TIERED SUPPORT Clause Samples

TIERED SUPPORT. The Contractor shall provide and manage a tiered support for the management and distribution of tickets that support the EITS Environment. The Contractor shall provide analysis of the current use of tiered support in the EITS Environment and provide advice on an effective tiered support structure that takes into account: multi-provider environment, the multiple businesses of MHS, the multitude of other vendors in the environment, and the businesses of Mission Partners. Contractor shall implement the tiered support structure, as approved by the Government. As part of the recommendation, Contractor shall demonstrate how the tiered structure supports:  Self-service efficiencies  Heightened customer satisfaction  Call handling and first-call resolution  Shift-left capabilities to empower service desk  Seamless ticket handling to different support entities  Deep expertise available as appropriate  Escalate tickets between service tiers  End-to-end ownership of tickets by the Global Service Center