Technical Support Standard. End-User calls shall be answered within 15 seconds by either a human operator or an 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 month. At a minimum, the technical support service shall be available 24x7x365.
Appears in 2 contracts
Sources: Master Services Agreement (Digitalwork Com Inc), Master Services Agreement (Digitalwork Com Inc)