Common use of Service Support Clause in Contracts

Service Support. Hours Service engineers must be fully trained and qualified by the manufacturer to service Equipment. Service request logs should be placed with the helpdesk by email, telephone or fax. Engineer Maintenance Support – Engineer support will be provided as a minimum of 7 working hours between the normal service hours listed: Engineers Support Monday - Friday Standard 09:00 – 17:00 Telephone Support – Telephone support will be provided as a minimum between the normal office hours listed: Telephone Support Monday - Friday Standard 09:00 – 17:00 Customer Complaints Process Any complaints raised will be managed in accordance with this complaints procedure. This process ensures that all complaints are dealt with in a professional manner, and to the satisfaction of the Customer. All complaints received will be dealt with in accordance with the Contractor’s standard complaints procedures. This is conditional upon ESPO agreeing with the contractor the complaints procedure prior to contract award. Customer Responsibilities Customers can register the complaint in various ways: Telephone, write or e-mail any of the Contractor’s representatives specified in 4.2 below.