Common use of Help Desk Service Clause in Contracts

Help Desk Service. Vendor shall provide, a Help Desk Service which will be adequately staffed and shall be the “One Point Contact” for the Reliance to lodge the CSR and to solve all day to day minor problems/faults ( if the problem/fault is not resolved by Reliance maintenance and operation engineer at first level) which impair operation of Broadband Access Reliance Network. Vendor customer support website – [***] is the front end for the provision of TSS . This website will allow Reliance maintenance and operation engineers to log in Broadband Access Reliance Network and Product problems along with the perceived severity and problem details. Trouble tickets entered via this website are continuously monitored and an acknowledgement will be available within [***]. In addition to the web based trouble reporting system, Vendor will also provide a 24 * 7 hotline toll free access number, which should be used to report Critical or Major problems. This Help Desk service shall be made available for providing technical assistance on [***] basis. The person in charge of the Help Desk shall be one point contact and responsible for establishing communication between Reliance’s engineers and the Vendor’s local/regional/national/ Asia Pacific/corporate personnel. However, Reliance reserves the right to contact directly any personnel of the Vendor if it is felt necessary. In the event of telephone contact is not sufficient to resolve the problems, experienced personnel of Vendor shall remain available for dial-in-diagnostics and visits to the Network Location. Vendor shall provide to Reliance its Help Desk process, management and organisation and same shall be attached herewith as Schedule L (Vendor Help Desk Process, Management and Organisation) engaged in providing the services through its Help Desk.