Common use of Service Desk Contact Channels Clause in Contracts

Service Desk Contact Channels. The Service Desk service includes: • A single point of contact for the Customer business users. • Managing incident and service request lifecycle in accordance with agreed procedures until closure of ticket. • The communication language is English. • Access to a dedicated support portal to create support tickets and monitor the progress/status of the incident or service request raised. • All incident and service requests will be prioritised by the Customer as detailed by the ticket priority levels (Section B.6 SLA’s). • In case of high priority issues, the Customer may contact the Supplier via telephone first, if required.

Service Desk Contact Channels. The Service Desk service includes: • A single point of contact for the Customer business users. • Managing incident and service request lifecycle in accordance with agreed procedures until closure of ticket. • The communication language is English. • Access to a dedicated support portal to create support tickets and monitor the progress/status of the incident or service request raised. • All incident and service requests will be prioritised by the Customer as detailed by the ticket priority levels (Section B.6 B.5 SLA’s). • In case of high priority issues, the Customer may contact the Supplier via telephone first, if required.