Common use of Customer Relationship Management Clause in Contracts

Customer Relationship Management. regular meetings will be established with each customer department by WashU IT’s Customer Relationship Management (CRM) team. These regular meetings will address quality of services provided, identify new customer projects/initiatives requiring WashU IT services and inform customers of any planned changes to existing IT services. Reports from these meetings are reviewed by WashU IT leadership on a regular basis to ensure customer satisfaction is met and to identify customer needs that should be addressed via new technology services or enhancement of existing services. Support Hours and Initial Response Times‌ WashU IT has established the following general support hours and initial response times to meet customer support and service request needs. Note that CRITICAL support and service requests are defined as technology issues affecting the customer’s ability to perform urgent university business without an acceptable technology workaround in place. Standard Business Hours: 7 am – 5:30 pm (M – F) during regular campus business days Initial Response Times: ANY support or service request will be responded to within the following times. Calls to 933-3333 - 80% answered in 20 seconds or less Emails sent to xxxxxx@xxxxx.xxx will be responded to as outlined in the “Support Request Resolution Targets” section below. Web Requests made via the ServiceNow “report an issue” form will be responded to as outlined in the “Support Request Resolution Targets” section below.

Customer Relationship Management. regular meetings will be established with each customer department by WashU IT’s Customer Relationship Management (CRM) team. These regular meetings will address quality of services provided, identify new customer projects/initiatives requiring WashU IT services and inform customers of any planned changes to existing IT services. Reports from these meetings are reviewed by WashU IT leadership on a regular basis to ensure customer satisfaction is met and to identify customer needs that should be addressed via new technology services or enhancement of existing services. Support Hours and Initial Response Times‌ Times WashU IT has established the following general support hours and initial response times to meet customer support and service request needs. Note that CRITICAL support and service requests are defined as technology issues affecting the customer’s ability to perform urgent university business without an acceptable technology workaround in place. Standard Business Hours: 7 am – 5:30 pm (M – F) during regular campus business days Initial Response Times: ANY support or service request will be responded to within the following times. Calls to 933-3333 - 80% answered in 20 seconds or less Emails sent to xxxxxx@xxxxx.xxx will be responded to as outlined in the “Support Request Resolution Targets” section below. Web Requests made via the ServiceNow “report an issue” form will be responded to as outlined in the “Support Request Resolution Targets” section below.

Customer Relationship Management. regular meetings will be established with each customer department by WashU IT’s Customer Relationship Management (CRM) team. These regular meetings will address quality of services provided, identify new customer projects/initiatives requiring WashU IT services and inform customers of any planned changes to existing IT services. Reports from these meetings are reviewed by WashU IT leadership on a regular basis to ensure customer satisfaction is met and to identify customer needs that should be addressed via new technology services or enhancement of existing services. Support Hours and Initial Response Times‌ WashU IT has established the following general support hours and initial response times to meet customer support and service request needs. Note that CRITICAL support and service requests are defined as technology issues affecting the customer’s ability to perform urgent university University business without an acceptable technology workaround in place. Standard Business Hours: 7 am – 5:30 pm (M – F) during regular campus business days Initial Response Times: ANY support or service request will be responded to within the following times. Calls to 933-3333 - 80% answered in 20 seconds or less Emails sent to xxxxxx@xxxxx.xxx will be responded to as outlined in the “Support Request Resolution Targets” section below. Web Requests made via the ServiceNow “report an issue” form will be responded to as outlined in the “Support Request Resolution Targets” section below.

Customer Relationship Management. regular meetings will be established with each customer department by WashU IT’s Customer Relationship Management (CRM) team. These regular meetings will address quality of services provided, identify new customer projects/initiatives requiring WashU IT services and inform customers of any planned changes to existing IT services. Reports from these meetings are reviewed by WashU IT leadership on a regular basis to ensure customer satisfaction is met and to identify customer needs that should be addressed via new technology services or enhancement of existing servicesexistingservices. Support Hours and Initial Response Times‌ WashU IT has established the following general support hours and initial response times to meet customer support and service request needs. Note that CRITICAL support and service requests are defined as technology issues affecting the customer’s ability to perform urgent university business without an acceptable technology workaround in place. Standard Business Hours: 7 am – 5:30 pm (M – F) during regular campus business days Initial Response Times: ANY support or service request will be responded to within the following times. Calls to 933-3333 - 80% answered in 20 seconds or less Emails sent to xxxxxx@xxxxx.xxx will be responded to as outlined in the “Support Request Resolution Targets” section below. Web Requests made via the ServiceNow “report an issue” form will be responded to as outlined in the “Support Request Resolution Targets” section below.