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Unless specified in an Order, Customer should contact \u2587\u2587\u2587.\u2587\u2587\u2587.\u2587\u2587\u2587\u2587 to receive a telephone number for the applicable supporting Solutions & Support Center. Customer will appoint one Product administrator and one backup administrator to serve as the primary point of contact regarding maintenance services.", "hash": "8fb3ba2b2d4a3900d6c0a6d7b28fea58", "id": 1}, {"size": 11, "samples": [{"hash": "hIDTP7FAbnq", "uri": "/contracts/hIDTP7FAbnq#help-desk", "label": "Provider Agreement", "score": 26.7795982361, "published": true}, {"hash": "cR0PQorwgrK", "uri": "/contracts/cR0PQorwgrK#help-desk", "label": "Provider Agreement", "score": 26.5495758057, "published": true}, {"hash": "flqCGPpwtKj", "uri": "/contracts/flqCGPpwtKj#help-desk", "label": "Provider Agreement", "score": 24.5838470459, "published": true}], "snippet_links": [{"key": "provide-a", "type": "definition", "offset": [15, 24]}, {"key": "free-telephone-number", "type": "definition", "offset": [30, 51]}, {"key": "for-provider", "type": "definition", "offset": [52, 64]}, {"key": "days-per-week", "type": "definition", "offset": [88, 101]}, {"key": "customer-support", "type": "definition", "offset": [136, 152]}, {"key": "major-holidays", "type": "definition", "offset": [212, 226]}], "snippet": "CONDUENT shall provide a toll-free telephone number for Provider use 24 hours per day/7 days per week. The Help Desk will be staffed by customer support representatives. The Help Desk will also be staffed on all major holidays.", "hash": "7da5c1e0fb80e9cb3116aebf43e948c0", "id": 2}, {"size": 8, "samples": [{"hash": "55brIWk2TfG", "uri": "/contracts/55brIWk2TfG#help-desk", "label": "Terms and Conditions", "score": 34.6622009277, "published": true}, {"hash": "1zEWp8SDVoW", "uri": "/contracts/1zEWp8SDVoW#help-desk", "label": "Terms and Conditions", "score": 33.0334663391, "published": true}, {"hash": "eUCnxkByWob", "uri": "/contracts/eUCnxkByWob#help-desk", "label": "Terms and Conditions", "score": 31.073513031, "published": true}], "snippet_links": [{"key": "the-provider-shall", "type": "clause", "offset": [4, 22]}, {"key": "to-the-client", "type": "clause", "offset": [38, 51]}, {"key": "in-accordance-with", "type": "clause", "offset": [64, 82]}, {"key": "the-provisions-of-this", "type": "clause", "offset": [83, 105]}, {"key": "schedule-4", "type": "clause", "offset": [106, 116]}, {"key": "for-the-purposes-of", "type": "clause", "offset": [155, 174]}, {"key": "where-applicable", "type": "clause", "offset": [191, 207]}, {"key": "the-support-services", "type": "clause", "offset": [219, 239]}, {"key": "the-client-must", "type": "clause", "offset": [245, 260]}, {"key": "not-available", "type": "clause", "offset": [439, 452]}, {"key": "during-business-hours", "type": "clause", "offset": [577, 598]}, {"key": "in-addition", "type": "clause", "offset": [600, 611]}, {"key": "telephone-number", "type": "definition", "offset": [640, 656]}, {"key": "critical-issues", "type": "definition", "offset": [682, 697]}, {"key": "outside-of-business-hours", "type": "clause", "offset": [698, 723]}, {"key": "the-client-shall", "type": "clause", "offset": [729, 745]}, {"key": "requests-for-support", "type": "clause", "offset": [762, 782]}], "snippet": "2.1 The Provider shall make available to the Client a help desk in accordance with the provisions of this Schedule 4.\n2.2 The Client may use the help desk for the purposes of requesting and, where applicable, receiving the Support Services; and the Client must not use the help desk for any other purpose.