Help Desk and On Sample Clauses

Help Desk and On. Site Support The contractor shall provide on-site support to the USPTO contact centers from 5:00 AM to 7:00 PM Monday through Friday (except Federal holidays). The USPTO contact centers will report any problems to the contractor through an existing phone number/queue on the ECC Server. The contractor shall contact the customer (USPTO) within 15 minutes from the initial problem report - and must be on-site with the customer within 30 minutes of initial contact with the customer (if required). The contractor must manage all problem tickets through resolution, logging all actions taken, final resolution information, and notification ofproblem closure to customer. The USPTO may require the contractor to provide root cause analysis reports to System Development Manager within ten business days of the problem report. The contractor must agree to minimum operational commitment in the following Commitment and Involvement Statement for Operations Support: DOC-50-PAPT-06-01004 Page 11 of 63 Commitment and Involvement Statement for Operations Support: Personnel of the contracting company, who should be involved with problem resolution, will maintain focus on the issue, as soon as the problem is received, until the system is up and/or the call center(s) return(s) to normal business functionality. All problem tickets must be resolved within a timely manner. Problem Type: Initial Notification and Resolution time: subsequent interval for reporting to the System Based on SLA, but at a minimum must meet the following...
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