Platform Helpdesk. TCS Platform Helpdesk is the central point of support for Client to track and resolve tickets pertaining to application and infrastructure maintenance and support in the form of incident, query, request or change related to TCS <Platform>. TCS would provide online access to TCS Incident Management system to Client’s <HR> SPOC for raising tickets pertaining to <HR Platform> services. TCS Helpdesk typically performs the following activities: • Record tickets • Notify solution to requestor • Monitor SLAs • Escalate and communicate • Collect metrics and analyze for further improvement TCS would provide helpdesk support to Client as mentioned below: • Support hours - during normal business hours (9:30 AM – 5:30 PM) • Support channels o Ticketing tool Service Plus for logging service request and incidents o Email to the common helpdesk email id o Phone TCS SPOC during the Service Window • Support activities - resolve issues that require in-depth knowledge/understanding of the system or special privileges, data access and provide workarounds for emergency fixes While Help desk will be available as specified above, TCS would have the following mechanism in place for non- business hour support:- • 24x7 monitoring to ensure production application availability • Direct call in number for Client SPOCs to report any severity 1 issue such as Production down for immediate attention and resolution • Reasonable extended hours of support on a need basis during critical business process cycles like • performance management cycle
Platform Helpdesk. TCS Platform Helpdesk is the central point of support for Client to track and resolve tickets pertaining to application and infrastructure maintenance and support in the form of incident, query, request or change related to TCS <Platform>. TCS would provide online access to TCS Incident Management system (ServicePlus) to Client’s < > SPOC for raising tickets pertaining to <TCS Application System> services. TCS Helpdesk typically performs the following activities: • Record tickets • Assign ticket to appropriate support level • Notify solution to requestor • Monitor SLAs • Escalate and communicate • Collect metrics and analyze for further improvement Client SPoCs will be expected to: -
