Common use of Support Desk Clause in Contracts

Support Desk. 3.1 The Supplier’s support desk exists to provide a channel for the Customer to log and resolve incidents relating to the Package 3.2 The Supplier’s support desk shall provide functional support including the following processes: a) Logging incidents into the Supplier’s support call database. For the Supplier to resolve the Customer’s issue, the Customer must provide as much relevant information as possible about the issue. b) Generating unique reference numbers for each new incident. c) Agreeing the severity of the incident with the Customer and agreeing the priority of the issue’s resolution. d) Reviewing the status of logs to ensure the correct priority is assigned. e) Acknowledging the receipt of all e-calls and provide daily updates on critical issues. f) Escalating the incident to other relevant departments within the Supplier’s team, where required. g) Reporting on support logs at a frequency agreed with the Customer. The detail and nature of such support will be agreed with the Customer. h) Providing interactive support / remote access support (with the permission of the Customer), where required. 3.3 If it appears that the Customer’s staff require training on specific modules or technical areas, the support desk will liaise with the Customer. 3.4 Where possible, the Supplier recommends that the Supplier’s support desk is given permission for remote access to the Taranto Android software. 3.5 An incident can be logged via: a) the online web portal;

Support Desk. 3.1 The Supplier’s support desk exists to provide a channel for the Customer to log and resolve incidents relating to the Package 3.2 The Supplier’s support desk shall provide functional support including the following processes: a) Logging incidents into the Supplier’s support call database. For the Supplier to resolve the Customer’s issue, the Customer must provide as much relevant information as possible about the issue. b) Generating unique reference numbers for each new incident. c) Agreeing the severity of the incident with the Customer and agreeing the priority of the issue’s resolution. d) Reviewing the status of logs to ensure the correct priority is assigned. e) Acknowledging the receipt of all e-calls and provide daily updates on critical issues. f) Escalating the incident to other relevant departments within the Supplier’s team, where required. g) Reporting on support logs at a frequency agreed with the Customer. The detail and nature of such support will be agreed with the Customer. h) Providing interactive support / remote access support (with the permission of the Customer), where required. 3.3 If it appears that the Customer’s staff require training on specific modules or technical areas, the support desk will liaise with the Customer. 3.4 Where possible, the Supplier recommends that the Supplier’s support desk is given permission for remote access to the Taranto ▇▇▇▇▇▇▇ Android software. 3.5 An incident can be logged via: a) the online web portal;