Ongoing support includes the set of services to maintain the solution running smoothly and efficiently over time, making sure it remains updated and delivering the results it was designed for.
Those services include:
“Level 1 Support” means the first level of direct contact between Customer and Level 1 support Agent, that addresses and tries to resolve inquiries in first place issues relating to basic operation, basic networking issues, configuration issues, and all other basic issues, and in case Level 2 or Level 3 support is needed, performs entitlement checking validation to ensure that Customer has valid support agreements in place with providers of such Level 2 or Level 3 support services.
“Level 2 Support” means the provision of personnel with such special training and experience as may be, on a best effort’s basis, appropriate to handle the vast majority of inquiries, problem diagnosis and resolution, upon referral by Level 1 Support personnel. Level 2 Support should address and resolve inquiries relating to compatibility, interoperability, advanced networking, integration, and most other issues.
“Level 3 Support” means the provision of personnel with such special training and experience as may be, on a best effort’s basis, appropriate to handle fixes to the source code upon referral by Level 2 Support personnel. Level 3 Support inquiries should almost always involve “bugs” and other source code problems.