SERVICE MANAGEMENT, SELF SERVICE PORTAL AND AUDIT. This Service provides portal to assist the Customer in the logging, management and tracking of Incidents; access for the Customer to Maintel’s desk based resources for additional service requirements; and routes to escalation of Service related issues. Where the Customer purchases the Change Management Service the portal will also provide access to logging, management and tracking of moves, adds, and changes requests including both open and closed activities. On commencement of this Agreement and where new Customer Equipment (not supplied by Maintel) is added during the term of this Agreement, Maintel shall perform an audit to identify: the Customer Equipment (including hardware, software and software versions); the End of Support status; physical location; environmental conditions; and other relevant information that could impact the Maintel’s ability to support the Customer Equipment. Maintel provides both on-site and remote audits and will agree with the Customer the most suitable approach to perform the audit. Upon completion of the audit, the Customer will be provided with an audit report for their records.
