Common use of Customer Support Service Clause in Contracts

Customer Support Service. The Supplier shall be required to provide and maintain a dedicated customer service team which will act as the first point of contact and focal point for all enquiries from Customers. The Supplier shall provide a free of charge dedicated helpdesk service that shall comply with the following: Provision of a customer service helpdesk which shall be open to answer general enquiries and shall operate as a minimum from office hours 08:30 until 17:30 Monday to Friday throughout the year excluding England and Wales public holidays. The Supplier shall ensure that all Supplier Personnel appointed to the helpdesk have the relevant skills, experience and knowledge of the services offered under the DMP Agreement and have the capability to manage Customer relations in a professional manner. The Supplier shall provide support to all Customer queries, which will include but not be limited to providing: Advice and support employers to claim any additional employer incentive payments (compilation, age etc.); Advice on their individual requirements; Plan most cost effective delivery model (agree locations of cohorts etc.); and Resolve any issues. The Supplier shall be responsible in ensuring that all enquiries received from Customers are dealt with and resolved in accordance with the Service Level Agreement.