Common use of Helpdesk Infrastructure Clause in Contracts

Helpdesk Infrastructure. This task will provide a central EGI Helpdesk available to all NGIs and related support projects. NGIs will integrate their own national helpdesk into EGIs through an agreed interface or use the EGI Helpdesk remotely. Standard procedures for handling tickets, passing them between helpdesks, escalating them will be established based on the experiences from previous projects.