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
Appears in 4 contracts
Sources: Service Level Agreement, Service Level Agreement, Service Level Agreement
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 1-1- 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
Appears in 1 contract
Sources: Service Level Agreement