Service Desk. (1) GreenOrbit provides a managed service desk as part of the Hosted Service. The Customer can contact the service desk (contact details are set out in the Standard Cloud Support SLA to:
Service Desk. 2.1 The Service Desk provides a single point of contact for Customers and is available for the reporting of incidents and the handling of enquiries.
Service Desk. 8.1.1 BT shall establish and shall operate a single fault reporting Service Desk (for which the contact details shall be contained in the Customer Handbook). This will operate 24 hours per day, 7 days per week for the purpose of the reporting of all Customer faults and the issuing of trouble tickets and logging of Remote Hands requests.
Service Desk. DAG TECH shall provide the CLIENT and its Users with a Service desk to address help requests in accordance with the following:
Service Desk. 38.1 The supplier must have a service desk throughout the contract period,
Service Desk. The supplier must have a service desk throughout the contract period, the service desk must be available: • 24/7 365 Days to log service impact calls • City business hours (Mon – Fri 7am to 5pm, excluding public holidays) for operational requests. The supplier must allow the city to interact with the service desk in which ever means necessary, the city has the right to refuse to interact with automated platforms, in such cases the supplier must provide mutually agreed alternate contact arrangements. The service desk must be operated and managed by the supplier. Should a supplier use a 3rd party infrastructure then the service desk of the supplier will remain the single point of contact for the city. Tenderers are to submit, either with their tender submission (attached to Schedule 15F), or within a specified timeframe after being requested to do so; proof of their service desk, which can be: o Call logging process on official tenderer’s letterhead; or o Call logging process on official tenderer’s brochure Change Management Service Providers must notify the City’s TOC in advance of any changes that will occur on the provider’s infrastructure that may impact the City’s services. The service provider will perform no configuration changes that will directly affect the City’s APN service during the City’s change freeze period unless the change is of a critical nature to maintain the availability of the City’s APN service. This freeze period will be provided to the service provider in advance.
Service Desk. Service Provider’s Service Desk shall be the single point of contact for Authorized Users regarding Incidents, which include events that cause or may cause an interruption or reduction of service, as well as for requests for information and requests for services relating to all of DIR’s and DIR Customers’ IT Services. Service Provider’s responsibilities include:
Service Desk. Service Provider Service Desk shall provide a single point of contact for the MSI regarding Incidents, which include events that cause or may cause an interruption or reduction of service, as well as for requests for information and requests for services relating to all of DIR’s and DIR Customers’ Service Component-related Services. Service Provider responsibilities include:
Service Desk. The ESD is a 24X7X365 resource for reporting and receiving resolution for help tickets. The ESD is able to answer many frequently-asked questions from its extensive knowledge base containing articles generated within the ESD and by Enterprise IT Services Tier 2/Center or Program providers. In cases when support is needed at a specific location, or a ticket requires more advanced knowledge, ESD coordinates with the appropriate provider to ensure resolution is received. The ESD distributes customer satisfaction surveys and reports the results for resolved incidents. Tier 0 Web site The ESD provides a Web interface offering program managers and end users a variety of online services. Self Help With the ESD’s Tier 0 Web site, end users can access hundreds of knowledge articles, submit a help ticket, and check the status of a ticket. Service owners can create knowledge articles for ESD agents and Tier 0 end users. The Tier 0 site is customized to each user. Behind the NASA firewall, no login is required when using Internet Explorer or Firefox. Log in using your NASA Launchpad credentials if you are using another browser or are outside of the firewall. Service Ordering End users can browse or search for a desired item in the ESD catalog, add it to a cart, and check out when they have found everything they need. ESD grants access to service owners (or their delegates) to the Service Definition Repository to define, test, and publish services within the catalog. Services can be Agency-wide or limited to a specific Center. Approval workflow for each service offered comes standard, including cost approval, if desired. Service Owners have the ability to bundle services to simplify end-user ordering. ESD distributes customer satisfaction surveys and reports the results for resolved orders. Notifications Service Owners or delegates receive 24X7X365 Web access to the ESD notifications tool, which is used to issue notifications of outages or other events that will affect end users. End users can subscribe to receive notifications and view those that have been sent. NSAGR-1058-00011 RELEASED - Printed documents may be obsolete; validate prior to use. Notifications are displayed on the ESD Web site and/or sent via e-mail to subscribers, an entire Center, or the entire Agency. Service Unit of Measure FY 2020 Rate Service Level Indicator ESD # of FTE and WYE as validated against N2 $202.30 95% of routine customer ESD inquiries received by ESD are resolved on the initial cont...
Service Desk. The purpose of the Service Desk platform is to manage logged incidents and service requests and centralise all related communication and progress. It is also the entry point and single point of contact for the service provider with key users. 🠦 TrustBuilder provides a single point of contact, called the Service Desk, for the Customer to which all Quality Related Calls are directed after a service request has been entered in the online portal. Incidents will be reported to and handled by TrustBuilder on the basis of a formal incident handling procedure aiming at restoring service operations as quickly as possible and minimize the adverse impact on business operations. The Support Services will be performed according to the following operational rules, while all Incidents are entered through the Customer portal. For Priority 1 (as defined in Schedule 3 (Service Level Agreement)) calls, escalation by telephone is included. Service desk information Service Desk Opening Hours Depending on Package – see above Supported Languages English Customer Portal xxxxx://xxxxxxx.xxxxxxxxxxxx.xxx
