Common use of Service Desk Clause in Contracts

Service Desk. The supplier must have a service desk throughout the contract period, the service desk must be available: • 24/7 365 Days to log service impact calls • City business hours (Mon – Fri 7am to 5pm, excluding public holidays) for operational requests. The supplier must allow the city to interact with the service desk in which ever means necessary, the city has the right to refuse to interact with automated platforms, in such cases the supplier must provide mutually agreed alternate contact arrangements. The service desk must be operated and managed by the supplier. Should a supplier use a 3rd party infrastructure then the service desk of the supplier will remain the single point of contact for the city. Tenderers are to submit, either with their tender submission (attached to Schedule 15F), or within a specified timeframe after being requested to do so; proof of their service desk, which can be: o Call logging process on official tenderer’s letterhead; or o Call logging process on official tenderer’s brochure Service Providers must notify the City’s TOC in advance of any changes that will occur on the provider’s infrastructure that may impact the City’s services. The service provider will perform no configuration changes that will directly affect the City’s APN service during the City’s change freeze period unless the change is of a critical nature to maintain the availability of the City’s APN service. This freeze period will be provided to the service provider in advance.