Common use of Operational procedures and guidelines Clause in Contracts

Operational procedures and guidelines. 3.1 This service is to support schools in the use of Management Information Systems (MIS) in the schools preferred provider ie ▇▇▇▇ software and Microsoft Office products. 3.2 Support calls, training requests and ▇▇▇▇ upgrades can be logged via the helpdesk by the following means: phoning 666 4446 faxing 666 3167 or emailing ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇@▇▇▇▇▇▇.▇▇▇.▇▇. 3.3 The application and a brief description of the call will need to be provided, a reference number will be assigned and the call will be allocated a response as detailed in 3.5. 3.4 The normal hours of support are from 9.00am until 5.00pm, Monday to Friday, excluding public holidays, council closures and team meetings. 3.5 A computerised helpdesk system will be used for call logging and recording solutions, the system will automatically produce response times compared to pre- recorded performance indicators. Response times: 3.6 Support following relevant installations and training will be provided by telephone, remote access and/or on-site as necessary. 3.7 Following new versions of applications, documentation will be revised and update courses will be run if it is a major release. 3.8 Solutions to problems raised in the use of applications listed in point 2 will be provided.