Helpdesk Support. 4.2.1 The Supplier shall provide as a minimum, a helpdesk support Service during core operational hours between the hours of 09:00 to 17:00, Monday to Friday, excluding UK Bank Holidays, unless otherwise specified by Contracting Authorities.
Helpdesk Support. 12.1.1 Mass will provide the Client with telephone and online access to Technical Support facilities, subject to the terms of this agreement.
Helpdesk Support. 3.10 The SEBC helpdesk shall handle all ICT calls for SEBC and SCC users in accordance with the Service Management Model for ICT Support at Haverhill Council Offices, Bury St Edmunds detailed in Schedule 1 to this Service Level Agreement.
Helpdesk Support. 39.1 You will have access to helpdesk system to log support tickets. The contact address is xxxxxxx@xxxxxxxx.xxx. Response Time Resolution Time Critical 24hrs 48hrs Serious 1 weekday 4 weekdays Low 2.5 weekdays 14 weekdays Critical: Service interruption (over 2 hours); the Platform is unusable; the Services are so unstable that normal operations cannot be conducted. If the interruption concerns numerous users, an interruption is classified as critical. Serious: Interruption disturbs significantly the usability of the Service; Platform is repeatedly unstable or do not answer normally to requests. Low: Interruption is stochastic and does not substantially impede use; interruption concerns rarely used special services and/or a work around is available.
Helpdesk Support. 4.2.1. The nominated helpdesk shall cover all aspects of Contracting Authorities’ requirements in relation to both Managed Print and Content Management Services.
Helpdesk Support. CMTand its service agents may, at its own discretion, use the following methods to provide the above support where it is required outside of a scheduled onsite visit.
Helpdesk Support. Providing access to a helpdesk service to facilitate the submission and management of support tickets.
Helpdesk Support. The Licensee can telephone, fax or e-mail the Licensor's Helpdesk, which is available 0900 to 1700 Monday to Thursday and 0900 to 1630 on Friday, excluding Public Holidays and the Christmas period. The Licensors Helpdesk aims to respond to all calls, faxes and e-mails within one hour, and will respond to all communications within one business day.
Helpdesk Support. The Supplier and its service agents may, at its own discretion, use the following methods to provide the above support where it is required outside of a scheduled onsite visit:-
Helpdesk Support. Where a Member wants support for a specific enquiry that has not been answered through the Website Support, they will be able to contact a dedicated public sector helpdesk. In addition to written contact (e.g. by email or web forms), the helpdesk will be open on Working Days to receive telephone calls between 08.30 and 17.30. The helpdesk will endeavour to provide a response to that enquiry to the Member’s satisfaction, using Ordnance Survey’s knowledge base. If the helpdesk is unable to resolve that issue, where appropriate, it will be escalated to an appropriate second level of support, which may include any of Ordnance Survey’s business areas. All enquiries will be managed in accordance with the service levels at Part 5 of this Schedule 1. As necessary, the helpdesk will also facilitate requests for meetings with Tier 1 Members by Ordnance Survey’s Relationship Managers and Technical Support operatives. Measuring Member satisfaction will be managed through Ordnance Survey’s internal quality assurance processes, as supported by direct feedback from Members and customer surveys. Any resultant action plans will be incorporated into the Quarterly Report.
