Doculynx will be responsible for providing First Level, Second Level and Third Level of support for all DocuLynx Mercury Software. DocuLynx will be responsible for First Level of support for all Captaris Alchemy Software, Exstream Dialogue Software, and CDP Adept Suite Software. In the event that DocuLynx, Inc. is unable to fulfill the responsibilities of First Level support for Alchemy Software, Dialogue Software or Adept Suite Software the respective manufacturer will assume First Level support tasks. Support Levels and Severity Definitions are as defined below.
"First Level Support"
means receiving initial support calls and problem reports, gathering appropriate information from users to verify that they are entitled to Support Services, confirming that the reported problem relates to the Supported Software, collecting information about the reported problem, and resolve customer issues or elevate to next level of support."Second Level Support"
means analyzing, diagnosing and replicating an issue, performing error log capture and analysis, interfacing with docuLynx and customer to request additional information to diagnose the issue, and taking all reasonable and available steps to troubleshoot and resolve an issue."Third Level Support"
means handling issues that cannot be resolved through First Level Support and Second Level Support, including, without limitation, and providing fixes to issues.