Ongoing Help-Line Support. 1. The Service Provider shall provide its Permit Holders with primary ongoing Help Line support for both software/systems and policy/procedures problems. The Service Provider shall arrange for its Help Line staff, and such other employees or officials as the RMV shall reasonably determine is desirable, to attend EVR Program training made available by the RMV. 2. To the extent the Service Provider is unable to answer a question or resolve a problem that relates to an RMV system or policy, the Service Provider shall seek assistance from the RMV Business Support. Service Providers shall instruct Permit Holders notto contact the RMV Business Support directly. 3. Service Provider Helpline support must be available to its Permit Holders at least during RMV Business hours as defined in the Program Specifications.
Appears in 2 contracts
Sources: Electronic Vehicle Registration Program Service Provider Agreement, Electronic Vehicle Registration Program Service Provider Agreement
Ongoing Help-Line Support. 1. The Service Provider shall provide its Permit Holders with primary ongoing Help Line support for both software/systems and policy/procedures problems. The Service Provider shall arrange for its Help Line staff, and such other employees or officials as the RMV shall reasonably determine is desirable, to attend EVR Program training made available by the RMV.
2. To the extent the Service Provider is unable to answer a question or resolve a problem that relates to an RMV system or policy, the Service Provider shall seek assistance from the RMV Business SupportHelp Line. Service Providers shall instruct Permit Holders notto not to contact the RMV Business Support Help Line directly.
3. Service Provider Helpline support must be available to its Permit Holders at least during RMV Business hours as defined in the Program Specifications.
Appears in 1 contract
Sources: Electronic Vehicle Registration Program Service Provider Agreement