ESD (Supplemental Services for Centers Sample Clauses

ESD (Supplemental Services for Centers and Missions) Enterprise IT Services have transformed NASA’s IT Infrastructure services from a Center-based model to a standard, enterprise-based management and provisioning model shared across the Agency. The scope of Enterprise IT Services is broad, entailing consolidation and central management of Enterprise services in the areas of Tier 0/1 service desk and ordering, as well as the portfolios listed below. The NSSC provides the Agency ESD in support of NASA’s Enterprise IT Services and other Center/Mission programs. The ESD at the NSSC provides a Single Point of Contact (SPOC) for incident management in the Enterprise IT Services environment and a single ordering system for requesting Enterprise IT Services. Enterprise IT Services have been categorized into different portfolios: • Agency Applications • Communications Services • Computing Services • Cybersecurity Services • End User Services • Identity, Credentialing, and Access Management Services • Information Management Services • Web Services The scope of the ESD includes: • Providing a SPOC for the reporting and resolution of incidents related to Enterprise IT and other services; • Providing a SPOC for the ordering of Enterprise IT and other services; • Collecting SLI-based performance metrics for Enterprise IT and other services using the ESD support systems and databases (e.g. dashboards); and • Issuing and reporting Enterprise and other surveys services. Service Unit of Measure FY 2024 Rate Service Level Indicator ESD (Supplemental Services) Determined by customer requirements Determined by customer requirements 95% of routine customer ESD inquiries received by ESD are resolved on the initial contact (call, Tier 0, e-mail). Routine is defined as a knowledge article exists to resolve the inquiry. 80% of customer calls are answered within 60 seconds 4.0 or greater customer satisfaction rating will be maintained (on a scale of 1 to 5) will be maintained The call abandonment rate shall be less 7%
Sample 1
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Related to ESD (Supplemental Services for Centers

  • WHEREAS the Company desires the Warrant Agent to act on behalf of the Company, and the Warrant Agent is willing to so act, in connection with the issuance, registration, transfer, exchange, redemption and exercise of the Warrants; and

  • Miscellaneous The Vendor acknowledges and agrees that continued participation in TIPS is subject to TIPS sole discretion and that any Vendor may be removed from the participation in the Program at any time with or without cause. Nothing in the Agreement or in any other communication between TIPS and the Vendor may be construed as a guarantee that TIPS or TIPS Members will submit any orders at any time. TIPS reserves the right to request additional proposals for items or services already on Agreement at any time.

  • Entire Agreement This Agreement constitutes the entire agreement between the parties hereto with respect to the subject matter contained in this Agreement and supersedes all prior agreements, understandings and negotiations between the parties.

  • Severability Any provision of this Agreement that is prohibited or unenforceable in any jurisdiction shall, as to such jurisdiction, be ineffective to the extent of such prohibition or unenforceability without invalidating the remaining provisions hereof, and any such prohibition or unenforceability in any jurisdiction shall not invalidate or render unenforceable such provision in any other jurisdiction.

  • NOW, THEREFORE the parties hereto agree as follows:

  • Insurance The Company and the Subsidiaries are insured by insurers of recognized financial responsibility against such losses and risks and in such amounts as are prudent and customary in the businesses in which the Company and the Subsidiaries are engaged, including, but not limited to, directors and officers insurance coverage. Neither the Company nor any Subsidiary has any reason to believe that it will not be able to renew its existing insurance coverage as and when such coverage expires or to obtain similar coverage from similar insurers as may be necessary to continue its business without a significant increase in cost.

  • Assignment This Agreement and all rights and obligations hereunder may not be assigned without the written consent of the other party.

  • IN WITNESS WHEREOF the parties hereto have executed this Agreement as of the day and year first above written.

  • Notices Any notice, request or other document required or permitted to be given or delivered to the Holder by the Company shall be delivered in accordance with the notice provisions of the Purchase Agreement.

  • Governing Law This Agreement shall be governed by and construed in accordance with the laws of the State of New York.

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