Call Management Process Clause Samples

Call Management Process. (THE WINNING PARTICIPANT) shall set up within its organization a unit in charge of recording and tracking all problem reports, inquiries, or other types of calls received from the PIACL.

Call Management Process. Ironscales' problem-ticket system will be used by all support team levels (where approval and technical access has been granted) to record and track all problem reports, inquiries, or other types of calls received by support. Support Requests are taken by Ironscales' Help Desk as follows: Help Desks Hours Phone Contact Standard Coverage 2:00 a.m. – 5:00 p.m. Monday - Friday 2:00 a.m. – 11:00 a.m. Sunday US +▇▇▇-▇▇▇▇-▇▇▇▇ UK +▇▇-▇▇-▇▇▇▇-▇▇▇▇ IL +▇▇▇-▇▇-▇▇▇-▇▇▇▇ Support email ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇.▇▇▇

Call Management Process. IRONSCALES’ problem-ticket system will be used by all support team levels (where approval and technical access has been granted) to record and track all problem reports, inquiries, or other types of calls received by support. Support Requests are taken by IRONSCALES’ Help Desk as follows: Standard Coverage 2:00 a.m. – 5:00 p.m. Monday - Friday US +▇▇▇-▇▇▇▇-▇▇▇▇ ▇▇▇▇▇▇▇@▇▇▇▇▇▇▇▇▇▇.▇▇▇ 2:00 a.m. – 11:00 a.m. Sunday UK +▇▇-▇▇-▇▇▇▇-▇▇▇▇ IL +▇▇▇-▇▇-▇▇▇-▇▇▇▇ Off-hours coverage 24x7x365, outside of standard coverage US +▇▇▇-▇▇▇▇-▇▇▇▇ (service outage only) described above UK +▇▇-▇▇-▇▇▇▇-▇▇▇▇ IL +▇▇▇-▇▇-▇▇▇-▇▇▇▇

Call Management Process. End users at Provider locations shall report issues to a Local Support Representative (“LSR”) at their location, who shall identify the type of issue and its priority. LSRs shall resolve Level 1 and Level 2 issues, and submit ▇▇▇▇▇ ▇ requests to EOEA Customer Support, as those levels of issues are defined in Section 4.2. If EOEA cannot resolve the issue it will them be submitted to Harmony Customer Support via the agreed-upon protocols developed by both parties. Issues will be prioritized according to the matrix in Section 4.4. End Users at EOEA shall submit issues to the ▇▇▇▇ Operations Team, who shall identify the type of issue and its priority. The ▇▇▇▇ Operations Team shall resolve Level 1 and Level 2 issues, and submit ▇▇▇▇▇ ▇ requests to Harmony Customer Support, as those levels of issues are defined in Section 4.2. Issues shall be prioritized according to the matrix in Section 4.4. Exhibit C: ▇▇▇▇ Service Level Agreement ▇▇▇▇ Agreement and Statement of Work March 23, 2017 Upon receipt of a Level 3 request, Harmony shall enter the issue into its issue tracking system, providing initial response to the requestor within the timeframe defined in Section 4.4 for that severity level. A copy of the response describing the issue, a description, its priority, estimated time to resolve, the requestor, and requestor organization shall be transmitted to the ▇▇▇▇ Operations Team via a support ticket. The following services are provided in response to the transfer of trouble tickets for Level 3 support from EOHHS and its providers to Harmony:

Call Management Process. The Technical Support Team problem ticket system will be used by all support team levels (where approval and technical access has been granted) to record and track all problem reports, inquiries or other types of calls received for support. This provides the Technical Support Team with the ability to provide metrics with regard to this SLA.

Call Management Process. ▇▇▇▇▇▇’▇ case management system (HelpStar) will be used by all support team levels to record and track all problem reports, inquires, or other types of calls received by support staff. This provides ▇▇▇ Energy with the ability to provide metrics with regard to this SLA. A special project que to track each ▇▇▇ Energy support request has been created in ▇▇▇▇▇▇’▇ case management system. Billing for services provided under this agreement will be accomplished through direct billing to ▇▇▇ Energy under the terms and conditions of the appropriate Purchase Order raised for these services or unless otherwise stated in the specific Application Detail in Appendix B. The specific billing amount for direct support on a Time and material basis is itemized in Appendix B. Once support obligations are fulfilled, they become non-negotiable but steps can be taken to adjust work to be completed on upcoming project tasks. Service Level Agreement Level Three Application Support For Support Services in 2007 Version 1.0 This support SLA does not include funding for services not covered under this agreement.

Call Management Process. MCCi’s ticket tracking system will be used to record all problem reports, inquires, or other types of calls received by Level 3 support. Standard reports are available upon request. These reports are expected to be produced by MCCi’s ticket tracking system, which will detail ticket management performance against SLA targets. Metrics only include the support requests that are transferred to MCCi for resolution. The metrics will be reported via existing standard ticket tracking system reports available.