Incident Resolution. The Help Desk shall work diligently to resolve all Critical and High incidents. Due to the complexity of certain incidents, a formal guarantee of resolution cannot be provided. The Help Desk shall work extended hours in order to resolve a Critical incident. Any extended work hours required to resolve a Critical incident may also require District staff to remain available and participate in the resolution of the incident.
Appears in 3 contracts
Sources: Interlocal Agreement, Interlocal Agreement, Interlocal Agreement