Provision of Service Desk Infrastructure. We shall provide the enabling technology, software system, or other designated support procedures/processes and related third party technologies that will provide back-end ticketing, a customer- facing knowledge base and related support modules, including access to self-help resources and live support via phone, chat, and web-based submissions, where applicable (“Service Desk Infrastructure”) to Authorized Users designated by you who will become familiar with the Service Desk Infrastructure and work with the Blackboard Service Desk on your behalf to provide the Student Support Services (“Authorized Customer Support Users”) to students, faculty or staff members of yours located at or receiving or providing services through your institution (“Authorized Users”).
Provision of Service Desk Infrastructure. Blackboard shall make access to the Service Desk Infrastructure available to Authorized Customer Support Users as outlined in this Schedule. Upon execution of this Schedule, Blackboard shall provide the Authorized Customer Support Users with access to one or more of the Blackboard team members who will be responsible for providing Customer with the Support Services.
