Helpdesk. Customers must contact LightEdge Support to report service trouble or an outage with LightEdge Technical Support. LightEdge Technical Support will be available seven (7) days per week; twenty-four (24) hours per day; three hundred sixty-five days (365) days per year. LightEdge Technical Support provides support for network monitoring, trouble ticket resolution, and fault isolation up to the termination point of LightEdge provided Equipment. LightEdge Technical Support will accept trouble and outage related support calls from any customer representative. LightEdge will not perform any requested activity which may cause Service disruption or perform any changes to Service unless request is initiated by an Authorized Contact. LightEdge reserves the right to delay response on support tickets opened by anyone other than the Authorized Contact. Communication between Customer and LightEdge not initiated by Authorized Contact will not be subject to SLA remedies. All communications with Customer will be in the English language.
Helpdesk. 2.1 The Provider shall make available to the Customer a helpdesk in accordance with the provisions of this Schedule 4.
2.2 The Customer may use the helpdesk for the purposes of requesting and, where applicable, receiving the Support Services; and the Customer must not use the helpdesk for any other purpose.
2.3 The Provider shall ensure that the helpdesk is accessible by email and/or by using the Provider's web-based ticketing system.
2.4 The Provider shall ensure that the helpdesk is operational during Business Hours during the Term.
2.5 The Customer shall ensure that all requests for Support Services that it may make from time to time shall be made through the helpdesk.
Helpdesk. 24.1. The Contractor is required to operate their own helpdesk, with specified staff familiar with the account, to assist Framework Public Bodies with general and orders enquiries, logging calls, providing technical support, consumable support (i.e. service, maintenance, IT), other assistance and an engineer call out facility. The helpdesk should operate between the defined Working Hour and Working Day.
24.2. The Contractor is required to log all calls, providing the Framework Public Body with a unique reference number in order to track their incident, including immediate fixes and effectively manage all incidents raised. The helpdesk should include a 2nd line capability where fully trained engineers with full technical knowledge of the products are available in order to try and resolve more complex problems without having to send an engineer to the Framework Public Body’s site.
24.3. The Contractor is required to provide a remote technical resource to the Framework Public Body free of charge. This technical resource must be a fully trained engineer with full technical knowledge of the products. The purpose of the technical resource is to try and solve the problem quickly and potentially without having to send out an engineer.
Helpdesk. 8.1 The Lessor operates the Helpdesk during the Helpdesk Operating Hours to take initial calls from the Lessee. Lessee shall comply with all reasonable instructions given by Helpdesk staff in relation to the Equipment.
8.2 Technical advice via the Helpdesk may be provided by the Lessor in relation to operational issues, Equipment fault diagnosis, installation issues and other technical issues relevant to the Equipment.
8.3 The Helpdesk can be reached via the telephone number provided by the Lessor to the Lessee from time to time.
Helpdesk. 1. The Client is entitled to consult Xxxxxxx’x helpdesk for reasonable questions, support and advice concerning the use of the Digital Product. Keesing will endeavour to offer the Client the requested support or to provide adequate answers to questions regarding the use of the Digital Product to the best of its ability.
2. Keesing endeavours that its helpdesk can be reached during regular European office hours; 08:00-18:00 CEST/CET (excluding Dutch public holidays).
3. The Client is deemed to have a reasonable basic knowledge regarding the Digital Product and of its own IT-systems and software programmes. If and in so far as helpdesk service is required due to absence of such basic knowledge, Keesing is entitled to invoice the costs concerned to the Client in accordance with Keesing's applicable pricelist.
