HELP DESK RESPONSE TIMES. 4.1 Measurement of Help Desk response times will be based on the time taken for a Help Desk operative to answer a call. Calls receiving an automated response or placed into a queuing system shall be deemed not to have been answered. 4.2 The Supplier shall monitor the Help Desk response times and shall provide the results of such monitoring to the Authority in accordance with the provisions of Part B of this Schedule.
Appears in 4 contracts
Samples: Model Services Agreement, Model Services Agreement, Services Agreement
HELP DESK RESPONSE TIMES. 4.1 Measurement of Help Desk response times will be based on the time taken for a Help Desk operative to answer a call. Calls receiving an automated response or placed into a queuing system shall be deemed not to have been answered.
4.2 The Supplier shall monitor the Help Desk response times and shall provide the results of such monitoring to the Authority in accordance with the provisions of Part B of this Schedule.
Appears in 2 contracts
Samples: Services Agreement, It Solutions and System Integration Services Agreement
HELP DESK RESPONSE TIMES. 4.1 Measurement of Help Desk response times will be based on the time taken for a Help Desk operative to answer a call. Calls receiving an automated response or placed into a queuing system shall be deemed not to have been answered.
4.2 . The Supplier shall monitor the Help Desk response times and shall provide the results of such monitoring to the Authority in accordance with the provisions of Part B of this Schedule.
Appears in 1 contract
Samples: Services Agreement
HELP DESK RESPONSE TIMES. 4.1 2.1 Measurement of Help Desk response times will be based on the time taken for a Help Desk operative to answer acknowledge a callSupport Request (initiated either via telephone, email or web chat). Calls For these purposes “response” shall mean acknowledgement of receipt of the Support Request. Support Requests receiving an automated response or placed into a queuing system shall be deemed not to have been answeredresponded to.
4.2 The Supplier shall monitor the Help Desk response times and shall provide the results of such monitoring to the Authority in accordance with the provisions of Part B of this Schedule.
Appears in 1 contract
Samples: Service Agreement
