Call/Incident Solution Sample Clauses

Call/Incident Solution. This step should be followed when the SDO judges that the call/incident solution is reached. In this case, the SDO should:  Ensure that all actions within this call are closed;  Update the call details in the SMT tool with the call/incident solution;  Send the solution e-mail to the call issuer;  Update the call status to “Resolved”. More information, including the flowchart outlining these tasks involved in the “Call/Incident Management Closure” is available in section E.4. Appendix A. Services for the Customs Trans-European Systems (TES) – SLA Applicability This annex details the Customs TES for which the Service Desk operations are managed by the current SLA. Customs TES Responsible Parties - Participating National Administrations Start date & Duration NCTS Service Desk All MSA - On-going - Duration defined by TOC - Andorra - Iceland - Norway - San Marino - Serbia - Switzerland - The former Yugoslav Republic of Macedonia - Turkey - On-going - Duration defined by TOC Other participating NA No National Service Desk ECS Service Desk All MSA - On-going - Duration defined by TOC ICS Service Desk All MSA - On-going - Duration defined by TOC EOS Service Desk All MSA - On-going - Duration defined by TOC COPIS Service Desk All MSA - On-going - Duration defined by TOC UUM&DS Service Desk All MSA - From 02/10/2017 - Duration defined by TOC Customs Decisions Service Desk All MSA - From Q4 2017 - Duration defined by TOC ▇▇▇ Service Desk All MSA - From 01/01/2017 - Duration defined by TOC - Norway - Switzerland - Turkey - From 01/01/2017 - Duration defined by TOC Table 13: Services for the Customs TES – National Administrations All Customs TES DG TAXUD (ITSM Service Desk) - On-going10 - Duration defined by TOC Table 14: Services for the Customs TES – DG TAXUD 10 Start Date to be determined for ▇▇▇, Customs Decisions and UUM&DS system. Appendix B. Working Hours of the Service Desks This appendix defines the hours during which the Service Desks can be reached via phone, in the various countries operating a NSD for one or more Customs trans-European system(s). It is recommended that the NSD maintains a rotation system as far as the total service provided is concerned. This means that the NSD may be available outside the normal business hours. It is also recommended that back-up personnel are available during the National Public holidays and weekends. The final schedule of the business days and hours outside the common period of international overlap (09:00 CET -15:0...