Help Desk Services a. As part of Standard Internet Access Maintenance and Support, SONIFI shall provide remote technical support to the persons identified in the Products & Fee Schedule, as described in these Support Terms, in English, to the Premises during the Term of the Broadband Agreement (the “Help Desk Services”). Company is solely responsible for all translation costs and shall pay all such costs to SONIFI within thirty (30) days of receiving an invoice therefor. Such Help Desk Services, subject to the existence of a Force Majeure Event: i. shall be available to the persons for whom Customer has engaged Help Desk Services (the “Users”), as identified in the Products & Fee Schedule (Premises employees, Premises guests, public area users, Premises invitees, and/or conference attendees);
ii. subject to Subsection 2.d., shall be accessible by Users via one or more toll-free telephone numbers as assigned by XXXXXX, via email using one or more email addresses assigned by XXXXXX, or via such other communication methods as SONIFI may choose to implement, in its sole discretion. Customer shall make instructional materials containing contact information for the Help Desk Services available to Users via commercially reasonable means; iii. shall be available to Users twenty-four (24) hours a day, seven (7) days a week, including holidays;
iv. shall be available through a number of telephone lines that SONIFI, in its sole but commercially reasonable opinion, determines to be sufficient for the anticipated call volume; and
v. shall be provided by qualified and knowledgeable SONIFI personnel, as determined by SONIFI in its sole discretion (“Help Desk Personnel”). Such Help Desk Personnel shall be available (a) to respond to operational queries from Users concerning the Internet Access Equipment and the Licensed Software, (b) to respond to operational queries from Users concerning any other hardware or software for which SONIFI has expressly agreed to provide Help Desk Services under the Broadband Agreement (collectively, “Customer- Supplied Equipment”), and (c) to assist and support the utilization of the Internet Access Equipment, the Licensed Software and the Customer-Supplied Equipment by Users (each a “Support Request” and, collectively, “Support Requests”), subject to the exclusions delineated in Section 7 of these Support Terms.
Help Desk Services. Vendor shall provide Help Desk Services for reporting errors and malfunctions and trouble shooting problems. Vendor’s Help Desk Services shall be [web-based and/or by toll-free telephone lines and/or via e-mail]. Vendor’s Help Desk Services shall include but are not limited to the following Services: Assistance related to questions on the use of the subject Software; Assistance in identifying and determining the causes of suspected errors or malfunctions in the Software; Advice on detours or workarounds for identified errors or malfunctions, where reasonably available; Information on errors previously identified by Xxxxxxxxx and reported to Vendor and detours to these where available; and Advice on the completion and authorization for submission of the required form(s) reporting identified problems in the Software to Vendor.
Help Desk Services. In connection with the operation of the Help Desk, Project Co will:
(a) provide for Facility Users to submit Help Desk Reports by telephone, electronic mail and other electronic means;
(b) coordinate all requests for housekeeping services as set out in Appendix 4E [Housekeeping and Waste Management Services];
(c) provide a local or toll-free telephone number to access the Help Desk;
(d) respond initially to all Help Desk Reports:
(1) if made by telephone, within 20 seconds with all calls answered by a live Help Desk Operator to assess priority classification;
(A) Emergency calls will be addressed immediately and not put on hold;
(B) Xxxxxx calls may be put on hold for a maximum of one minute during periods of high call volume with an option for the call initiator to leave a message for call back. All Urgent messages will be responded to within 5 minutes;
(C) Xxxxxxx calls may be put on hold for a maximum one minute during periods of high call volume with an option for the call initiator to leave a message for call back. All Routine messages will be responded to within 15 minutes;
(2) if made by electronic mail or by other electronic means, within 15 minutes of receipt at the Help Desk;
(e) within 30 minutes of the Help Desk Report, provide by telephone or email to the Facility User who made the Help Desk Request with Project Co’s initial plan for Rectification of the Event.
(f) monitor and track Help Desk statistics and provide a monthly report, as part of the Performance Monitoring Report, to the Authority including:
(1) daily call volumes;
(2) average initial call response times and number of calls not responded to within 4 rings;
(3) number of calls put on hold, average hold times, number of calls put on hold for longer than one minute and number of abandoned calls;
(4) number of electronic or voice messages not responded to within the applicable times set out in Sections (d)(1)and (d)(2);
(g) record and notify the Authority of:
(1) all Service Failures and Unavailability Events promptly if such failures or events will have a material impact on the use of a Facility by Facility Users and otherwise in accordance with Section 6.2 of Schedule 4 [Services Protocols and Specifications];
(2) accidents or emergencies promptly after occurrence;
(3) complaints or compliments and other comments received from Facility Users in connection with the Services promptly following receipt;
(h) monitor the BMS and the CMMS including the monitoring of alarms, equipment ala...
