry or problem is directed to the appropriate Level 2 personnel or a Third Party for resolution. Level 2 Support Means support that serves as a consolidation point for inquiries and problems between Level 1 and Level 3. For example, Level 2 Support might exist in a computer operations or a distribution/mail out center. If Level 2 personnel cannot resolve the inquiry or problem, the inquiry or problem is directed to the appropriate Level 3 personnel or a Third Party for resolution. Level 3 Support Means support provided by the personnel or Third Party that is most knowledgeable about the underlying problem or question and that is Term Definition utilized when efforts to resolve the problem or question by ▇▇▇▇▇ ▇ and Level 2 Support have failed or are bypassed. Inquiries or problems are usually reported by Level 1 or Level 2 Support personnel, but may be initiated directly by Authorized Users or the Service Provider. Logical DBA Means the Database Administrator who is responsible for the logical aspects of a database (including schema design, data modeling, application tuning, and application performance assistance). Logical DBAs have extensive knowledge of the business applications and requirements. Logical Security Means controlling access to information, software, and data by utilizing Operating Software parameters and Applications-level security controls. Logical Security includes logical separation of processors and disk and segregation of reusable storage media.
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Sources: Master Services Agreement, Data Center Services Service Component Provider Master Services Agreement
Interactive Voice Response. Key Measurements Means those Service Levels for which no Service Level Credit is payable, and are described in Attachment 3-B. Key Service Provider Personnel Means the Service Provider Personnel filling the positions designated in Attachment 5-A as Key Service Provider Personnel. Laws Means all federal, state and local laws, statutes, ordinances, regulations, rules, executive orders, circulars, opinions, interpretive letters and other official releases of or by any government, or any authority, department or agency thereof. Legacy Data Centers Means the DIR Customer data centers located in Austin and Huntsville, Texas, as identified in Exhibit 7. Level 1 Support Means support that is provided as the entry point for inquiries or problem reports from Authorized Users. If Level 1 personnel cannot resolve the inquiry or problem, the inquiry or problem is directed to the appropriate Level 2 personnel or a Third Party for resolution. Level 2 Support Means support that serves as a consolidation point for inquiries and problems between Level 1 and Level 3. For example, Level 2 Support might exist in a computer operations or a distribution/mail out center. If Level 2 personnel cannot resolve the inquiry or problem, the inquiry or problem is directed to the appropriate Level 3 personnel or a Third Party for resolution. Level 3 Support Means support provided by the personnel or Third Party that is most knowledgeable about the underlying problem or question and that is Term Definition utilized when efforts to resolve the problem or question by ▇▇▇▇▇ ▇ and Level 2 Support have failed or are bypassed. Inquiries or problems are usually reported by Level 1 or Level 2 Support personnel, but may be initiated directly by Authorized Users or the Service Provider. Logical DBA Means the Database Administrator who is responsible for the logical aspects of a database (including schema design, data modeling, application tuning, and application performance assistance). Logical DBAs have extensive knowledge of the business applications and requirements. Logical Security Means controlling access to information, software, and data by utilizing Operating Software parameters and Applications-level security controls. Logical Security includes logical separation of processors and disk and segregation of reusable storage media.
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