Common use of Levels of Support Clause in Contracts

Levels of Support. NCR shall provide Level l and Level 2 support. LSI agrees to provide ▇▇▇▇▇ ▇ support on an as-required basis. 3.2.1 Level 1 -- Call acceptance and ownership until resolution. Gather problem information and determine criticality. Search knowledge base and deliver known solutions to Customer. Dispatch NCR Customer Engineer as appropriate. Escalate to ▇▇▇▇▇ ▇ support as required. 3.2.2 Level 2 -- Respond to ▇▇▇▇▇ ▇ escalations with a higher level of expertise in a specific technology area. Develop and gain customer agreement for problem isolation, solution creation and solution implementation plan. Provide an existing fix, work-around solution, or escalate to LSI for assistance. Coordinate LSI's response. 3.2.3 Level 3 -- Assign resources as required to resolve problem in accordance with Attachment 1 and Section 3.3 below. Work with ▇▇▇ ▇▇▇▇▇ ▇ support to coordinate the development and delivery of problem solutions.