Common use of General Service Desk Clause in Contracts

General Service Desk. Service Provider’s responsibilities include: 1. Provide support to Authorized Users on both a reactive and a proactive basis, and for both in-bound and out-bound support. 1.1. Provide process to handle designation and establishment of Authorized User rights. 1.2. Track and manage the rights associated with individual Authorized Users. 2. Manage all Incidents and/or Service Requests from Authorized Users relating to Services, including the following: 2.1. Logging all relevant details. 2.2. Providing first-line investigation and diagnosis. 2.3. Resolving those as possible. 2.4. Escalating those that cannot be resolved within agreed timescales. 2.5. Communicating with users, keeping them informed of progress, notifying them of impending actions, obtaining appropriate agreement, and in all ways engaging and communicating with them about Service Provider activities. 2.6. Making appropriate updates to the Configuration Management System (CMS) in compliance with Configuration Management processes. 3. Ensuring staffing levels and work allocation remains appropriate to handle incident volumes and incident response targets. 4. Ensure that the Service Desk is available at all times (i.e. 24 hours a day, 365 days a year). 5. Provide an effective means of using industry recognized methods to determine, measure and monitor staffing levels, requirements and allocations, including the use of the following considerations: 5.1. Customer service expectations. 5.2. DIR and DIR Customer business requirements. 5.3. Size, relative age, design and complexity of the IT Infrastructure (e.g. the number and type of incidents, the extent of customized versus standard deployments). 5.4. The number of DIR Customers and Authorized Users to support, and associated factors such as number of customers, language requirements and skill level. 5.5. Incident and Service Request types, including duration of time required for call types, local or external expertise required, the volume and types of incidents and Service Requests. 5.6. The period of support cover required, based on hours covered, out-of-hours support requirements, time zones to be covered, locations to be supported, workload pattern of requests, and the service level targets in place. 5.7. The type of response required (e.g. telephone, email, fax, voicemail, physical). 5.8. The level of training required. 5.9. The support technologies available (e.g. phone systems, remote support tools, etc.). 5.10. The existing skill levels of staff. 5.11. The processes and procedures in use. 6. Communicate to Authorized Users in English, using terms that are clearly understood by the Authorized Users and consistent with those used by DIR. 6.1. All communications, whether spoken or written, shall be clearly understandable to the Authorized User. 7. Seamlessly integrate the Service Desk — including tools, technology and processes — with DIR Customer IT Service Desk(s). 8. The Service Desk will be located in an off-site location from DIR (approved by DIR), except for temporary periods where: 8.1. Calls are overflowed from one team within the Service Desk to another to handle major outages and business releases. 8.2. Calls that overflow to a different team within the Service Desk are handled by Service Desk personnel who have been trained and are knowledgeable on the DIR and DIR Customer environment. 8.3. Where more than one site is proposed for the delivery of Service Desk Services, any switching between the sites must be transparent to Authorized Users. 9. Provide Service Provider Service Desk personnel that are trained for the following: 9.1. Possess the appropriate competencies to provide Service Desk Services. 9.2. Understand DIR’s business, service levels, and its customers and respond appropriately. 9.3. Understand DIR’s and DIR Customers’ technology and sourcing arrangements. 9.4. Use recognized customer service and interpersonal skills, such as telephony skills, communication skills, active listening and customer care training. 9.5. Make appropriate decisions and initiate actions that reflect DIR and DIR Customer priorities. 9.6. Understand changes in products and services, as they become part of Service Provider’s responsibilities. 10. Provision Service Desk Support on a 24x7 basis. 11. Provide a single, toll-free (in-country) telephone number for external calls to the Service Desk from Authorized Users. 12. Provide DIR with an alternative local number (in-country) for calls to the Service Desk. 13. Identify potential Authorized Users’ training requirements, and provide recommended training actions to DIR. 14. Provide and maintain instructions for Authorized Users to access the Services. 14.1. The instructions will be made available to Authorized Users via the Portal and other media as requested by DIR.

