Incident Resolution Targets. OUTSOURCE TELECOM shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in Clause 7.4.1
Incident Resolution Targets. ES SYSTEMS LTD shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in Clause 7.4.1
Incident Resolution Targets. FCC shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in paragraph 8 below.
Incident Resolution Targets. TALKTECH shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in Clause 8.5.
Incident Resolution Targets. Inspira Technology Group shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in Clause 7.4.1
Incident Resolution Targets. The Help Desk shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in Clause 8.5.1
Incident Resolution Targets. Severity Description Response Resolution Support provided under the Agreement shall include:
(a) Help Desk facilities.
(b) The help desk includes an on-line Support facility: The Customer shall ensure the availability at its expense of compatible Local Equipment including software, hardware, communications infrastructure and provide adequate broadband facilities for on-line problem resolution. AGSL will work with the Customer’s hardware supplier where necessary to ensure that remote support facilities are setup according to requirements. The help desk is strictly not a training facility. Its objective is to troubleshoot and resolve Software Operational Issues. The help desk is not a hardware or Local Equipment IT support facility. AGSL does not support or warrant your Local Equipment, or any other system or service that you subscribe to. Its sole purpose is to support the AGSL Software only. Anything else is strictly the Customer’s responsibility.
(d) Additional Service Levels: additional service levels shall be as follows:
(i) AGSL will maintain a help desk staffed by skilled, trained professionals.
(ii) The help desk is equipped with a purpose designed management system that allows Customer/User calls to be logged, tracked, traced and reported.
(iii) All requests are logged and prioritised, against this priority AGSL will respond to Customer/User requests.
(iv) During “Contracted hours”, AGSL will log all Customer/User calls to the Helpdesk.
(v) “Contracted hours” are Monday to Friday- 8:30am to 4:30pm Monday to Friday UK Time. A restricted service is provided on public holidays. • Answer the support case, received via email: o Update the Case database o Agree case priority o Give the user a case reference if necessary Take action on the case: • Confirm that this is an AGSL problem o Interrogate the Help Desk database o Use reasonable endeavours to resolve problem reported by Customer/a User o Report to Customer if problem cannot be resolved o Pass to a third party if not an AGSL problem o Inform Customer of progress Close the case: • Inform Customer of resolution o Update the Help Desk System Database o Performance Analysis / reporting o Review/Update the Help Desk Database o Review Service Level
(e) Correction of critical errors or assistance to overcome problems. AGSL may, at its sole discretion, correct errors by "patch" or by version update.
(f) Provision of Information on availability of new versions of Licensed Software and Local Equipment.
(g) Pr...
Incident Resolution Targets. 8.4.1 GIACOM shall seek to resolve issues clear Incidents within the relevant care level as described in the CSP and as per the matrix set out in clause 8.5.1.
Incident Resolution Targets. Immervox shall use reasonable endeavours to clear Incidents within the time scales specified within the Incident classification matrix set out in Clause 8.5.1.
Incident Resolution Targets. Severity Description Response Resolution Support provided under the Agreement shall include:
