Common use of Help Desk Support Clause in Contracts

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.