Overview of Chat Services Clause Samples

Overview of Chat Services. Pursuant to this Chat Services Statement of Work, Provider will support the Services described hereinafter. The language to be supported by Provider hereunder is English (American — vernacular) (hereinafter, “English”). The Services will include: (a) receiving inbound text-based online “chat” communications via a Chat Tool (as further described hereinafter) regarding customer service inquiries from T-Mobile customers related to T-Mobile products and services (“Inbound Chats”); (b) responding to such Inbound Chats via the Chat Tool according to applicable Specifications, including such Specifications as are provided in the KM Database (as hereinafter defined); Provider shall also utilize its internal, proprietary knowledge management database to resolve issues relating to Chats, if and to the extent that the guidelines therein do not conflict with those provided by T-Mobile in the KM Database; (c) where customer issues are not addressed in the KM Database, posting questions to the KM Database, and, where necessary, escalating the customer issues for resolution in accordance with Section O (Escalation Procedures) hereof; and (d) on an on-going basis, posting solutions or responses to customer issues on the KM Database (“KM Updates”). For purposes of this Statement of Work, Inbound Chats may be referred to as “Chats” or individually, a “Chat.” The Services may further include, without limitation, such other activities (including, by way of example but not limitation, training and managerial activities) as are described in the Specifications, this Chat Services Statement of Work and elsewhere in the Agreement. The T-Mobile LOBs supported by the Services under this Chat Services Statement of Work, as well as the Sites, hours of operation, and other specifics of the Services under this Chat Services Statement of Work, are as hereafter provided below.
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