Common use of Helpdesk Clause in Contracts

Helpdesk. i. As a complement to Basic CSR Handling, Supplier’s Helpdesk service is available to MetroPCS by phone ***. An assigned Supplier local support office can be contacted by MetroPCS for an immediate consultation or direct communication in any step of the CSR Handling process. ii. Helpdesk services are provided to MetroPCS during *** applicable MetroPCS local time ***. Notwithstanding the foregoing, Supplier will make Support Services available as follows: • 7x24 Support for Critical Incidents until resolution • 7x24 notification/update/resolution with increasing escalation to Supplier’s management if the Incident affects either the ePC or there is greater than a *** loss of any service or capacity caused by Supplier’s eNodeB in any MetroPCS market. iii. MetroPCS will request that Supplier join an operational troubleshooting bridge call within *** of notification for any Critical Incident. Supplier will provide adequate resources to escalate, complete analysis, and resolve the Incident in conformance with the service level standards in Exhibit 10. iv. MetroPCS will provide Supplier with *** for the purpose of operational analysis, investigation, TAC, and resolution. Supplier will not *** prior to contacting the MetroPCS national operations center (“NOC”) and receiving approval in advance from authorized personnel. ***.

Helpdesk. i. As a complement to Basic CSR Handling, Supplier’s 's Helpdesk service is available to MetroPCS by phone ***. An assigned Supplier local support office can be contacted by MetroPCS for an immediate consultation or direct communication in any step of the CSR Handling process. ii. Helpdesk services are provided to MetroPCS during *** applicable MetroPCS local time ***. Notwithstanding the foregoing, Supplier will make Support Services available as follows: • ▪ 7x24 Support for Critical Incidents until resolution • ▪ 7x24 notification/update/resolution with increasing escalation to Supplier’s 's management if the Incident affects either the ePC or there is greater than a *** loss of any service or capacity caused by Supplier’s 's eNodeB in any MetroPCS market. iii. MetroPCS will request that Supplier join an operational troubleshooting bridge call within *** of notification for any Critical Incident. Supplier will provide adequate resources to escalate, complete analysis, and resolve the Incident in conformance with the service level standards in Exhibit 10. iv. MetroPCS will provide Supplier with *** for the purpose of operational analysis, investigation, TAC, and resolution. Supplier will not *** prior to contacting the MetroPCS national operations center (“NOC”) and receiving approval in advance from authorized personnel. ***.