General Service Desk. Service Provider’s Provider responsibilities include: 1. Provide support to Authorized Users on both a reactive and a proactive basis, and for both in-bound and out-bound support. 1.1. Provide process processes and procedures to handle designation and establishment of Authorized User rights. 1.2. Track and manage the rights associated with individual Authorized Users. 2. Manage all Incidents and/or Service Requests from Authorized Users relating to Services, including the followingincluding: 2.1. Logging all relevant details. 2.2. Providing first-line investigation and diagnosis. 2.3. Resolving those as possible. 2.4. Escalating those that cannot be resolved within agreed timescales. 2.5. Communicating with usersusers as requested, keeping them informed of progress, notifying them of impending actions, obtaining appropriate agreement, and in all ways engaging and communicating with them about Service Provider activities. 2.6. Making appropriate updates to the Configuration Management System (CMS) CMS in compliance with Configuration Management processes. 3. Ensuring staffing levels and work allocation remains appropriate to handle incident volumes and incident response targets. 4. Ensure that the Service Desk is available at all times (i.e. 24 hours a day, 365 days a year). 5. Provide an effective means of using industry recognized methods to determine, measure and monitor staffing levels, requirements and allocations, including the use of the following considerations: 5.1. Customer service expectations. 5.2. DIR and DIR Customer business requirements. 5.3. Size, relative age, design and complexity of the IT Infrastructure (e.g. the number and type of incidents, the extent of customized versus standard deployments). 5.4. The number of DIR Customers and Authorized Users to support, and associated factors such as number of customers, language requirements and skill level. 5.5. Incident and Service Request types, including duration of time required for call types, local or external expertise required, the volume and types of incidents and Service Requests. 5.6. The period of support cover required, based on hours covered, out-of-hours support requirements, time zones to be covered, locations to be supported, workload pattern of requests, and the service level targets in place. 5.7. The type of response required (e.g. telephone, email, fax, voicemail, physical). 5.8. The level of training required. 5.9. The support technologies available (e.g. phone systems, remote support tools, etc.). 5.10. The existing skill levels of staff. 5.11. The processes and procedures in use. 6. Communicate to Authorized Users in English, using terms that are clearly understood by the Authorized Users and consistent with those used by DIRDIR and DIR Customers. 6.1. All communications, whether spoken or written, shall be clearly understandable to the Authorized User. 7. Seamlessly integrate the Service Desk — Desk, including tools, technology and processes — processes, with DIR Customer IT and DIR Customer’s Service Desk(s). 8. The Service Desk will be located in an off-site location from DIR (approved by DIR), except for temporary periods where: 8.1. Calls are overflowed from one team within the Service Desk to another to handle major outages and business releases. 8.2. Calls that overflow to a different team within the Service Desk are handled by Service Desk personnel who have been trained and are knowledgeable on the DIR and DIR Customer environment. 8.3. Where more than one site is proposed for the delivery of Service Desk Services, any switching between the sites must be transparent to Authorized Users. 9. Provide Service Provider Service Desk personnel that are trained for the following: 9.1. Possess the appropriate competencies to provide Service Desk Services. 9.2. Understand DIR’s DIR and DIR Customer business, service levels, and its customers and respond appropriately. 9.3. Understand DIR’s and DIR Customers’ technology and sourcing arrangements. 9.4. Use recognized customer service and interpersonal skills, such as telephony skills, communication skills, active listening and customer care training. 9.5. Make appropriate decisions and initiate actions that reflect DIR and DIR Customer priorities. 9.6. Understand changes in products and services, as they become part of Service Provider’s Provider responsibilities. 10. Provision Service Desk Support on a 24x7 24 x 7 basis. 11. Provide a single, toll-free (in-country) telephone number for external calls to the Service Desk from Authorized UsersUsers where required. 12. Provide DIR and DIR Customers with an alternative local number (in-country) for calls to the Service Desk. 13. Identify potential Authorized Users’ training requirements, and provide recommended training actions to DIR. 14. Provide and maintain instructions for Authorized Users to access the Services. 14.1. The instructions will be made available to Authorized Users via the Portal and other media as requested by DIR.