Support level definitions

Level 1 and 2 Support
Technical support designed to (a) at Level 1, provide compatibility information, usage support, on-going maintenance, information gathering, and basic troubleshooting using available documentation (b) at Level 2, analyze data, duplicate customer problems, isolate problem area and provide resolution for problems not resolved by Level 1 or alternatively prepare for Level 3.
Level 3 Support
The technical support provided on the terms set out in the EULA, designed to resolve Software Faults by engaging engineering to resolve product defects which have been identified by Level 2 Support.
Maintenance Services
Security fixes and Software updates, including existing fixes from Level 3 Support but not to include any Level 1 and 2 Support or Level 3 Support, and on the terms set out in the EULA.