Help Desk Support Clause Samples

Help Desk Support. For technical questions related to the use of Team Georgia Marketplace™, including assistance with finding, opening and uploading documents, Contractors have access to phone support through the DOAS Customer Service Help Desk at ▇▇▇-▇▇▇-▇▇▇▇, Monday through Friday 8:00 AM to 5:00 PM EST excluding State Holidays or any other day state offices are closed such as furlough days or closings in response to inclement weather. Contractors can also email questions to: The Department reserves the right to approve or reject such requests as the Department deems necessary.

Help Desk Support. 8.1 Level 1 (End-User) Help Desk Support: Customer shall be responsible for providing Leve▇ ▇ ▇▇▇p Desk Services. 8.2 Level II and III (Network) Support. Every GTE Internetworking customer is provided with second-level help desk support designed to work with either your own or out-sourced help desk, you project administrator or you IS Department. This help desk is integrate with our Networking Operations center and is the first point of contract for opening new trouble tickets, getting updates on existing ones, or simply asking information questions.

Help Desk Support. NetDocuments will provide Help Desk Support as provided in Exhibit B. Help Desk Support may be provided by NetDocuments’ personnel or subcontractors in regions other than Customer’s Service Region. Customer is responsible for any and all Customer Data shared as a result of its initiation of Help Desk Support and will ensure that Customer Data is shared in conformity with any Customer or client policies or laws, rules, or regulations that may apply to Customer Data. NetDocuments will not be liable for any Customer Data shared by Customer or its Service Users in violation of any policy or law, rule, or regulation applicable to Customer Data.

Help Desk Support. Licensor shall provide "help desk support" as defined herein to Licensee during Licensor's normal business hours. Help desk support will consist of telephone consultation, wide area network (WAN), Telecopy (Fax), E-mail or Internet communication with a representative of Licensor to provide Licensee with information, advice and assistance with respect to the operation and use of QMACS(TM)

Help Desk Support. Tier 1 provides the entry point into the help desk process, records the request, and provides initial support. The State will provide Level 1 help desk support. The Contractor shall support the State help desk with training and problem identification and resolution scripts. The Contractor shall provide the State with information, lessons learned, and best practices that the State can incorporate into its support processes. The State will use its existing ticket tracking system. Unless otherwise expressly agreed to by the Project Administrator, the State will not provide the Contractor access to the State’s ticket tracking system. Tier 1 support shall include the capture and verification of user data and provide initial triage of the problem with the goal of resolving the problem at Tier 1, where appropriate. Tier 1 support will perform activities such as user account management (e.g., new, delete, permissions, and passwords), preliminary troubleshooting, relating knowledge of policies and procedures, user assistance, monitoring system performance, logs, and other activities that support daily operations. Tier 1 support will also triage issues such as network outages, expired passwords, or other nonapplication issues that may affect performance.

Help Desk Support. Out-of-the-box functionality support via the Help Desk (tele- phone or eService via Intergraph’s Customer Support Web Site where available at ▇▇▇▇://▇▇▇▇▇▇▇▇.▇▇▇▇▇▇▇▇▇▇.▇▇▇). Phone sup- port for all priority levels of software errors is available on Monday through Friday from 8AM – 5PM at Customer’s local time, ex- cluding Czech national statutory holidays. Local variances in support hours will be posted on the Customer Support Web Site or applicable local support website, or can be determined by contacting Customer’s local Intergraph office.

Help Desk Support. During the hours of Service specified in paragraph 2, FCC will provide a client service and administration telephone help desk facility (“Help Desk”) for the benefit of the Customer. FCC shall accept calls for English language telephone support in connection with orders and Incidents during the hours of Service specified in paragraph 2 of this Schedule. For the avoidance of doubt, FCC shall be under no obligation to provide any technical assistance to the Customer’s users or additional users.

Help Desk Support a. Service Provider will establish and maintain Help Desk Support for all provided components which includes: (i) Diagnosis of problems or performance deficiencies of the system; (ii) A recommended resolution to the reported problem or performance deficiency; and (iii) Close coordination between development resources and TJJD technical staff regarding any testing and/or implementation of corrective actions. Service Provider will provide primary telephone software support on a daily basis during standard business hours (8:00 am - 5:00 pm) and will provide after-hours support via e-mail. After hours support is defined as response by e-mail within 4 hours on weekdays between the hours of 5:00 pm and 8:00 am and within 6 hours on weekends and official state holidays. Service Provider will ensure any reported/identified defects within the system are documented, assessed, and a recommended solution is defined. All issues must be tracked as part of a comprehensive ticket management system. Escalation procedures and timelines will be determined collaboratively between Service Provider and TJJD. b. Service Provider shall establish and participate in regularly scheduled problem management meetings with TJJD technical staff to review new and existing issues and to develop a remediation plan commensurate with the severity of the identified issue(s).

Help Desk Support a. Service Provider will establish and maintain Help Desk Support during normal (i) Diagnosis of problems or performance deficiencies of the system; A recommended resolution to the reported problem or performance deficiency; and (ii) Close coordination between development resources and TJJD technical staff regarding any testing and/or implementation of corrective actions. (iii) Service Provider will ensure any reported/identified defects within the system are documented, assessed, and a recommended solution is defined. b. Service Provider will participate in meetings with ▇▇▇▇ as needed, to review new and existing issues and develop a remediation plan commensurate with the severity of the identified issues.