Helpdesk i. As a complement to Basic CSR Handling, Supplier’s Helpdesk service is available to MetroPCS by phone ***. An assigned Supplier local support office can be contacted by MetroPCS for an immediate consultation or direct communication in any step of the CSR Handling process.
ii. Helpdesk services are provided to MetroPCS during *** applicable MetroPCS local time ***. Notwithstanding the foregoing, Supplier will make Support Services available as follows: • 7x24 Support for Critical Incidents until resolution • 7x24 notification/update/resolution with increasing escalation to Supplier’s management if the Incident affects either the ePC or there is greater than a *** loss of any service or capacity caused by Supplier’s eNodeB in any MetroPCS market.
iii. MetroPCS will request that Supplier join an operational troubleshooting bridge call within *** of notification for any Critical Incident. Supplier will provide adequate resources to escalate, complete analysis, and resolve the Incident in conformance with the service level standards in Exhibit 10.
iv. MetroPCS will provide Supplier with *** for the purpose of operational analysis, investigation, TAC, and resolution. Supplier will not *** prior to contacting the MetroPCS national operations center (“NOC”) and receiving approval in advance from authorized personnel. ***.
Helpdesk v. A telephone helpdesk will be provided to users of the Service between the hours of 9:30 am to 12:00 and 14:00 to 17:00, British Local Time, Monday to Friday, excluding all public holidays.
vi. The telephone number to contact is +00 0000 000000. This is the number of the NEODC helpdesk.
vii. Alternatively, users can seek support by email, addressed to the NEODC at xxxxx@xx.xx.xx . Email support requests shall be dealt with during the office hours described above.
viii. Users must have prepared for use of the help desk facility by being able to clearly state the nature of the problem. They will also need to give their name and contact details.
ix. Support will be specific to issues related only to the use and execution of the NEODC SSE services; it will not generally be given in response to general enquiries about SSE, web service standards, general IT, computer operating system, communications, etc.
x. Users will be made aware of the procedures / methods for contacting the service provider via the service description information and the contact details given for NEODC in the “Organisations” section of the SSE portal.
Helpdesk. Customers must contact LightEdge Support to report serv ice trouble or an outage w ith LightEdge Technical Support. LightEdge Technical Support will be av ailable seven (7) day s per week; twenty-four (24) hours per day; three hundred sixty-five days (365) days per y ear. LightEdge Technical Support provides support for LPARs, network monitoring, trouble ticket resolution and fault isolation up to the termination Equipment. LightEdge Technical Support will accept trouble and outage related support calls from any customer representativ e. LightEdge w ill not perform any requested activ ity which may cause Serv ice disruption or perform any changes to Serv ice unless request is initiated by an Authorized Contact. LightEdge reserves the right to delay response on support tickets opened by any one other than the Authorized Contact. Communication between Customer and LightEdge not initiated by Authorized Contact will not be subject to SLA remedies. All communications w ith Customer w ill be in the English language.
Helpdesk. 1. The Client is entitled to consult Xxxxxxx’x helpdesk for questions, support and advice concerning the use of the Digital Product. Keesing will endeavour to offer the Client the requested support or to provide adequate answers to questions regarding the use of the Digital Product.
2. Keesing endeavours that its helpdesk can be reached during regular European office hours.
3. The Client is deemed to have a reasonable basic knowledge regarding the Digital Product. If and in so far as helpdesk service is required due to absence of such basic knowledge, Keesing is entitled to invoice the costs concerned to the Client.
Helpdesk. 2.1 The Provider shall make available to the Customer a helpdesk in accordance with the provisions of this Schedule 2.
2.2 The Customer may use the helpdesk [for the purposes of requesting and, where applicable, receiving the Support Services]; and the Customer must not use the helpdesk for any other purpose.
2.3 The Provider shall ensure that the helpdesk is [accessible by telephone, email and using the Provider's web-based ticketing system].
2.4 The Provider shall ensure that the helpdesk is [operational and adequately staffed] during [Business Hours] during the Term.[ In addition, the Provider shall [provide a special telephone number for the Customer to report critical issues outside of Business Hours].]
2.5 The Customer shall ensure that all requests for Support Services that it may make from time to time shall be made through the helpdesk.
