Service Desk Services Sample Clauses

Service Desk Services. The Contractor shall facilitate contacts for authorized users for both inbound and outbound support (e.g. contacts to other levels of support, vendors, and support groups). Authorized users can call the Service Desk for all Integrated Services. The Contractor shall manage all contacts from authorized users relating to the Integrated Services, including, but not limited to, the following:  Log all relevant details, within an Incident or Service Request, in the appropriate Service Management System (SMS)  Assign categorization, severity, and prioritization, as documented in the SMM.  Provide first-line investigation and triage in an attempt to resolve Customer issues  Provide routing of Incidents to appropriate resolver groups in a timely fashion  Escalate Incidents and Service Requests that are not resolved within the agreed upon Service Level  Communicate with authorized users by keeping them informed of Incident and Service Request creation, suspension, tasks requiring their action, resolution, and closure  Ensure resolution of all tickets (e.g. Resolved Incidents, Completed or Cancelled Service Requests) from contacts in accordance with the SMM  At resolution, ensure all relevant details are documented within the SMS ticket (e.g. the resolution, resolution method, user acceptance)  Retain overall responsibility and ownership of all Incidents and Service Requests from the time the ticket is created until they are closed or cancelled  Ensure that the Service Desk is available at all times (i.e. 24x7x365).  Support the use of multiple methods of contact for authorized users, including at a minimum phone calls, email, chat, and web entry, as well as other methods as approved by the Government  Ensure that each work shift has a turnover process to update the next work shift regarding status of key incidents, incident hand-offs and general knowledge transfer to ensure that Customer problems are resolved in a timely manner  Promote efficient use of Service Desk resources through Continual Improvement (e.g. enhancements of Customer Portal, increased self-help functionality)  Provide processes and controls to enable entitlement and identification of authorized users, as approved by Government  Provide processes to support the use of Customer provided Service Desk attendant scripts that include Customer specific scripts as required, for supporting Incidents and Service Requests related to the Integrated Services (e.g. Customers specific Applications...
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Service Desk Services. Effective as of January 1, 2009, Supplier shall terminate and discontinue all Services provided in connection with the Service Desk including the Services described in Schedule A to the IT SOW.
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Service Desk Services. 1.1 INTRODUCTION
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Service Desk Services. Supplier shall provide Service Desk Services, as detailed in this Schedule. The Service Desk is a primary entry point for Incidents, inquiries, requests from Authorized Users related to the Services. The Service Desk will handle the requests and route to the appropriate resolution teams. Severity 1 Incidents that are critical (as defined in the Policy and Procedures Manual) will be passed directly from the Supplier’s Level 1 support personnel to the Supplier’s escalation and notification team designee who will escalate to the appropriate resolver group (which could be Xxxxx 0, Xxxxx 0, include CoreLogic Application support team members, or other subject matter expert group) or invoke the Service Restoration process to minimize the Restoration time.
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Service Desk Services. Contractor and Client shall perform those services, functions and responsibilities identified as their respective responsibilities in the following matrix with respect to the provision, staffing, operation, administration and management of the Service Desk in support of the HSEP Managed Applications.
Sample 1
Service Desk Services. Contractor shall facilitate contacts for authorized users for both inbound and outbound support (e.g. contacts to other levels of support, vendors and support groups). Authorized users can call the Service Desk for all Integrated Services. Contractor shall manage all contacts from authorized users relating to the Integrated Services, including the following:  Log all relevant details, within an Incident or Service Request, in the appropriate Service Management System (SMS)  Assign categorization, severity, and prioritization, as documented in the SMM.  Provide first-line investigation and triage in an attempt to resolve Customer issues.  Provide routing of Incidents to appropriate resolver groups in a timely fashion.
Sample 1
Service Desk Services 
Sample 1
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Related to Service Desk Services

  • Hosting Services 13.1 If Supplier or its subcontractor, affiliate or any other person or entity providing products or services under the Contract Hosts Customer Data in connection with an Acquisition, the provisions of Appendix 1, attached hereto and incorporated herein, apply to such Acquisition.

  • Support Services HP’s support services will be described in the applicable Supporting Material, which will cover the description of HP’s offering, eligibility requirements, service limitations and Customer responsibilities, as well as the Customer systems supported.

  • Customer Services Customer Relationship Management (CRM): All aspects of the CRM process, including planning, scheduling, and control activities involved with service delivery. The service components facilitate agencies’ requirements for managing and coordinating customer interactions across multiple communication channels and business lines. Customer Preferences: Customizing customer preferences relative to interface requirements and information delivery mechanisms (e.g., personalization, subscriptions, alerts and notifications).

  • Internet Services Transfer Agent shall make available to Fund and Shareholders, through its web sites, including but not limited to xxx.xxxxxxxxxxxxx.xxx (collectively, “Web Site”), online access to certain Account and Shareholder information and certain transaction capabilities (“Internet Services”), subject to Transfer Agent’s security procedures and the terms and conditions set forth herein and on the Web Site. Transfer Agent provides Internet Services “as is,” on an “as available” basis, and hereby specifically disclaims any and all representations or warranties, express or implied, regarding such Internet Services, including any implied warranty of merchantability or fitness for a particular purpose and implied warranties arising from course of dealing or course of performance. Transfer Agent shall at all times use reasonable care in performing Internet Services under this Agreement.

