Central Help Desk Sample Clauses

Central Help Desk. In addition to implementing the Web site, we will provide telephone support to our registrars through our central Help Desk. Access to the help desk telephone support is through an automatic call distributor that routes each call to the next available customer support specialist. We will authenticate callers by using caller ID and by requesting a pre-established pass phrase that is different for each registrar. Requests for assistance may also come to the Help Desk via email, either directly or via the secure Web site. The Help Desk's three tiers of support are: Tier-1 Support. Telephone support to registrars who normally are calling for help with customer domain-name problems and such other issues such as EPP implementation or billing and collection. Problems that can't be resolved at Tier 1 are escalated to Tier 2. Tier-2 Support. Support provided by members of the technical support team, who are functional experts in all aspects of domain-name registration. In addition to resolving escalated Tier 1 problems with EPP implementation and billing and collection, Tier 2 staff provides technical support in system tuning and workload processing. Tier 3 Support. Complex problem resolution provided by on-site maintenance technicians, third party systems and software experts, and vendors, depending on the nature of the problem. In turn, the Help Desk uses an automated software package to collect call statistics and record service requests and trouble tickets in a help desk database. The help desk database documents the status of requests and tickets, and notifies the Help Desk when an SLA threshold is close to being breached. Each customer-support and technical support specialist uses our problem management process to respond to trouble tickets with a troubleshooting, diagnosis, and resolution procedure and a root-cause analysis.
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Central Help Desk. Registry Operator shall provide non-technical telephone support to registrars through a central phone number listed on its website. Registry Operator, via the Registry Service Provider, shall provide technical telephone support only to registrars through a central help desk phone number. Registry Operator, via the Registry Service Provider, shall provide access to the technical help desk telephone support through an automatic call distributor which routes each call to the next available technical customer support specialist. Registry Operator, via Registry Service Provider, will authenticate callers by using caller ID and by requesting a pre-established registrar pass phrase that is unique for each registrar. Alternatively, registrars may request technical support assistance by emailing the Registry Operator, via the Registrar Service’s Provider’s help desk email, either directly or via a secure Website. The Registry Operator, via the Registry Service Provider, shall provide Registrar with support on a 7-day/24-hourx365 basis. The three tiers of support are: Tier-1 Support. The Registry Operator shall handle and resolve all non-technical issues such as billing, collection and general inquires without escalation. Registry Operator, via Registry Service Provider, will provide telephone support to registrars who are calling for help or support with technical only domain-name problems such as EPP implementation. Technical only problems that can't be resolved at Tier 1 are escalated to Tier 2. Tier-2 Support. Registry Operator, via Registry Service Provider, shall provide registrars with support by members of the Registry Service Provider’s technical support team, who are functional experts in all aspects of domain-name registration. In addition to resolving technical only escalated Tier 1 problems with EPP implementation, Tier 2 Registry Service Provider staff shall provide technical support in system tuning and workload processing. Technical only problems that can’t be resolved at Tier 2 are escalated to Tier 3. Tier 3 Support. Registry Operator, via Registry Service Provider, shall provide complex technical problem resolution which shall be provided by Registry Service Provider’s maintenance technicians, third party systems and software experts, and vendors, depending on the nature of the problem. The Registry Operator, via the Registry Service Provider’s help desk, shall use an automated software package to collect call statistics and record service request...
Sample 1Sample 2
Central Help Desk. In addition to implementing the website, NeuStar will provide telephone support to registrars through a central Help Desk. Access to the help desk telephone support is through an automatic call distributor that routes each call to the next available customer support specialist. NeuStar will authenticate callers by requesting a pre-established pass phrase that is different for each registrar. Requests for assistance may also come to the Help Desk via email, either directly or via the secure website. The Help Desk's three tiers of support are: Tier-1 Support. Telephone support to registrars who normally are calling for help with customer domain-name problems and such other issues such as EPP implementation or billing and collection. Problems that can't be resolved at Tier 1 are escalated to Tier 2. Tier-2 Support. Support provided by members of the technical support team, who are functional experts in all aspects of domain-name registration. In addition to resolving escalated Tier 1 problems with EPP implementation and billing and collection, Tier 2 staff provides technical support in system tuning and workload processing. Tier 3 Support. Complex problem resolution provided by technicians, third party systems and software experts, and vendors, depending on the nature of the problem. In turn, the Help Desk uses an automated software package to collect call statistics and record service requests and trouble tickets in a help desk database. The help desk database documents the status of requests and tickets. Each customer-support and technical support specialist uses this problem management process to respond to trouble tickets with a troubleshooting, diagnosis, and resolution procedure and a root-cause analysis.
Sample 1

Related to Central Help Desk

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