Service Helpdesk Clause Samples
The Service Helpdesk clause establishes the requirement for a dedicated support channel to assist users with issues or questions related to the provided services. Typically, this clause outlines the methods of contact (such as phone, email, or online portal), the hours of operation, and the expected response or resolution times for reported problems. Its core practical function is to ensure that users have reliable access to assistance, thereby improving service quality and addressing problems efficiently as they arise.
Service Helpdesk. Role Hours of Cover Contacting the Service Helpdesk and Call Logging The Service Helpdesk can be contacted: Availability
Service Helpdesk i. Role
1. The Supplier shall provide a service helpdesk which will be the first point of contact for all Customer enquiries and service delivery related issues.
2. The service helpdesk shall be manned by suitably experienced individuals who are familiar with the Contract (and should not simply be an answering service).
Service Helpdesk. The Supplier shall provide a service helpdesk which will be the first point of contact for all Authority enquiries and service delivery related issues. The service helpdesk shall be staffed by suitably experienced individuals who are familiar with the specified Services. Hours of Service Cover Cover required Monday – Friday 09.00 – 17.30 Weekends and Public Holidays 09.00 – 17.30 Out of Hours 17.30 – 09.00 Contract Charges payable by the Authority (including any applicable discount but excluding VAT) Contract Charges payable by the Authority (excluding VAT) shall be per the Rate Card as set out in Appendix A Pension will be charged and paid at 3%. Payment profile and method of payment As set out by the Authority in the attached Addendums Invoicing and Payment The Supplier shall issue invoices monthly in arrears. The Authority shall pay the Supplier within thirty (30) calendar days of receipt of a Valid Invoice, submitted in accordance with the provisions of the Framework Agreement and this Call-off Contract.
Service Helpdesk. The Supplier shall provide a service helpdesk which will be the first point of contact for all Authority enquiries and service delivery related issues. The service helpdesk shall be staffed by suitably experienced individuals who are familiar with the specified Services. Hours of Service Cover Cover required Monday – Friday [insert hours of cover required- typical would be] 09.00 – 17.30 Weekends and Public Holidays 09.00 – 17.30 Out of Hours 17.30 – 09.00