Helpdesk Support Clause Samples

Helpdesk Support. 12.1.1 Mass will provide the Client with telephone and online access to Technical Support facilities, subject to the terms of this agreement.

Helpdesk Support. 4.2.1 The Supplier shall provide as a minimum, a helpdesk support Service during core operational hours between the hours of 09:00 to 17:00, Monday to Friday, excluding UK Bank Holidays, unless otherwise specified by Contracting Authorities. 4.2.2 The Supplier shall log and record all calls, at no additional cost to Contracting Authorities. 4.2.3 The Supplier shall provide extended service hours outside of the normal business hours as specified in paragraph 4.2.1 (i.e. weekends, UK Bank Holidays and/or out of hours), when requested by Contracting Authorities. Any extended service hour requirement charges will be chargeable to Contracting Authorities and agreed at the Call Off Stage.

Helpdesk Support. 4.2.1. The nominated helpdesk shall cover all aspects of Contracting Authorities’ requirements in relation to both Managed Print and Content Management Services. 4.2.2. The Supplier shall provide as a minimum, maintenance and helpdesk / support during core operational hours between the hours of 09:00 to 17:00 hrs Monday to Friday, excluding UK Bank Holidays. 4.2.3. The Supplier shall provide the following facilities as a minimum, unless otherwise specified by and at no additional cost to Contracting Authorities:  log support calls with a helpdesk by email or by phone.  log calls through automated alerts direct from each networked digital Device, where this is specifically authorised and facilitated by Contracting Authorities.  receive telephone support for all Equipment, including Software.  receive remote support via the network where this is specified, authorised and facilitated by Contracting Authorities.  provide specialist I.T. telephone, remote access and field support where requested by Contracting Authorities.  progress reports on service calls / problem fixes to Contracting Authorities via the Supplier’s helpdesk. 4.2.4. The Supplier shall provide extended service hours outside of the core operational hours (i.e. weekends, UK Bank Holidays and/or out of hours), when requested by Contracting Authorities. These extended Services will be chargeable to Contracting Authorities and will be agreed at the Call Off stage. 4.2.5. The Supplier shall provide Contracting Authorities with a single point of contact for this Service, including a unique free phone number which must be accessible from UK Landlines, mobile telephones and overseas via a UK dialling code

Helpdesk Support. At the program start, Team MVS360 leverages clients exiting project’s help desk activities to establish a robust, scalable support system and processes for defect intake and resolution, including triage, escalation, communication, documentation, technical analysis, regression testing, repair and replacement, post-deployment software support, and failure analysis/disaster recovery Team documents the processes as appropriate within the production incident escalation communication plan , help desk communication plan, production operations manual (POM), and information systems contingency plan (ISCP). As our dedicated and trained help desk personnel receive tickets from project’s automated ticket tracking system, (e.g., ServiceNow), they confirm receipt, triage to validate categorization, perform RCA (root cause analysis), escalate as needed to Tier 3, resolve tickets, and update documentation, including incident and defect reports. Throughout the resolution process, we continuously update and track tickets for ongoing visibility and transparency into actions and progress. For ongoing operational and process improvements, we conduct pattern/trend analysis for tickets, defects, and incidents.

Helpdesk Support. CMTand its service agents may, at its own discretion, use the following methods to provide the above support where it is required outside of a scheduled onsite visit. A. Discussion and advice via email, telephone or fax. B. Remote access to the network where access is made available by modem, Internet or Virtual Private Network. C. Onsite visit by an Engineer.

Helpdesk Support. CPAS will provide telephone and e-mail helpdesk services for general Software user questions relating to the installation, configuration, release planning, features, functionality and operation of the Software (the “Helpdesk Support”). Helpdesk Support is available between the business hours of 9:00 am to 5:00 pm Eastern Standard Time (EST) Monday to Friday, excluding statutory holidays observed in Ontario, (the “Helpdesk Hours”). Extended Helpdesk Hours are available to the Customer as an optional service and are subject to an additional charge. The Customer will be responsible for the costs of any telephone, long distance or Internet service charges incurred to obtain Helpdesk Support.

Helpdesk Support. The Supplier and its service agents may, at its own discretion, use the following methods to provide the above support where it is required outside of a scheduled onsite visit:- A. Discussion and advice via email, telephone or fax B. Remote access to the network where access is made available by modem, Internet or Virtual Private Network C. Onsite visit by an Engineer

Helpdesk Support. The SEBC helpdesk shall handle all ICT calls for SEBC and SCC users in accordance with the Service Management Model for ICT Support at Haverhill Council Offices, Bury St Edmunds detailed in Schedule 1 to this Service Level Agreement.

Helpdesk Support. Where a Member wants support for a specific enquiry that has not been answered through the Website Support, they will be able to contact a dedicated public sector helpdesk. In addition to written contact (e.g. by email or web forms), the helpdesk will be open on Working Days to receive telephone calls between 08.30 and 17.30. The helpdesk will endeavour to provide a response to that enquiry to the Member’s satisfaction, using Ordnance Survey’s knowledge base. If the helpdesk is unable to resolve that issue, where appropriate, it will be escalated to an appropriate second level of support, which may include any of Ordnance Survey’s business areas. All enquiries will be managed in accordance with the service levels at Part 5 of this Schedule 1. As necessary, the helpdesk will also facilitate requests for meetings with Tier 1 Members by Ordnance Survey’s Relationship Managers and Technical Support operatives. Measuring Member satisfaction will be managed through Ordnance Survey’s internal quality assurance processes, as supported by direct feedback from Members and customer surveys. Any resultant action plans will be incorporated into the Quarterly Report.