24x7 remote technical support Sample Clauses
The 24x7 Remote Technical Support clause establishes that technical assistance will be available to the client at any time, day or night, through remote communication channels. This typically means clients can contact support staff via phone, email, or online chat to resolve issues with software, hardware, or services without waiting for standard business hours. By ensuring continuous access to expert help, this clause minimizes downtime and addresses urgent technical problems promptly, thereby maintaining business continuity and customer satisfaction.
24x7 remote technical support. The service provider shall establish a mechanism to offer remote support services to the systems at all the times. This shall be used to log in calls, complains or quarries and response/action tracker .It shall be designed and implemented in liaison with the client so as to align with existing platform and avoid having multiple platforms from different service providers.
24x7 remote technical support i. The SP shall provide a central contact point whose objective is to support all emerging system issues or faults. The contact point will either be through a telephone system or through an online support mechanism.
ii. This call center will be approached whenever required. The Call Center operates during normal Working hours 8.00 -17.00, however, high Severity level failures (Severity 1-2) will be supported by on-call engineers/technical team, 24 hours a day, 365 days a year
iii. Every call will be recorded and given a unique number to ensure traceability and to maintain a log of activities, including time taken from opening to closure of every request for service, which will be received.
iv. The call details will be assigned to appropriate personnel who will then take initial ownership to rectify the system fault