Customer Support Service. 4.2.i.1 The Supplier shall provide the Contracting Authorities and their Users with a dedicated helpdesk responding to queries via email, post and telephone calls which should be available as a minimum between 8am and 6pm Monday to Friday excluding public holidays. A non premium rate (0800) and/or a 01, 02, 03 prefix telephone number shall be offered.
Customer Support Service. Cloud Services Severity Case Classifications When a support case is first opened, a classification rating is assigned based on problem severity, complexity, system availability, and business impact. There are four severity levels: • Business Critical – Emergency/Network Down or function failure, operations are severely restricted • Major – Major Impact Sustained. Service does not operate as designed or a limited problem condition exists. An acceptable workaround is available • Minor – Minor Impact Sustained. Minor condition or configuration issue is present but can be avoided or there is a question or issue related to the documentation or other general inquiry. • Policy Changes at Customer’s Initiative – Policy changes requested by the Customer within the scope of the Service, including adding a new protection (such as adding a Brute Force protection in the Gold offering set), removing an existing protection, or modifying the settings of an existing protection (such as changing the number of allowed unsuccessful login attempts in the Brute Force protection mode).
Customer Support Service. The Supplier shall provide:
Customer Support Service. The Supplier shall be required to provide and maintain a dedicated customer service team which will act as the first point of contact and focal point for all enquiries from Customers. The Supplier shall provide a free of charge dedicated helpdesk service that shall comply with the following: Provision of a customer service helpdesk which shall be open to answer general enquiries and shall operate as a minimum from office hours 08:30 until 17:30 Monday to Friday throughout the year excluding England and Wales public holidays. The Supplier shall ensure that all Supplier Personnel appointed to the helpdesk have the relevant skills, experience and knowledge of the services offered under the DMP Agreement and have the capability to manage Customer relations in a professional manner. The Supplier shall provide support to all Customer queries, which will include but not be limited to providing: Advice and support employers to claim any additional employer incentive payments (compilation, age etc.); Advice on their individual requirements; Plan most cost effective delivery model (agree locations of cohorts etc.); and Resolve any issues. The Supplier shall be responsible in ensuring that all enquiries received from Customers are dealt with and resolved in accordance with the Service Level Agreement.
Customer Support Service. 16. Contractor should provide a brief description of available standard support offerings and/or any premium plans for end users, including help desk, application/technical support. The hours of operation of support services and method of contacting support should be included along with information on turnaround time for support and escalation procedures.
Customer Support Service. 2.9.1. The Supplier shall be required to provide and maintain a dedicated customer service team which will act as the first point of contact and focal point for all enquiries from Customers.
Customer Support Service. The Customer Service is accessible using the chat available on the website xxx.xxxxxxxxx.xxxx or the email address at the bottom of the page: xxxxxx@xxxxxxxxx.xxxx. The customer service department reserves the right to reply to Users' requests within 2 working days in order to process and manage them correctly. Requests received during public holidays will be taken over on the next available working day. Shipments and Deliveries Shipments and deliveries will be agreed and indicated during the purchase procedure and indicated in the order confirmation emails or in the communications sent directly by the Reseller Partners to the final Customer. For any special needs of the customer, it is preferable to send, before proceeding with the order, an email to the addresses provided in this document or to contact directly the Reseller Partner. Rights and content of "Cloud Pens" The only rights granted to the Owner in relation to the content provided by Users are those necessary for the operation and use of the Platform.
Customer Support Service. Remote Staff provides a customer support service to The Client that includes the following services:
Customer Support Service. 4.2.1. Fort Worth shall provide telephone support for MetrOPAC Library in the diagnosis of software and operational problems related to the Standard System 9:00 a.m. through 6:00 p.m.
Customer Support Service. Customer Support Service shall mean providing the people and the facilities to answer telephone calls from Client's subscribers or potential subscribers. NRI will resolve, or escalate to Client for resolution, calls pertaining, but not limited to, suspended or blocked user ID, access to the system and billing information. NRI will also provide information to the Client about the frequency and duration of calls from Client's customers. NRI will provide its Services 24 hours a day, 7 days a week. Client must provide assistance to resolve escalated calls beyond NRI's knowledge.
