Resolution Service Sample Clauses

Resolution Service. Includes the following support for Entitled Device(s):  24x7x365 remote monitoring of Entitled Devices which may span desktops, servers, and network devices.  24x7x365 Service Desk support:  Telephone and remote support for IT infrastructure issues and remote diagnostic service.  Remediation to resolve issues that have resulted in monitoring alerts.  Dedicated Service Desk relationship team tasked with supporting Customer‟s account.  Monthly reporting, including the following detail:  Request & incident management trending;  Change management review summary; and  Network & systems performance reports.

Resolution Service. Includes the following:

Resolution Service. Includes the following support for Entitled Device(s):  24x7x365 remote monitoring of Entitled Devices which may span desktops, servers, and network devices.  24x7x365 Service Desk support:  Telephone and remote support for IT infrastructure issues and remote diagnostic service.  Remediation to resolve issues that have resulted in monitoring alerts.  Dedicated Service Desk relationship team tasked with supporting Customer‟s account.  On-Site Support services:  2 hours per month for the first 10 Entitled Devices;  An additional 1 hour per month for each incremental 10 Entitled Devices thereafter; and  Additional On-Site Support services may be purchased by Customer as Point of Need Services.  Monthly reporting, including the following detail:  Request & incident management trending;  Change management review summary; and  Network & systems performance reports.  Annual assessment & planning sessions delivered remotely by certified Dell staff.

Resolution Service. There is a call logging system (Service Point) that will negate the need for fault sheets to be completed before a visit. Once the new call logging system is implemented for schools they will be expected to log faults and requests through the call logging self-service system (training for this will be provided). The SRS will require that all faults and requests are logged this way so that an audit trail will exist and can form part of the reporting and monitoring of service standards. The following table identifies the response/fix times the SRS will work towards when the call logging system is used: 0 Immediate Immediate Resolved at first point of contact 1 1 hr. 4 hrs. Major Incident affecting whole school or a number of schools 2 2 hrs. 8 hrs. Fault affecting a single or small number of users or items of equipment 3 4 hrs. 3 w/days Request for service - not a fault 4 4 hrs. 10 w/days Back Office - request for quotation For the resolution of infrastructure faults (network or server) either locally at the school or centrally based at the Data Centre the response and fix times may be different if the service is provided by an external supplier. Back Office requests for quotations – the SRS operates under the financial procedures of the local authority and as such, any request for quotations, goods and services demonstrate best value so multiple quotations will need to be sought. If the value of goods or services is expected to exceed £25,000 then a mini tender will be required and will be completed by the local authority procurement team.

Resolution Service. This is a critical part of restoring your identity and credit after you become a victim of ID Theft. If we refer you to a firm that specializes in providing this service, you will be required to authorize this firm to access your credit report and work on your behalf to assist in reporting and addressing the effects of ID Theft to which this coverage applies. If you are not willing to authorize this firm to work on your behalf, then Coverage section 3, IDENTITY THEFT RESOLUTION COVERAGE will become void, and we will not be obligated to pay to resolve your ID Theft.