First and Second Level Support definition

First and Second Level Support means the general service provided by Client’s help desk to the initial Support Request from Client’s end-user. If these levels of support cannot resolve the problem, the Support Request is passed to Ontotext.
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First and Second Level Support means basic help-desk functions typically including initial call handling, call logging, assignment of call priority, queue placement, initial problem diagnostic services for identifying problems and generic application faults, analysis, and where possible, problem resolution, detailed product problem analysis (including any problem duplication), detailed problem diagnostic services for identifying complex problems and application faults, application of any service releases or end-user-specific fixes and interface. MedQuist shall be responsible for providing First and Second Level Support to the End-Users as follows: To receive Patch Releases as they become available during the SMA term and deploy for its End-Users; To comply with Nuance’s procedures for Problem reporting from time to time; To reproduce the Problem where possible, on their own test system in order to identify the Problem; and to provide all reasonably necessary test material and log files to make it possible to reproduce the Problem on Nuance’s site, such as sound-files and image of the installed software. MedQuist will cooperate with Nuance in order to reproduce (duplicate) the Problem, to report to Nuance how to reproduce the Problem and to help indicate that the Problem is located in the Product. To test Patch Releases and, once satisfied, or if alternative solutions or workarounds to the Problem have been identified report that back to Nuance hotline that the Problem is really solved In order to facilitate the above Support, MedQuist will be permitted to use Nuance’s hotline service for problem reporting.
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Examples of First and Second Level Support in a sentence

  • Samsung shall provide to Samsung Customers and End-Users all First and Second Level Support with respect to the Products, and shall distribute bug fixes, patches, work-arounds, and other benefits of the Third Level Support (deemed by ▇▇▇▇▇▇▇.▇▇▇ to be re- distributable) which it receives from ▇▇▇▇▇▇▇.▇▇▇, as well as maintenance upgrades, only to End-Users who have sublicensed Products and for whom Samsung is current on the Support and Maintenance Fees as set forth Exhibit A.

  • Tjene will provide back-end support to Customer for Programs Errors not resolved by Customer pursuant to Customer's support policies and in accordance with Section 3 (First and Second Level Support) as set forth below.

  • Licensee will provide each User who purchases the Licensed Software with First and Second Level Support services, as further detailed in the Maintenance and Support Agreement attached hereto as Schedule 4 (the “SLA”), and Licensor shall provide Third Level Support services to Licensee, all as further detailed in the SLA.

  • In addition, Company, on its own initiative, agrees to: develop, maintain and regularly update the service manuals for First and Second Level Support as defined in Company’s Maintenance and Support Agreement.

  • Conexant will provide Second Level Support for Newbury Park and Mexicali and First and Second Level Support for all other Washington Locations.

  • Company will train Contractor’s personnel on the Product functionalities, features and sales strategies, so as to enable them to carry out First and Second Level Support as defined in Company’s Maintenance and Support Agreement, at Company’s then current rates for such services.

  • SAP shall be responsible for providing First and Second Level Support to the Applicable Entities and End Users, as defined and in compliance with the standards set forth in Attachment C.

  • If after fulfilling its First and Second Level Support duties ISS cannot solve the End User’s problem related to the Software and Third Party Software/ Products, ISS is entitled to forward the Incident to SAP.

  • SIQ shall reasonably assist the Partner in its troubleshooting efforts (“Third Level Support”) in cases where First and Second Level Support is unable to resolve a problem that is attributable to the Products supplied by SIQ and that can only be resolved with the assistance of SIQ.

  • Licensee shall be responsible for supporting its OEM Sublicensees and shall require in its OEM Software License Agreements with its OEM Sublicensees, that the OEM Sublicensee is responsible for supporting their respective customers and Distributors and Distributor's customers ("First and Second Level Support") and shall clearly communicate to its customers and Distributors that it is responsible for such support.

Related to First and Second Level Support

  • Level 2 Support means, with the use of technical support specialists: (i) performing Defect isolation, Defect replication and interoperability testing; (ii) performing remote diagnostic services and on-site troubleshooting, if required; (iii) identifying the source of Defects; (iv) developing a reproducible test case for any Defect and documenting the details of such Defect for escalation to Level 3 Support; and (v) developing and implementing Workarounds where reasonably possible.

  • Level 1 Support means qualifying and logging all Technical Support Incidents, answering technical inquiries via telephone support and email regarding the Work and performing limited diagnostic services.

  • Second Level Domain means that portion of a domain name to the left of the right-most period, up to the second period from the right, if any, plus the Top Level Domain. (In the example, “▇▇▇▇▇▇▇▇▇.▇▇▇”.) “Third Level Domain” means that portion of a domain name to the left of the second period from the right, if any, up to the third period from the right, if any, plus the Second Level Domain. (In the example, “▇▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇.▇▇▇”.).