Common use of Service Helpdesk Clause in Contracts

Service Helpdesk. Role The Contractor shall provide a Service Helpdesk which will be the first point of contact for all Customer enquiries and supply/service related issues. Hours of Cover The period for which the Support service is available is between the hours of 09:00 to 17:00 Monday to Friday, excluding all United Kingdom Public Holidays. The Working Hours, upon which response and resolution times are calculated, will be 09:00 to 17:00 Monday to Friday, excluding all United Kingdom Public Holidays. Contacting the Service Helpdesk and Call Logging Calls may be placed by email or telephone. In either case processing of the call will only take place between the hours of 09:00 and 17:00 Monday to Friday, excluding all United Kingdom public holidays. The Customer call logging procedure shall achieve the following functions: Provide a standard call logging procedure for the service provided. Minimise the risk of calls being unanswered or missed. Achieve customer satisfaction. The Service Helpdesk can be contacted: by Telephone: [telephone number] by E-mail: xxxxxxxxxxxxxxx@xxxxxxx.xx.xx Availability The Service Helpdesk will be available for 100% of the working hours as detailed in 2.2 above. Response and Delivery Times Requirement Response Respond to all Customer enquiries and supply/service related issues. 90% of calls answered by a customer services assistant within 4 rings. 95% of calls answered by a customer services assistant within 7 rings. 99% of calls answered by a customer services assistant within 10 rings. Provide quotations to Customers for simple product related enquiries (Requested by Telephone or e-mail): 95% within 4 working hours 99% within 1 working day Provide quotations to Customers for complex enquiries (Requested by Telephone or e-mail): 95% within 1 working week 99% within 2 working weeks Delivery schedules for both simple and complex orders. 95% of orders delivered within agreed delivery lead time. Orders not delivered within agreed delivery lead time. 99% of orders delivered within revised agreed delivery lead time. Response and Delivery times are measured from the call log time. The Contractor shall notify the Customer immediately (by telephone or e-mail as appropriate) it becomes aware that a delivery cannot be made within the agreed lead time(s) and revised lead time(s) agreed with the Customer. In the event that a revised delivery lead time is not acceptable to the Customer, the Customer shall have the right to cancel the order without incurring any costs and without prejudice to any other rights or remedies available under this agreement. A working day is defined as the period between the time at which a call was received and the same time on the next working day. (i.e. weekends and public holidays are not classified as working days).

Service Helpdesk. Role The Contractor shall provide a Service Helpdesk which will be the first point of contact for all Customer enquiries and supply/service related issues. Hours of Cover The period for which the Support service is available is between the hours of 09:00 to 17:00 Monday to Friday, excluding all United Kingdom Public Holidays. The Working Hours, upon which response and resolution times are calculated, will be 09:00 to 17:00 Monday to Friday, excluding all United Kingdom Public Holidays. Contacting the Service Helpdesk and Call Logging Calls may be placed by email or telephone. In either case processing of the call will only take place between the hours of 09:00 and 17:00 Monday to Friday, excluding all United Kingdom public holidays. The Customer call logging procedure shall achieve the following functions: Provide a standard call logging procedure for the service provided. Minimise the risk of calls being unanswered or missed. Achieve customer satisfaction. The Service Helpdesk can be contacted: by Telephone: [telephone number] 0000 000 0000 by E-mail: xxxxxxxxxxxxxxx@xxxxxxx.xx.xx xxxxxxxxx@xxxxxxxxxxxxxx.xxx Availability The Service Helpdesk will be available for 100% of the working hours as detailed in 2.2 above. Response and Delivery Times Requirement Response Respond to all Customer enquiries and supply/service related issues. 90% of calls answered by a customer services assistant within 4 rings. 95% of calls answered by a customer services assistant within 7 rings. 99% of calls answered by a customer services assistant within 10 rings. Provide quotations to Customers for simple product related enquiries (Requested by Telephone or e-mail): 95% within 4 working hours 99% within 1 working day Provide quotations to Customers for complex enquiries (Requested by Telephone or e-mail): 95% within 1 working week 99% within 2 working weeks Delivery schedules for both simple and complex orders. 95% of orders delivered within agreed delivery lead time. Orders not delivered within agreed delivery lead time. 99% of orders delivered within revised agreed delivery lead time. Response and Delivery times are measured from the call log time. The Contractor shall notify the Customer immediately (by telephone or e-mail as appropriate) it becomes aware that a delivery cannot be made within the agreed lead time(s) and revised lead time(s) agreed with the Customer. In the event that a revised delivery lead time is not acceptable to the Customer, the Customer shall have the right to cancel the order without incurring any costs and without prejudice to any other rights or remedies available under this agreement. A working day is defined as the period between the time at which a call was received and the same time on the next working day. (i.e. weekends and public holidays are not classified as working days).