Technical Helpdesk Availability Clause Samples
The Technical Helpdesk Availability clause defines the hours and conditions under which technical support services are accessible to users. Typically, this clause specifies the days of the week and times during which helpdesk staff will respond to inquiries, such as offering support during standard business hours or providing 24/7 assistance for critical issues. Its core practical function is to set clear expectations for when users can receive technical support, thereby reducing confusion and ensuring timely assistance when problems arise.
Technical Helpdesk Availability. The Supplier shall ensure that the Technical Helpdesk is available during the following times: 08.00 to 17.30 during weekdays, excluding Bank holidays. During July, the Supplier shall provide an out of hours technical support service to ensure the delivery of Return of Results. The Supplier shall ensure that the Helpdesk has a minimum 99% Availability. The Supplier shall ensure that the Helpdesk shall not remain un-Available for more than 15 minutes in any one continuous period during the Core Hours. If the Supplier fails to provide the Services in accordance with the Service Levels then Service Credits shall become payable by the Supplier in accordance with paragraph clause 12 below.
Technical Helpdesk Availability