PROBLEM TRACKING. 19.1 A summary of all Support Desk Cases are reviewed on a weekly basis with the Director of Professional Services. Cases and their status are reviewed against targets and performance levels set out in this agreement. Constant monitoring is conducted to highlight areas of improvement internally and in this process to ensure the Client has the best possible experience when reporting problem cases. 19.2 Feedback is communicated on agreed periodic terms with the Business Intelligence (Assimil8) contact.
Appears in 3 contracts
Sources: Support Services Agreement, Support Services Agreement, Master Support Agreement
PROBLEM TRACKING. 19.1 A summary of all Support Desk Cases are reviewed on a weekly basis with the Director of Professional Services. Cases and their status are reviewed against targets and performance levels set out in this agreement. Constant monitoring is conducted to highlight areas of improvement internally and in this process to ensure the Client has the best possible experience when reporting problem cases.
19.2 Feedback is communicated on agreed periodic terms with the Business Intelligence (Assimil8) contact.
Appears in 1 contract
Sources: Support Services Agreement