Supplier Helpdesk Service Sample Clauses

Supplier Helpdesk Service. The Supplier shall be able to fulfil all Supplier Helpdesk Service requirements. Please refer to Paragraph 4.14
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Supplier Helpdesk Service. 4.14.1. The Supplier shall provide a helpdesk service either directly or via a Sub- Contractor arrangement, to Contracting Authorities which can accommodate both single and multiple Orders, that shall comply with the following: 4.14.1.1. the helpdesk shall operate from 08:00hrs until 18:00hrs (Monday to Friday), (including public and bank holidays). 4.14.1.2. the helpdesk service shall support the Contracting Authorities queries for any orders placed either through the online system or via the order telephone line in accordance with Framework Schedule 2: Part B: Key Performance Indicators. 4.14.1.3. all calls shall be answered in accordance with the Key Performance Indicators set out in Framework Schedule 2: Part B: Key Performance Indicators. 4.14.1.4. all calls shall be charged at no more than a standard call rate (no premium rate telephone numbers). Standard rate in the UK means calls to local and national numbers beginning 01, 02 and 03. Excluded numbers include non-geographic numbers (e.g. 0871) and premium rate services. 4.14.1.5. the Supplier shall ensure that all Supplier (or Sub-Contractor) Personnel appointed to the helpdesk have the relevant skills in customer relations, and have received training to address the requirements of Contracting Authorities with specific needs. 4.14.1.6. the Supplier shall provide an appropriate level of resource throughout the duration of the Framework Agreement in order to consistently deliver a quality service to the Contracting Authorities, ensuring industry standards are adhered to. 4.14.1.7. the Supplier shall ensure that all Supplier (or Sub-Contractor) Personnel appointed to the helpdesk have the appropriate security clearance to work on a Contracting Authorities’ account as detailed in the following link: 4.14.1.8. the Supplier shall provide online operating guidance to Contracting Authorities as well as a generic Frequently Asked Questions/information page to support the completion of Contracting Authorities orders. This information shall be available at the Framework Commencement Date. 4.14.1.9. the Supplier shall provide, operate and maintain a clearly defined process for the management of enquiries and complaints received from the Contracting Authorities in accordance with Framework Agreement - Clause 47 Complaints Handling. 4.14.1.10. the Supplier shall provide technical support to the Contracting Authorities through the Supplier helpdesk when required.
Sample 1

Related to Supplier Helpdesk Service

  • Customer Service A. PRIMARY ACCOUNT REPRESENTATIVE. Supplier will assign an Account Representative to Sourcewell for this Contract and must provide prompt notice to Sourcewell if that person is changed. The Account Representative will be responsible for: • Maintenance and management of this Contract; • Timely response to all Sourcewell and Participating Entity inquiries; and • Business reviews to Sourcewell and Participating Entities, if applicable.

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