Common use of Service Principles Clause in Contracts

Service Principles. The authority has established guiding principles for the Information Technology Organization. The vendor is to use these principles in developing its proposed service program. Information Technology support services are to be provided through the Information Technology Helpdesk. The Helpdesk is committed to delivering quality customer service and technical solutions in support of the Agency. To ensure the best possible support, the Helpdesk provides the Agency with this Service Level Agreement outlining specific services, priority, and responsibilities that are related to the support of Information Technology. Customer Support Team: Support/helpdesk tasked with providing direct support to customer teams in the usage of technology Key Objectives • Provide direct support to customers in line with defined service levels and objectives • Provide customer with one on one training in system usage and services, from the PC to the applications being used on the PC • Proactively identify and respond to issues that are or could impact normal business operations • Monitor major systems and processes and act as the coordination point for issue management, escalation and resolution Technical Team: Support, manage and develop solutions to meet business needs Key Objectives • Provide 2nd level support for all key components of the computing infrastructure • Monitor and maintain computing infrastructure and services • Develop business solutions • Manage systems and services availability to defined service levels

Service Principles. The authority has established guiding principles for the Information Technology Organization. The vendor is to use these principles in developing its proposed service program. Information Technology support services are to be provided through the Information Technology Helpdesk. The Helpdesk is committed to delivering quality customer service and technical solutions in support of the Agency. To ensure the best possible support, the Helpdesk provides the Agency with this Service Level Agreement outlining specific services, priority, and responsibilities that are related to the support of Information Technology. Customer Support Team: Support/helpdesk tasked with providing direct support to customer teams in the usage of technology Key Objectives •  Provide direct support to customers in line with defined service levels and objectives •  Provide customer with one on one training in system usage and services, from the PC to the applications being used on the PC •  Proactively identify and respond to issues that are or could impact normal business operations •  Monitor major systems and processes and act as the coordination point for issue management, escalation and resolution Technical Team: Support, manage and develop solutions to meet business needs Key Objectives •  Provide 2nd level support for all key components of the computing infrastructure •  Monitor and maintain computing infrastructure and services •  Develop business solutions •  Manage systems and services availability to defined service levels