Help Desk Calls Clause Samples
The "Help Desk Calls" clause establishes the procedures and expectations for handling support requests or inquiries made by users to a help desk service. Typically, it outlines how users can contact the help desk, the hours of operation, response times, and the types of issues that can be addressed. For example, it may specify that support is available via phone or email during business hours and that critical issues will receive a response within a set timeframe. The core function of this clause is to ensure users have clear guidance on how to obtain assistance and to set service standards, thereby minimizing confusion and managing expectations regarding support services.
Help Desk Calls. Digimarc shall monitor and report on the calls from [**] to Digimarc’s help desk; and
Help Desk Calls. Resource usage for this Resource Category will be established by determining the total number of calls to the Help Desk during a calendar month. [REDACTED] calls equal one Resource Unit (provided that the first call to the Help Desk in excess of the Resource Baseline shall result in an ARC.
Help Desk Calls. During the Term, no ARCs or RRCs shall apply within the Help Desk Calls Resource Category during a month unless Health Net’s actual usage of RUs within such Resource Category varies by more than *** above or below the corresponding Resource Baseline in such month (the “Help Desk Call Deadband”).
(i) If Health Net’s actual RU usage within the Help Desk Calls Resource Category during a month is more than *** above the corresponding Resource Baseline, then Health Net will be charged an ARC equal to the product of the ARC/RRC Rate for such Resource Category multiplied by the number of RUs actually used by Health Net within such Resource Category in excess of the Help Desk Call Deadband.
(ii) If Health Net’s actual RU usage within the Help Desk Calls Resource Category during a month is more than *** below the corresponding Resource Baseline, then Health Net will receive a RRC equal to the product of the ARC/RRC Rate for such Resource Category multiplied the number of RUs actually used by Health Net within such Resource Category below the Help Desk Call Deadband.