Maintenance and Support - Elements Clause Samples

Maintenance and Support - Elements. 3.1 In relation to this Service, CONTRACTOR will provide to CITY maintenance and support services, comprising the following elements: 3.1.1 Level 1 Support – Service support through the SITA Service Desk, which provides: (a) Incident management and Incident resolution; (b) event management; (c) escalation management; (d) Problem Management; (e) Change management; and (f) IMACD management. 3.1.2 Level 2 Support – Service support through the SITA Remote Management Centre. 3.1.3 Level 3 Support – Service support through the SITA Development and Certification team. 3.1.4 CITY’s Onsite Resolver Group will be provided formal SITA training to enable them to accept, investigate and resolve local hardware faults 3.1.5 After referral from either CONTRACTOR or CITY’s Service Desk, CITY’s Onsite Resolver Group will provide local L1 Support. (a) all services for the initial diagnosis and attempt at System or System component restoration, to be provided onsite for End Users (e.g. airline agents). (b) If additional support is required, CITY’s Onsite Resolver Group will escalate the Incident to SITA Service Desk who will assign CONTRACTOR remote teams as necessary.