Outline of Processes Sample Clauses
The "Outline of Processes" clause defines the specific procedures and steps that parties must follow to carry out certain actions or fulfill obligations under an agreement. It typically details the sequence of tasks, responsible parties, required documentation, and timelines for each stage of a process, such as submitting requests, approvals, or dispute resolution. By clearly mapping out these processes, the clause ensures all parties understand their roles and the expected workflow, thereby reducing confusion and minimizing the risk of misunderstandings or delays.
Outline of Processes. The Participant Processes under this Agreement shall consist of the following:
(a) Advice and input to ISO and consideration of that advice and input by ISO in accordance with Sections 10 and 11;
(b) Advice and input to ISO with respect to changes in the General Tariff Provisions, Non-TO OATT Provisions, the Market Rules, the Operating Procedures, Installed Capacity ; Requirement, Manuals, Reliability Standards, and the Information Policy in accordance with Section 11;
(c) Review and input on ISO’s annual operating and capital budgets and consideration of that input by ISO in accordance with Section 12;
(d) Participation in the process for the nomination and election of ISO Board members in accordance with Section 13; and
(e) Consideration and approval of certain amendments to this Agreement in accordance with Section 17.2.3.
Outline of Processes. 4.1.1 When a problem occurs users should not contact their ICT Technical Support Officer directly, instead the following call-logging procedures should be followed. Contact should be made with the ICT Service Desk via e-mail or by telephone, as follows: • e-mail: ▇▇▇.▇▇▇▇▇▇▇▇.▇▇@▇▇▇▇▇▇▇▇▇▇.▇▇▇ • Service Desk Telephone Number: Mil ▇▇▇▇▇-▇▇▇▇ or Civil +▇▇ (▇) ▇▇▇▇ ▇▇▇ ▇▇▇▇ The Service Desk will:
a. Answer and process all reported incidents promptly and in a professional manner.
b. Ask the caller to supply the following information when a problem is logged: • Contact name, number and department/school. • Location of asset • A full description of the fault and history of any remedial action already attempted • Contact name and number of the affected user if different from the person logging the call. • Make and model of equipment • DELL 7 Digit Service TAG Number or Serial Number
c. Allocate a Call Reference Number for all reported incidents and pass them to the appropriate support staff for action. The Call Reference Number will be notified to the customer by email. The customer should note this reference number and quote it when making enquiries about the status of outstanding calls.
d. Periodically advise the customer of the progress of an incident where resolution is likely to exceed the SLA response times, advise the customer of the escalation action being taken and likely time of restoration of service.
e. Always advise the customer when equipment or systems have been returned to service or when the call has been closed.
f. Treat all incidents reported as MEDIUM or LOW unless a higher priority level is clearly required as indicated in this SLA or a higher priority is clearly stated and justified within the content of the request.
g. Distribute monthly reports of all Servicedesk jobs undertaken in each individual school. Prepare and distribute reports and statistical analysis of reported incidents on a regular basis to Service Level review Meetings and other relevant parties on request.
4.1.2 The school’s nominated ICT member of staff will carry out appropriate ICT support tasks within the school and to act as the focal point for day to day communication with the service provider.