Customer Support Service. The Supplier shall be required to provide and maintain a dedicated customer service team which will act as the first point of contact and focal point for all enquiries from Customers.
Customer Support Service. 4.2.i.1 The Supplier shall provide the Contracting Authorities and their Users with a dedicated helpdesk responding to queries via email, post and telephone calls which should be available as a minimum between 8am and 6pm Monday to Friday excluding public holidays. A non premium rate (0800) and/or a 01, 02, 03 prefix telephone number shall be offered.
4.2.i.2 The Supplier shall provide a web site advising Users on the process and benefits of the scheme.
4.2.i.3 The Supplier shall provide User information packs to help explain the scheme process together with relevant forms and general information.
Customer Support Service. 4.2.1. The Supplier shall provide the Contracting Authorities and their Users with a dedicated helpdesk responding to queries via email, post and telephone calls which should be available as a minimum between 8am and 6pm Monday to Friday excluding public holidays. A non premium rate (0800) and/or a 01, 02, 03 prefix telephone number shall be offered.
4.2.2. The Supplier shall provide advice on the most advantageous financial options available to Users, dependant on their circumstances and information of any associated costs applicable to Users at the end of the loan period in respect of returning cycles and equipment or the transfer of ownership of the cycles and equipment to Users.
4.2.3. The Supplier shall provide a web site advising Users on the process and benefits of the scheme.
4.2.4. The Supplier shall provide User information packs to help explain the scheme process together with relevant forms and general information.
4.2.5. The Supplier shall provide a pre-sales service which includes allowing Users to test their cycles before loan.
4.2.6. The Supplier shall ensure a clear cycle reservation policy is in place across all outlets that is strictly adhered to.
4.2.7. The Supplier shall ensure that an after-sales service is in place which includes allowing Users to return to retailers within six weeks after each purchase window to carry out a free check on any cycle equipment leased through the scheme.
4.2.8. The Supplier shall ensure that a warranty and servicing is provided which is consistent across all outlets as per the retailer’s warranty.
Customer Support Service. 4.2.1. The Supplier shall provide the Contracting Authorities and their Users with a dedicated helpdesk responding to queries via email, post and telephone calls which should be available as a minimum between 8am and 6pm Monday to Friday excluding public holidays. A non premium rate (0800) and/or a 01, 02, 03 prefix telephone number shall be offered.
4.2.2. The Supplier shall interact directly with Users in order that they may enrol and make donations using the service.
4.2.3. The Supplier shall ensure that any interaction under 4.2.2 may extend to the Supplier promoting the use of the service to Users although any such promotion must neither nominate nor steer Users toward specific charities.
4.2.4. The Supplier shall obtain, prior to any promotion, the approval of the Contracting Authorities for use of the proposed media and strategies to be used.
4.2.5. If the Contracting Authorities Users require a means of confirming that payment of their donations have been made to their nominated charities and systems shall be in place that allows Users to check without the involvement of the Contracting Authorities.
Customer Support Service. The Supplier shall provide:
4.5.1. A dedicated help desk responding to queries relating to the scheme from the Contracting Authorities Users in the form of a telephone number, emails, and post, which should be available seven days a week.
4.5.2. The telephone number shall be a non premium rate (0800) and/or a 01, 02, 03 prefix telephone number.
4.5.3. Access to the website must be 24 hours per day, 7 days a week, 52 weeks a year. Whilst in work, Users will access to the site via an internal intranet link. Outside of work, Users shall be able to gain access via the internet.
4.5.4. Alternative systems/ formats to meet the needs of users with a disability who are unable to access the services. These must comply with the Contracting Authorities accessibility standards.
4.5.5. Contracting Authorities Users with access to an up to date supplier list, enabling the Contracting Authorities to manage the offers available.
4.5.6. Respond fully to complaints / concerns within 5 working days of receipt.
Customer Support Service. Contractor should provide a brief description of available standard support offerings and/or any premium plans for end users, including help desk, application/technical support. The hours of operation of support services and method of contacting support should be included along with information on turnaround time for support and escalation procedures.
Customer Support Service. Customer Support Service shall mean providing the people and the facilities to answer telephone calls from Client's subscribers or potential subscribers. NRI will resolve, or escalate to Client for resolution, calls pertaining, but not limited to, suspended or blocked user ID, access to the system and billing information. NRI will also provide information to the Client about the frequency and duration of calls from Client's customers. NRI will provide its Services 24 hours a day, 7 days a week. Client must provide assistance to resolve escalated calls beyond NRI's knowledge.
Customer Support Service. The Customer Service is accessible using the chat available on the website xxx.xxxxxxxxx.xxxx or the email address at the bottom of the page: xxxxxx@xxxxxxxxx.xxxx. The customer service department reserves the right to reply to Users' requests within 2 working days in order to process and manage them correctly. Requests received during public holidays will be taken over on the next available working day. Shipments and deliveries will be agreed and indicated during the purchase procedure and indicated in the order confirmation emails or in the communications sent directly by the Reseller Partners to the final Customer. For any special needs of the customer, it is preferable to send, before proceeding with the order, an email to the addresses provided in this document or to contact directly the Reseller Partner. The only rights granted to the Owner in relation to the content provided by Users are those necessary for the operation and use of the Platform.
Customer Support Service. The Supplier shall be required to provide and maintain a dedicated customer service team which will act as the first point of contact and focal point for all enquiries from Customers. The Supplier shall provide a free of charge dedicated helpdesk service that shall comply with the following: Provision of a customer service helpdesk which shall be open to answer general enquiries and shall operate as a minimum from office hours 08:30 until 17:30 Monday to Friday throughout the year excluding England and Wales public holidays. The Supplier shall ensure that all Supplier Personnel appointed to the helpdesk have the relevant skills, experience and knowledge of the services offered under the DMP Agreement and have the capability to manage Customer relations in a professional manner. The Supplier shall provide support to all Customer queries, which will include but not be limited to providing: Advice and support employers to claim any additional employer incentive payments (compilation, age etc.); Advice on their individual requirements; Plan most cost effective delivery model (agree locations of cohorts etc.); and Resolve any issues. The Supplier shall be responsible in ensuring that all enquiries received from Customers are dealt with and resolved in accordance with the Service Level Agreement.
Customer Support Service. Remote Staff provides a customer support service to The Client that includes the following services:
a. to confirm to The Client that the Remote Staff Service Provider is working online or not;
b. to ensure that the Remote Staff Service Provider starts work on time;
c. to contact the Remote Staff Service Provider who is late for work and notify The Client accordingly;
d. to monitor the Remote Staff Service Provider’s online activities to ensure that the Remote Staff Service Provider is providing the Services; and e. to manage the payroll.
