SERVICE SUPPORT STRUCTURE Clause Samples

SERVICE SUPPORT STRUCTURE. The contractor during the agreed service time will provide a support structure to ensure that the technical and application expertise resources required to provide the service are available and that have a sufficient competency in the English and French languages to communicate with OSGES including their contact data (email, telephone). The OSGES will ensure that all Key Users are familiar with the support process including ticket creation and processing via the contractor Service desk. This includes in particular: • Appointing a Service Delivery Manager (SDM) • Establishing a ticketing, monitoring, and reporting system for the European Schools Before the contract starts, the European Schools will name a key contact person that will act as the counterpart for the contractor’s SDM. This key contact person has to be knowledgeable about the objective of this contract and this key contact person has to be equipped with the necessary competencies and authorizations to make necessary decisions on behalf of the European Schools. Under this contract, an error or request will be processed after a ticket has been issued to contractor detailing the fault/ request. The OSGES must open the Ticket as described in Annex C: Change Requests. If during the provision of the agreed services changes are identified that in the OSGES’s or the contractor’s view affect the scope (by material reduction or excess), content, methods, or schedule, they must be agreed by written amendment or supplement to the contract.