Service Desk Services Sample Clauses

Service Desk Services. Supplier shall provide Service Desk Services, as detailed in this Schedule. The Service Desk is a primary entry point for Incidents, inquiries, requests from Authorized Users related to the Services. The Service Desk will handle the requests and route to the appropriate resolution teams. Severity 1 Incidents that are critical (as defined in the Policy and Procedures Manual) will be passed directly from the Supplier’s Level 1 support personnel to the Supplier’s escalation and notification team designee who will escalate to the appropriate resolver group (which could be Xxxxx 0, Xxxxx 0, include CoreLogic Application support team members, or other subject matter expert group) or invoke the Service Restoration process to minimize the Restoration time.
Sample 1
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Service Desk Services. Contractor shall facilitate contacts for authorized users for both inbound and outbound support (e.g. contacts to other levels of support, vendors and support groups). Authorized users can call the Service Desk for all Integrated Services.
Sample 1
Service Desk Services. Contractor and Client shall perform those services, functions and responsibilities identified as their respective responsibilities in the following matrix with respect to the provision, staffing, operation, administration and management of the Service Desk in support of the HSEP Managed Applications.
Sample 1
Service Desk Services. Effective as of January 1, 2009, Supplier shall terminate and discontinue all Services provided in connection with the Service Desk including the Services described in Schedule A to the IT SOW.
Sample 1
Service Desk Services. The Contractor shall facilitate contacts for authorized users for both inbound and outbound support (e.g. contacts to other levels of support, vendors, and support groups). Authorized users can call the Service Desk for all Integrated Services. The Contractor shall manage all contacts from authorized users relating to the Integrated Services, including, but not limited to, the following:  Log all relevant details, within an Incident or Service Request, in the appropriate Service Management System (SMS)  Assign categorization, severity, and prioritization, as documented in the SMM.  Provide first-line investigation and triage in an attempt to resolve Customer issues  Provide routing of Incidents to appropriate resolver groups in a timely fashion  Escalate Incidents and Service Requests that are not resolved within the agreed upon Service Level  Communicate with authorized users by keeping them informed of Incident and Service Request creation, suspension, tasks requiring their action, resolution, and closure  Ensure resolution of all tickets (e.g. Resolved Incidents, Completed or Cancelled Service Requests) from contacts in accordance with the SMM  At resolution, ensure all relevant details are documented within the SMS ticket (e.g. the resolution, resolution method, user acceptance)  Retain overall responsibility and ownership of all Incidents and Service Requests from the time the ticket is created until they are closed or cancelled  Ensure that the Service Desk is available at all times (i.e. 24x7x365).  Support the use of multiple methods of contact for authorized users, including at a minimum phone calls, email, chat, and web entry, as well as other methods as approved by the Government  Ensure that each work shift has a turnover process to update the next work shift regarding status of key incidents, incident hand-offs and general knowledge transfer to ensure that Customer problems are resolved in a timely manner  Promote efficient use of Service Desk resources through Continual Improvement (e.g. enhancements of Customer Portal, increased self-help functionality)  Provide processes and controls to enable entitlement and identification of authorized users, as approved by Government  Provide processes to support the use of Customer provided Service Desk attendant scripts that include Customer specific scripts as required, for supporting Incidents and Service Requests related to the Integrated Services (e.g. Customers specific Applications...
Sample 1
Service Desk Services 
Sample 1

Related to Service Desk Services

  • Hosting Services 13.1 If Supplier or its subcontractor, affiliate or any other person or entity providing products or services under the Contract Hosts Customer Data in connection with an Acquisition, the provisions of Appendix 1, attached hereto and incorporated herein, apply to such Acquisition. 13.2 If the Hosting of Customer Data by Supplier or its subcontractor, affiliate or any other person or entity providing products or services under the Contract contributes to or directly causes a Data Breach, Supplier shall be responsible for the obligations set forth in Appendix 1 related to breach reporting requirements and associated costs. Likewise if such Hosting contributes to or directly causes a Security Incident, Supplier shall be responsible for the obligations set forth in Appendix 1, as applicable. 14 Change Management

  • Network Services Local Access Services In lieu of any other rates and discounts, Customer will pay fixed monthly recurring local loop charges ranging from $1,200 to $2,000 for TDM-based DS-3 Network Services Local Access Services at 2 CLLI codes mutually agreed upon by Customer and Company.

  • Support Services Rehabilitation, counselling and EAP’s. Support is strictly non- punitive, and can be accessed at anytime (self-identification of the need for help is strongly encouraged).

  • Web Services Our Web Services are designed to enable you to easily establish a presence on the Internet. Our Web Hosting and Design is composed of our Web Hosting and Design Publishing Component and other miscellaneous components. These components may be used independently or in conjunction with each other.

  • Customer Services Customer Relationship Management (CRM): All aspects of the CRM process, including planning, scheduling, and control activities involved with service delivery. The service components facilitate agencies’ requirements for managing and coordinating customer interactions across multiple communication channels and business lines. Customer Preferences: Customizing customer preferences relative to interface requirements and information delivery mechanisms (e.g., personalization, subscriptions, alerts and notifications).

  • Voice Services In lieu of any other rates and discounts, Customer will pay fixed per-minute rates ranging from $0.000 to $0.000 for the following Voice Services: Domestic Voice Service: Domestic Outbound Voice Service, including Calling Card and Domestic Inbound Voice Service based on origination and termination type. Data Services:

  • Online Services Microsoft warrants that each Online Service will perform in accordance with the applicable SLA during Customer’s use. Customer’s remedies for breach of this warranty are described in the SLA.

  • Cloud Services You will not intentionally (a) interfere with other customers’ access to, or use of, the Cloud Service, or with its security; (b) facilitate the attack or disruption of the Cloud Service, including a denial of service attack, unauthorized access, penetration testing, crawling, or distribution of malware (including viruses, trojan horses, worms, time bombs, spyware, adware, and cancelbots); (c) cause an unusual spike or increase in Your use of the Cloud Service that negatively impacts the Cloud Service’s operation; or (d) submit any information that is not contemplated in the applicable Documentation.

  • Extra Services District-authorized services outside of the scope in Exhibit “A” or District-authorized reimbursables not included in Architect’s Fee.

  • Autism Services This plan covers the following services for the treatment of autism spectrum disorders. • Applied behavior analysis when provided and/or supervised by an individual licensed by the state in which the service is rendered. See the Summary of Medical Benefits for the amount that you pay. • Physical therapy, occupational therapy, and speech therapy services when rendered as part of the treatment of autism spectrum disorder. A benefit limit will not apply to these services. • Psychological and psychiatric services, and prescription drugs are also covered. See Behavioral Health Services and Prescription Drugs and Diabetic Equipment or Supplies for additional information. Coverage for autism spectrum disorders does not affect any obligation of a school district, a state or other governmental entity to provide services to an individual under an individualized family service plan, an individualized education program, or similar services required under state or federal law. Services related to autism that are furnished by school personnel are not covered under this plan.

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