Services by Representatives Clause Samples
Services by Representatives. Company's existing Live Online Support will be made available to all users of DellBizNet when user is accessing a ▇▇▇▇▇▇▇▇▇▇▇.▇▇▇. supplied page. Care and technical support services for End-Users will be available through a human operator via a toll free telephone number. Calls to the care and technical support representatives shall be answered according to the standards and schedule set forth below: Type of Service Launch thru 6/30/00 7/1/00 thru 9/30/00 10/1/00 ongoing -------------------------------------------------------------------------------------------------------------------- Online Technical Support Email within 2 hours Email within 1 hour Email within 1 hour 9:00am - 5:00pm CST 7:00am - 7:00pm CST M-F 24X7 7 days a week M-F ------------------------------------------------------------------------------------------------------------------- Online Product Support Email within one business day Email within the same day Email within 4 hours 9:00am - 5:00pm M-F 7:00am - 7:00pm M-F 7:00am - 7:00pm Seven days a week ------------------------------------------------------------------------------------------------------------------- Online Billing Support Email within 24 hours Same Same ------------------------------------------------------------------------------------------------------------------- Live person chat Start within 15 minutes of Start within 5 minutes Start within 1 minute request 9 - 5 M-F 7am - 7pm M-F 7am - 7pm M-F ------------------------------------------------------------------------------------------------------------------- Outbound product support Customer specified time Customer specified time Same within 4 hour window within 2 hour window 9 - 5 M-F 7am - 7pm M-F ------------------------------------------------------------------------------------------------------------------- Inbound 800 # Product N/A N/A As indicated in 3a. ------------------------------------------------------------------------------------------------------------------- Inbound 800# Technical N/A As indicated in 3b. As indicated in 3b. -------------------------------------------------------------------------------------------------------------------
a. End-User Care Standard. End-User calls shall be answered within 15 by either a human operator or an automated system ("ACD"). If an ACD is used to initially queue or answer a call, a human operator shall be available within 30 seconds thereafter. This standard shall be achieved for 95% of the calls during each mo...