Common use of Maintenance and Troubleshooting Clause in Contracts

Maintenance and Troubleshooting. The Contractor shall furnish help desk services to be made available during the entire term of the Contract to Authorized Users and OGS. The cost for these services shall be presumed to be included in the Payment Processing Service and/or Point of Sales (POS) Terminal fees. The Contractor shall provide help desk services for Authorized Users and OGS based on a twenty-four (24) hours per day, seven (7) days per week, three-hundred sixty-five (365) days per year basis, including holidays, in order to address all Authorized User and OGS assistance needs and technical issues for submitting electronic payment transactions, including assistance with Point of Sales (POS) Terminals (hardware and software). The Authorized User assistance line(s) must be a toll-free number(s) which provide direct assistance, intake service with follow-up resolution and requests for escalated assistance. Additionally, the Contractor shall maintain and provide each Authorized User with a list of the names and business phone numbers of the customer assistance staff (e.g., Contract Manager, Technical Assistant, Customer Assistant) to be available during normal business hours. Upon request, the Contractor shall describe the system to be used in providing Help Desk Services to Authorized Users. This description should include but not be limited to: access to the system, number of lines available and staffing levels and experience, blockage rates and not to exceed times on hold, the Credit/Charge Card transaction authorization, verification and inquiry services for Contractor provided POS Terminals and all other customer assistance services. The Contractor shall repair or replace POS (hardware/software) within 24 hours and provide next business day on- site assistance, as needed.