  • TAX SUPPORT SERVICES BNY Mellon shall provide the following tax support services for each Fund:  Provide various data and reports as agreed upon in the SLDs to support TRP’s tax reporting and tax filing obligations, including: · Wash sales reporting; · QDI reporting; · DRD reporting; · PFIC analysis; · Straddle analysis; · Paydown adjustments; · Equalization debit adjustments · Tax compliance under §851, §817(h); · Foreign bond sale analysis (§988); · Troubled debt analysis; · Estimation of income for excise tax purposes; · Swap analysis; · Inflation adjustments; · §1256 adjustments; · Market discount analysis; OID adjustments; · CPDI analysis; · Shareholder tax reporting information (e.g. FTC, UGG income, foreign source income by country, exempt income by state);  Provide data, and reports based on such data, maintained by BNY Mellon on its fund accounting platform as reasonably requested by TRP to support TRP’s obligations to comply with requests from tax authorities and TRP’s tax reporting and tax filing obligations.  Assist with other tax-related data needs as mutually agreed upon in writing from time-to-time.

  • GENERAL SERVICE DESCRIPTION Service Provider currently provides active medical, pharmacy(Rx) and dental administration for coverages provided through Empire and Anthem (medical), Medco(Rx), MetLife(dental) and SHPS (FSA) (Empire, Anthem, Medco, MetLife and SHPS collectively, the “Vendors”) for its U.S. Active, Salaried, Eligible Employees (“Covered Employees”). Service Provider shall keep the current contracts with the Vendors and the ITT CORPORATION SALARIED MEDICAL AND DENTAL PLAN (PLAN NUMBER 502 EIN 00-0000000) and the ITT Salaried Medical Plan and Salaried Dental Plan General Plan Terms (collectively, the “Plans”) and all coverage thereunder in full force through December 31, 2011 for Service Recipient’s Covered Employees. All claims of Service Recipient’s Covered Employees made under the Plans and incurred on or prior to December 31, 2011 the (“2011 Plan Year”) will be adjudicated in accordance with the current contract and Service Provider will continue to take such actions on behalf of Service Recipient’s Covered Employees as if such employees are employees of Service Provider. All medical, dental, pharmacy and FSA claims of Service Recipient’s Covered Employees made under the Plans (the “Claims”) will be paid by the Vendors on behalf of the Service Provider. Service Recipient will pay Service Provider for coverage based on 2011 budget premium rates previously set for the calendar year 2011 and described in the “Pricing” section below. Service Recipient will pay Service Provider monthly premium payments for this service, for any full or partial months, based on actual enrollment for the months covered post-spin using enrollments as of the first (1st) calendar day of the month, commencing on the day after the Distribution Date. Service Recipient will prepare and deliver to Service Provider a monthly self xxxx containing cost breakdown by business unit and plan tier as set forth on Attachment A, within five (5) Business Days after the beginning of each calendar month. The Service Recipient will be required to pay the Service Provider the monthly premium payments within ten (10) Business Days after the beginning of each calendar month. A detailed listing of Service Recipient’s employees covered, including the Plans and enrollment tier in which they are enrolled, will be made available to Service Provider upon its reasonable request. Service Provider will retain responsibility for executing funding of Claim payments and eligibility management with Vendors through December 31, 2013. Service Provider will conduct a Headcount True-Up (as defined below) of the monthly premiums and establish an Incurred But Not Reported (“IBNR”) claims reserve for Claims incurred prior to December 31, 2011 date, but paid after that date, and conduct a reconciliation of such reserve. See “Headcount True-Up” and “IBNR Reconciliation” sections under Additional Pricing for details.

  • TECHNICAL SUPPORT SERVICES 2.1 The technical support services (the "Services"): Party A agrees to provide to Party B the relevant services requested by Party B, which are specified in Exhibit 1 attached hereto ("Exhibit 1").

  • Call Center Services Answer telephone inquiries during mutually agreed upon hours each day on which the Fund is open for trading. In the event that the Fund plans to be open on a business day when the New York Stock Exchange is to be closed, the Fund shall provide the Transfer Agent with reasonable advance notice and the parties shall discuss the call center resources available for such day. The Transfer Agent shall answer and respond to inquiries from existing Shareholders, prospective Shareholders of the Fund and broker-dealers on behalf of such Shareholders in accordance with the instructions provided by the Fund to the Transfer Agent for purpose of fulfilling its duties under this Agreement, including, accepting transaction requests on behalf of the Fund.

  • Service Description The Parties will provide Common Channel Signaling (CCS) to one another via Signaling System 7 (SS7) network Interconnection, in accordance with prevailing industry standards. Use of a third party provider of SS7 trunks is permitted.

  • Billing Services Manager shall provide, or cause to be provided, the following billing services to P.C.:

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