\n2.3 The Provider shall ensure that the help desk is accessible through email, by use of Provider's web-based chat, and, if these are not available, through telephonic (or Skype) call.\n2.4 The Provider shall ensure that the help desk is operational and adequately staffed during Business Hours. In addition, the Provider shall provide telephone number for the Client to report critical issues outside of Business Hours.\n2.5 The Client shall ensure that all requests for Support Services that it may make shall be made through the help desk.", "hash": "6820d6d9d5a2ca1effbfb8d2e642156a", "id": 5}, {"size": 5, "samples": [{"hash": "g755zk7jOpP", "uri": "/contracts/g755zk7jOpP#help-desk", "label": "Data Services Agreement", "score": 31.4461174011, "published": true}, {"hash": "cvwOkU8SARw", "uri": "/contracts/cvwOkU8SARw#help-desk", "label": "Data Services Agreement", "score": 26.4264202118, "published": true}, {"hash": "4fhPXsV5J1p", "uri": "/contracts/4fhPXsV5J1p#help-desk", "label": "Data Services Agreement", "score": 26.4195747375, "published": true}], "snippet_links": [{"key": "the-client", "type": "clause", "offset": [17, 27]}, {"key": "contact-numbers", "type": "clause", "offset": [37, 52]}, {"key": "email-address", "type": "definition", "offset": [99, 112]}, {"key": "designated-contact-points", "type": "clause", "offset": [116, 141]}, {"key": "placing-orders", "type": "clause", "offset": [189, 203]}, {"key": "reporting-faults", "type": "clause", "offset": [205, 221]}, {"key": "to-the-service", "type": "clause", "offset": [252, 266]}, {"key": "report-faults", "type": "clause", "offset": [317, 330]}, {"key": "a-day", "type": "definition", "offset": [340, 345]}, {"key": "a-year", "type": "definition", "offset": [356, 362]}, {"key": "during-business-hours", "type": "clause", "offset": [411, 432]}, {"key": "normal-business-hours", "type": "clause", "offset": [481, 502]}], "snippet": "GBG will provide the Client with the contact numbers (either telephone or fax, as appropriate) and email address of designated contact points, which will be the Client\u2019s contact points for placing orders, reporting faults and making inquiries relating to the Service. The Client can use the numbers to contact GBG to report faults 24 hours a day, 365 days a year (although the GBG Help Desk will only be manned during Business Hours) and to order services or make enquiries during Normal Business Hours.", "hash": "4d41457fb7e9d2001ec967fb2f17cb06", "id": 9}, {"size": 8, "samples": [{"hash": "1zOoSMk2CCj", "uri": "/contracts/1zOoSMk2CCj#help-desk", "label": "Construction Manager at Risk Construction Agreement", "score": 28.5770339966, "published": true}, {"hash": "kILxUOGtNSC", "uri": "/contracts/kILxUOGtNSC#help-desk", "label": "Architect Engineer Services Agreement", "score": 25.9145908356, "published": true}, {"hash": "2wEhLhgybdx", "uri": "/contracts/2wEhLhgybdx#help-desk", "label": "Architect Engineer Services Agreement", "score": 25.9145908356, "published": true}], "snippet_links": [{"key": "user-experience", "type": "definition", "offset": [3, 18]}, {"key": "the-equipment", "type": "clause", "offset": [63, 76]}, {"key": "to-provide", "type": "clause", "offset": [167, 177]}, {"key": "phone-number", "type": "definition", "offset": [192, 204]}, {"key": "the-problem", "type": "clause", "offset": [243, 254]}, {"key": "the-information", "type": "clause", "offset": [261, 276]}, {"key": "entered-into", "type": "clause", "offset": [280, 292]}, {"key": "the-system", "type": "definition", "offset": [293, 303]}, {"key": "call-ticket", "type": "definition", "offset": [307, 318]}, {"key": "contact-user", "type": "definition", "offset": [381, 393]}, {"key": "business-days", "type": "clause", "offset": [414, 427]}], "snippet": "If user experience