Help Desk Services. 1. The Help Desk Services pricing is based on the Resource Volume Baselines contained in Exhibit C-1.
2. The Help Desk billable Resource Units are defined as follows:
2.1. Help Desk Services
Help Desk Services. Datec will
2.15.1 provide a single-point-of-contact (SPOC) Help Desk. The Help Desk will support and have access to, and maintain, sufficient information that will facilitate knowledge of the BSP’s business and technology environment;
2.15.2 provide one primary Help Desk contact phone number and enable contact fax, e-mail and browser for all technology requests. This includes, but is not limited to, communication faults, Hardware and Software failures, and general enquiries by the BSP.
2.15.3 record, analyse and report on a regular basis, as and when required by the BSP, on calls received by the Help Desk, including details of: • call volumes and duration; • problem trends; • call abandon rate and wait times; • Level 1 resolution rate; • problem resolution time; • provide Level 1 support for any end user IT problem; • resolve problems at the first level, to decrease resolution times; • recording all problem calls, inquiries and requests for service; • gathering the end user information; • obtaining resource status; • accessing on-line information; • responding to end user requests with accurate and appropriate information; • handling routine Hardware, Software, and usage problems; Commercial in Confidence Page 19 May 2004 • transferring calls to the appropriate support group, although coordination and ownership of the problem and escalation management remains with the Level 1 support; • opening the problem record and providing the end users with a unique problem identifier (e.g. number); • informing the end user of the status; • calling the end user for further information; • closing the call, with the end user’s agreement and ensuring end user survey is completed; • escalating delays in problem resolution; • notify users of system unavailability (scheduled and non-scheduled); • report all suspected viruses to the BSP in a timely manner; and • assist the BSP in removing viruses
Help Desk Services. SupportSoft will charge $*** per minute for any Help Desk services delivered to Office Depot. Payment will be made according to the terms outlined in Section 6.0 of the Agreement.
Help Desk Services. The Contractor shall provide the State with a process for contacting Contractor if a problem requires support outside the capabilities of the Tier 1 support. Contractor shall work with the State to develop a transfer process, including identifying how the incident is communicated, what information is included on the ticket (which shall include incident priority), and how the resolution is communicated back to the State. Tier 2 support consists of configuration support, interface support, application support, problems requiring root cause analysis or further diagnosis, and problems not within DMV’s ability to resolve. Tier 2 support includes, but is not limited to, tuning the system to improve performance and/or to adapt CIVLS to requirements or environments and other issues pertaining to the use of CIVLS. All issues will be tracked by Contractor and each resolution relating thereto shall be reported by the Contractor promptly to the State.
Help Desk Services. The Help Desk is the initial point of contact for all questions, issues, information, and service requests regarding online course support for faculty, students, and campus staff. The Help Desk staff logs the inquiry into the SUNY Online tracking system and attempts to resolve on first contact. If a first contact resolution is not possible, requests are assigned to additional SUNY Online staff member(s) to assist with resolution. The Help Desk service focuses on direct support and assistance for End Users of the LMS. This includes: • “How to” questions for a campus LMS • LMS navigation guidance for students and faculty • LMS “log in” or access questions (if applicable) • Tier One End-User support for the SUNY university-wide Collaborate service offering • End-User support (Tier One and Tier Two) for the Blackboard Learn Core LMS Tools. To receive a current list of the Blackboard Learn Core LMS Tools, submit a Help Desk request at xxxxx://xxxxxx.xxxx.xxx/help. • Ability to view issue resolutions in the SUNY Online ticket tracking system • Initial point of contact for all SUNY Online questions and issues (Service Desk). The Help Desk attempts to resolve various student, faculty, and campus staff issues. When the Help Desk is unable to resolve the issue, a service ticket is escalated to other team(s) or person(s) as appropriate.
Help Desk Services. This Section 2.12 of this Exhibit B describes the help desk services Vendor shall be responsible for providing as part of the Services: Vendor shall responsible for those tasks associated with help desk services described in the "Help Desk Services" portion of Schedule 2 of this Exhibit B.
Help Desk Services. Tier 3 support is required when detailed technical issues are identified that require specific technical skills and knowledge possessed by the Contractor or other support vendors. This support shall include configuration changes and programming changes in accordance with the configuration management and change control processes. Contractor shall be responsible for both Tier 2 and Tier 3 support, including assessment of the level of support which is required and for coordinating with any third party, to the extent necessary to provide such support. All issues shall be tracked by the Contractor and each resolution relating thereto shall be reported by the Contractor promptly to the State.
