Help Desk Services. Vendor shall provide Help Desk Services for reporting errors and malfunctions and trouble shooting problems. Vendor’s Help Desk Services shall be [web-based and/or by toll-free telephone lines and/or via e-mail]. Vendor’s Help Desk Services shall include but are not limited to the following Services: Assistance related to questions on the use of the subject Software; Assistance in identifying and determining the causes of suspected errors or malfunctions in the Software; Advice on detours or workarounds for identified errors or malfunctions, where reasonably available; Information on errors previously identified by Xxxxxxxxx and reported to Vendor and detours to these where available; and Advice on the completion and authorization for submission of the required form(s) reporting identified problems in the Software to Vendor.
Help Desk Services. Datec will
Help Desk Services. The Help Desk is the initial point of contact for all questions, issues, information, and service requests regarding online course support for faculty, students, and campus staff. The Help Desk staff logs the inquiry into the SUNY Online tracking system and attempts to resolve on first contact. If a first contact resolution is not possible, requests are assigned to additional SUNY Online staff member(s) to assist with resolution. The Help Desk service focuses on direct support and assistance for End Users of the LMS. This includes: • “How to” questions for a campus LMS • LMS navigation guidance for students and faculty • LMS “log in” or access questions (if applicable) • Tier One End-User support for the SUNY university-wide Collaborate service offering • End-User support (Tier One and Tier Two) for the Blackboard Learn Core LMS Tools. To receive a current list of the Blackboard Learn Core LMS Tools, submit a Help Desk request at xxxxx://xxxxxx.xxxx.xxx/help. • Ability to view issue resolutions in the SUNY Online ticket tracking system • Initial point of contact for all SUNY Online questions and issues (Service Desk). The Help Desk attempts to resolve various student, faculty, and campus staff issues. When the Help Desk is unable to resolve the issue, a service ticket is escalated to other team(s) or person(s) as appropriate.
Help Desk Services. 1. The Seller shall provide a telephone support within 30 minutes after having received the request for Help Desk Service.
Help Desk Services. This Section 2.12 of this Exhibit B describes the help desk services Vendor shall be responsible for providing as part of the Services: Vendor shall responsible for those tasks associated with help desk services described in the "Help Desk Services" portion of Schedule 2 of this Exhibit B.
Help Desk Services. SupportSoft will charge $*** per minute for any Help Desk services delivered to Office Depot. Payment will be made according to the terms outlined in Section 6.0 of the Agreement.
Help Desk Services. 7.1.1 Unit rates are based upon volume and usage projections included in Schedule N.
Help Desk Services. The Contractor shall provide the State with a process for contacting Contractor if a problem requires support outside the capabilities of the Tier 1 support. Contractor shall work with the State to develop a transfer process, including identifying how the incident is communicated, what information is included on the ticket (which shall include incident priority), and how the resolution is communicated back to the State. Tier 2 support consists of configuration support, interface support, application support, problems requiring root cause analysis or further diagnosis, and problems not within DMV’s ability to resolve. Tier 2 support includes, but is not limited to, tuning the system to improve performance and/or to adapt CIVLS to requirements or environments and other issues pertaining to the use of CIVLS. All issues will be tracked by Contractor and each resolution relating thereto shall be reported by the Contractor promptly to the State.
Help Desk Services. Tier 3 support is required when detailed technical issues are identified that require specific technical skills and knowledge possessed by the Contractor or other support vendors. This support shall include configuration changes and programming changes in accordance with the configuration management and change control processes. Contractor shall be responsible for both Tier 2 and Tier 3 support, including assessment of the level of support which is required and for coordinating with any third party, to the extent necessary to provide such support. All issues shall be tracked by the Contractor and each resolution relating thereto shall be reported by the Contractor promptly to the State.