any errors or have difficulties with any of the equipment/software, a request must be submitted to the Help Desk at (949) 852- 4004. User will need to provide name, e-mail, phone number, location, and a brief description of the problem. Once the information is entered into the system, a call ticket will be created and sent to a JWA IT representative, who will contact user within one to three business days.", "hash": "91a8d4e2dbcd6ce18a1f451a3ee43a8d", "id": 6}, {"size": 5, "samples": [{"hash": "eTWLR9kQUBY", "uri": "/contracts/eTWLR9kQUBY#help-desk", "label": "Biller Agreement", "score": 33.544921875, "published": true}, {"hash": "fi2RgBv7yUZ", "uri": "/contracts/fi2RgBv7yUZ#help-desk", "label": "Biller Agreement", "score": 32.0838470459, "published": true}, {"hash": "5uyKm7o93nG", "uri": "/contracts/5uyKm7o93nG#help-desk", "label": "Biller Agreement", "score": 31.4954776764, "published": true}], "snippet_links": [{"key": "the-service", "type": "clause", "offset": [0, 11]}, {"key": "provide-a", "type": "definition", "offset": [17, 26]}, {"key": "ticketing-system", "type": "definition", "offset": [36, 52]}, {"key": "for-\u2587", "type": "clause", "offset": [53, 58]}, {"key": "the-\u2587", "type": "clause", "offset": [71, 76]}, {"key": "invoice-cloud", "type": "definition", "offset": [106, 119]}, {"key": "support-team", "type": "clause", "offset": [127, 139]}, {"key": "historical-reference", "type": "clause", "offset": [205, 225]}], "snippet": "The Service will provide a helpdesk ticketing system for \u2587\u2587\u2587\u2587\u2587\u2587 within the \u2587\u2587\u2587\u2587\u2587\u2587 Portal to get help from Invoice Cloud client support team. This tool will allow \u2587\u2587\u2587\u2587\u2587\u2587 to track and retain resolutions for historical reference.", "hash": "9c99c4ab6f48e5355eae109aa5ba447c", "id": 10}, {"size": 6, "samples": [{"hash": "48vTDPgeMiP", "uri": "/contracts/48vTDPgeMiP#help-desk", "label": "Courier Services Framework Agreement", "score": 26.6536617279, "published": true}, {"hash": "gzHk6NqDFIr", "uri": "/contracts/gzHk6NqDFIr#help-desk", "label": "Courier Services Framework Agreement", "score": 22.6276531219, "published": true}, {"hash": "65Ky8UmAUsW", "uri": "/contracts/65Ky8UmAUsW#help-desk", "label": "Courier Services Framework Agreement", "score": 22.5852165222, "published": true}], "snippet_links": [{"key": "the-supplier-shall", "type": "clause", "offset": [0, 18]}, {"key": "during-normal-working-hours", "type": "clause", "offset": [27, 54]}, {"key": "monday-to-friday", "type": "clause", "offset": [56, 72]}, {"key": "telephone-service", "type": "clause", "offset": [109, 126]}, {"key": "by-the-client", "type": "clause", "offset": [152, 165]}, {"key": "the-process", "type": "clause", "offset": [225, 236]}, {"key": "ad-hoc", "type": "definition", "offset": [252, 258]}, {"key": "day-services", "type": "clause", "offset": [264, 276]}, {"key": "incident-reporting-procedures", "type": "clause", "offset": [278, 307]}, {"key": "where-appropriate", "type": "definition", "offset": [308, 325]}, {"key": "management-of", "type": "clause", "offset": [330, 343]}, {"key": "change-control-procedure", "type": "definition", "offset": [354, 378]}, {"key": "changes-to", "type": "clause", "offset": [416, 426]}, {"key": "delivery-services", "type": "clause", "offset": [442, 459]}, {"key": "no-additional-cost", "type": "clause", "offset": [482, 500]}, {"key": "to-the-client", "type": "clause", "offset": [501, 514]}], "snippet": "The Supplier shall provide during normal working hours (Monday to Friday 07:00 - 18:00), a customer helpdesk telephone service for all enquiries raised by the Client regarding this Service. The Helpdesk also needs to