Helpdesk Support. The Customer can telephone or e-mail Snap Surveys’ Helpdesk, which is available 0900 to 1700 Monday to Thursday and 0900 to 1630 on Friday, excluding public holidays and the Christmas period. Snap Surveys’ Helpdesk will respond to all communications within two business days.
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. 39.1 You will have access to helpdesk system to log support tickets. The contact address is xxxxxxx@xxxxxxxx.xxx. Response Time Resolution Time 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 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.
4.2.2 The Supplier shall log and record all calls, at no additional cost to Contracting Authorities.
4.2.3 The Supplier shall provide extended service hours outside of the normal business hours as specified in paragraph 4.2.1 (i.e. weekends, UK Bank Holidays and/or out of hours), when requested by Contracting Authorities. Any extended service hour requirement charges will be chargeable to Contracting Authorities and agreed at the Call Off Stage.
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.
4.2.2. The Supplier shall provide as a minimum, maintenance and helpdesk / support during core operational hours between the hours of 09:00 to 17:00 hrs Monday to Friday, excluding UK Bank Holidays.
4.2.3. The Supplier shall provide the following facilities as a minimum, unless otherwise specified by and at no additional cost to Contracting Authorities: log support calls with a helpdesk by email or by phone. log calls through automated alerts direct from each networked digital Device, where this is specifically authorised and facilitated by Contracting Authorities. receive telephone support for all Equipment, including Software. receive remote support via the network where this is specified, authorised and facilitated by Contracting Authorities. provide specialist I.T. telephone, remote access and field support where requested by Contracting Authorities. progress reports on service calls / problem fixes to Contracting Authorities via the Supplier’s helpdesk.
4.2.4. The Supplier shall provide extended service hours outside of the core operational hours (i.e. weekends, UK Bank Holidays and/or out of hours), when requested by Contracting Authorities. These extended Services will be chargeable to Contracting Authorities and will be agreed at the Call Off stage.
4.2.5. The Supplier shall provide Contracting Authorities with a single point of contact for this Service, including a unique free phone number which must be accessible from UK Landlines, mobile telephones and overseas via a UK dialling code
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.
A. Discussion and advice via email, telephone or fax.
B. Remote access to the network where access is made available by modem, Internet or Virtual Private Network.
C. Onsite visit by an Engineer.
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 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. 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:-
A. Discussion and advice via email, telephone or fax
B. Remote access to the network where access is made available by modem, Internet or Virtual Private Network C. Onsite visit by an Engineer
