Service Desk Support definition

Service Desk Support means the service provided by EPX in Clause 2.2
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Service Desk Support. As part of the CDH Managed Service, Customer can contact the service desk for support by email and phone. Support request can range from general question regarding Customer´s specific set-up to notifying UNISERV of an Incident that requires resolving.
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Service Desk Support. The Offeror’s detailed approach to providing queue oversight and oversight of individual agent performance to ensure calls/emails/chats meet AQLs listed in the Statement of Objectives. The approach shall include, at minimum: Approach to monitoring dedicated queues and assignment of tickets to appropriate resources for troubleshooting and ticket resolution, while maintaining established AQLs. Approach to assigning tickets which are out of scope to Service Desk/Other Teams. Approach to ensuring associated tickets are related to the parent ticket and proper follow-up is performed once incident is resolved. Security Patching: Security patches are released each week with a regular 21 day timeline as mandated by US Cyber Command. Proven ability to apply security patches in a timely manner in accordance with the Information Assurance Vulnerability Management (IAVM) process; the Offeror’s demonstrated approach to test & deploy patches to meet or exceed the timeframe shall include, at minimum: Method for deploying patches on 95% of the endpoints in the global service for across 22 agencies both for NIPR and SIPR; action plan for the application of patches/quality of life improvements, which may require an Authorized Service Interruption (ASI) to be requested. Approach for ensuring Government mandated cybersecurity scanning and intrusion detection capabilities (i.e. Ensure Assured Compliance Assessment Solution (ACAS) and Host Based Security System (HBSS)) updates are completed maintaining compliance and Command Cyber Readiness Inspection (CCRI) grade of 3.0 or less is met. Rollback capability in the event that patches fail to be applied, or in the event that said patch causes service instability/interruptions.
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Examples of Service Desk Support in a sentence

  • Service Desk Support may be offered if further maintenance work is required.

Related to Service Desk Support

  • Child support services means any civil, criminal or administrative action taken by the Division of

  • Service Description means pre-defined descriptions of services found at http://www.sap.com/servicedescriptions current as of the effective date of the Order Form which in conjunction with a Scope Document (if any) defines the Services to be provided and becomes part of the Order Form.

  • Integrated Services Digital Network (ISDN means a switched network service that provides end-to-end digital connectivity for the simultaneous transmission of voice and data. Basic Rate Interface-ISDN (BRI-ISDN) provides for a digital transmission of two (2) 64 Kbps bearer channels and one (1) 16 Kbps data channel (2B+D).

  • Support Services means support in relation to the use of, and the identification and resolution of errors in, the Hosted Services, but shall not include the provision of training services;

  • Technical Support means the technical assistance for attempting resolution of a reported Case through error correction, patches, hot fixes, workarounds, replacement deliveries, or any other type of Product corrections or modifications.

  • Service Level Agreement or SLA means the processes, deliverables, key performance indicators and performance standards relating to the Services to be provided by the Service Provider;