support the process for requesting ad hoc/same day services, incident reporting procedures where appropriate and management of an agreed change control procedure which will enable the Client to make changes to collection and delivery services on an ad hoc basis at no additional cost to the Client.", "hash": "81a020433a6e9ede0bf49dbae68b5070", "id": 8}, {"size": 7, "samples": [{"hash": "k4Ka2rNyEKw", "uri": "/contracts/k4Ka2rNyEKw#help-desk", "label": "Standard Terms of Business", "score": 35.6739997864, "published": true}, {"hash": "d7DJ26em4Th", "uri": "/contracts/d7DJ26em4Th#help-desk", "label": "Standard Terms of Business", "score": 27.5325126648, "published": true}, {"hash": "9jBmenSTIEA", "uri": "/contracts/9jBmenSTIEA#help-desk", "label": "Standard Terms of Business", "score": 26.5427780151, "published": true}], "snippet_links": [{"key": "the-website", "type": "clause", "offset": [16, 27]}, {"key": "information-on", "type": "clause", "offset": [32, 46]}, {"key": "contact-details", "type": "definition", "offset": [118, 133]}], "snippet": "3.1. Please see the Website for information on our trading help desk. Our helpdesk is available 24/5 on the following contact details: Email: \u2587\u2587@\u2587\u2587\u2587\u2587\u2587\u2587\u2587.\u2587\u2587\u2587 Phone: +\u2587\u2587\u2587 \u2587\u2587\u2587\u2587\u2587\u2587\u2587\u2587", "hash": "c5022a5a7c6fe6bd045a7cd0e8ab4d00", "id": 7}], "next_curs": "ClISTGoVc35sYXdpbnNpZGVyY29udHJhY3Rzci4LEhZDbGF1c2VTbmlwcGV0R3JvdXBfdjU2IhJoZWxwLWRlc2sjMDAwMDAwMGEMogECZW4YACAA", "clause": {"title": "Help Desk", "size": 433, "children": [["technical-problems", "Technical Problems"], ["", ""], ["service-availability", "Service availability"], ["confidential-information", "Confidential Information"], ["limitation", "Limitation"]], "parents": [["services", "SERVICES"], ["country-specific-terms", "Country Specific Terms"], ["canada", "Canada"], ["english-language", "English Language"], ["interpretation", "Interpretation"]], "id": "help-desk", "related": [["helpdesk", "Helpdesk", "Helpdesk"], ["configuration-management", "Configuration Management", "Configuration Management"], ["connectivity", "Connectivity", "Connectivity"], ["classroom-management", "Classroom Management", "Classroom Management"], ["infrastructure-vulnerability-scanning", "Infrastructure Vulnerability Scanning", "Infrastructure Vulnerability Scanning"]], "related_snippets": [], "updated": "2025-07-24T04:27:57+00:00", "also_ask": ["What service levels and response times should be mandated for optimal client protection?", "How can the clause address escalation procedures for unresolved issues?", "What are the risks if help desk obligations are vaguely defined or lack measurable standards?", "How does this help desk clause compare to industry best practices or regulatory requirements?", "What evidence is needed to prove breach or inadequate performance in court?"], "drafting_tip": "Specify response times and support hours to set clear expectations; define escalation procedures to ensure timely resolution; outline service limitations to prevent misunderstandings.", "explanation": "The Help Desk clause establishes the requirement for a dedicated support channel to assist users or clients with issues, questions, or technical problems related to the services provided. Typically, this clause outlines the availability of support (such as hours of operation), the methods of contact (like phone, email, or online portal), and the expected response or resolution times. Its core function is to ensure that users have reliable access to assistance, thereby improving service quality and addressing problems efficiently as they arise."}, "json": true, "cursor": ""}}