Remote Administration. The ability to remotely take control of a customer's desktop system to fix a problem via a software package or through the operating system. Resolution – The complete and satisfactory performance of the customer’s service request as determined by the customer. In most cases it will involve hardware/software/network/equipment being returned to working status. This may involve the use of workarounds and/or may not be resolved due to manufacturing problems in the software (e.g. bugs, agency waiting on new releases) and the customer is willing to close the event. This excludes processing time for support from external sources including other help desks and outside vendors.
Appears in 6 contracts
Samples: Service Level Agreement, Service Level Agreement, Service Level Agreement
