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.
Appears in 9 contracts
Samples: Framework Agreement, Framework Agreement, Framework Agreement
