Service Helpdesk Sample Clauses

Service Helpdesk. Role The Contractor shall provide a Service Helpdesk which will be the first point of contact for all Customer enquiries and supply/service related issues. Hours of Cover The period for which the Support service is available is between the hours of 09:00 to 17:00 Monday to Friday, excluding all United Kingdom Public Holidays. The Working Hours, upon which response and resolution times are calculated, will be 09:00 to 17:00 Monday to Friday, excluding all United Kingdom Public Holidays. Contacting the Service Helpdesk and Call Logging Calls may be placed by email or telephone. In either case processing of the call will only take place between the hours of 09:00 and 17:00 Monday to Friday, excluding all United Kingdom public holidays. The Customer call logging procedure shall achieve the following functions: Provide a standard call logging procedure for the service provided. Minimise the risk of calls being unanswered or missed. Achieve customer satisfaction. The Service Helpdesk can be contacted: by Telephone: [telephone number] by E-mail: xxxxxxxxxxxxxxx@xxxxxxx.xx.xx Availability The Service Helpdesk will be available for 100% of the working hours as detailed in 2.2 above. Response and Delivery Times Requirement Response Respond to all Customer enquiries and supply/service related issues. 90% of calls answered by a customer services assistant within 4 rings. 95% of calls answered by a customer services assistant within 7 rings. 99% of calls answered by a customer services assistant within 10 rings. Provide quotations to Customers for simple product related enquiries (Requested by Telephone or e-mail): 95% within 4 working hours 99% within 1 working day Provide quotations to Customers for complex enquiries (Requested by Telephone or e-mail): 95% within 1 working week 99% within 2 working weeks Delivery schedules for both simple and complex orders. 95% of orders delivered within agreed delivery lead time. Orders not delivered within agreed delivery lead time. 99% of orders delivered within revised agreed delivery lead time. Response and Delivery times are measured from the call log time. The Contractor shall notify the Customer immediately (by telephone or e-mail as appropriate) it becomes aware that a delivery cannot be made within the agreed lead time(s) and revised lead time(s) agreed with the Customer. In the event that a revised delivery lead time is not acceptable to the Customer, the Customer shall have the right to cancel the order without incurring...
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Service Helpdesk. The Supplier shall provide a service helpdesk which will be the first point of contact for all Authority enquiries and service delivery related issues. The service helpdesk shall be staffed by suitably experienced individuals who are familiar with the specified Services. Hours of Service Cover Cover required Monday – Friday 09.00 – 17.30 Weekends and Public Holidays 09.00 – 17.30 Out of Hours 17.30 – 09.00 CHARGES AND PAYMENT Contract Charges payable by the Authority (including any applicable discount but excluding VAT) Contract Charges payable by the Authority (excluding VAT) shall be per the Rate Card as set out in Appendix A Pension will be charged and paid at 3%. Payment profile and method of payment As set out by the Authority in the attached Addendums Invoicing and Payment The Supplier shall issue invoices monthly in arrears. The Authority shall pay the Supplier within thirty (30) calendar days of receipt of a Valid Invoice, submitted in accordance with the provisions of the Framework Agreement and this Call-off Contract.
Sample 1
Service Helpdesk. The Supplier shall provide a service helpdesk which will be the first point of contact for all Authority enquiries and service delivery related issues. The service helpdesk shall be staffed by suitably experienced individuals who are familiar with the specified Services. Hours of Service Cover Cover required Monday – Friday [insert hours of cover required- typical would be] 09.00 – 17.30 Weekends and Public Holidays 09.00 – 17.30 Out of Hours 17.30 – 09.00
Sample 1
Service Helpdesk 
Sample 1

Related to Service Helpdesk

  • Helpdesk Customers must contact LightEdge Support to report service trouble or an outage with LightEdge Technical Support. LightEdge Technical Support will be available seven (7) days per week; twenty-four (24) hours per day; three hundred sixty-five days (365) days per year. LightEdge Technical Support provides support for network monitoring, trouble ticket resolution, and fault isolation up to the termination point of LightEdge provided Equipment. LightEdge Technical Support will accept trouble and outage related support calls from any customer representative. LightEdge will not perform any requested activity which may cause Service disruption or perform any changes to Service unless request is initiated by an Authorized Contact. LightEdge reserves the right to delay response on support tickets opened by anyone other than the Authorized Contact. Communication between Customer and LightEdge not initiated by Authorized Contact will not be subject to SLA remedies. All communications with Customer will be in the English language.

  • The Web Services E-Verify Employer Agent agrees to, consistent with applicable laws, regulations, and policies, commit sufficient personnel and resources to meet the requirements of this MOU.

  • Customer Service Support During the Term of this Agreement, VNDS will provide reasonable telephone and e-mail customer service support to Registrar, not Registered Name Holder or prospective customers of Registrar, for nontechnical issues solely relating to the System and its operation. VNDS will provide Registrar with a telephone number and e-mail address for such support during implementation of the Supported Protocol, APIs and Software. First-level telephone support will be available on a 7-day/24-hour basis. VNDS will provide a web-based customer service capability in the future and such web-based support will become the primary method of customer service support to Registrar at such time.

  • Network Resource Interconnection Service (check if selected)

  • Service Support In accordance with an agreed upon Statement of Work and SLA, the Services may include Service Provider’s standard customer support services (the "Support Services") in accordance with the Service Provider’s service support schedule then in effect, available at xxxx://xxxxxxxxxxxxx.xxx/msa (or a successor website address) or as otherwise set out in the applicable Statement of Work or SLA (the "Support Schedule"). Service Provider may amend the Support Schedule from time to time in its sole discretion. Customer may purchase enhanced support services (“Expertise on Demand”) separately at Service Provider’s then current rates, or as otherwise agreed upon in respect of such Expertise on Demand services.

  • Connectivity User is solely responsible for providing and maintaining all necessary electronic communications with Exchange, including, wiring, computer hardware, software, communication line access, and networking devices.

  • Configuration Management The Contractor shall maintain a configuration management program, which shall provide for the administrative and functional systems necessary for configuration identification, control, status accounting and reporting, to ensure configuration identity with the UCEU and associated cables produced by the Contractor. The Contractor shall maintain a Contractor approved Configuration Management Plan that complies with ANSI/EIA-649 2011. Notwithstanding ANSI/EIA-649 2011, the Contractor’s configuration management program shall comply with the VLS Configuration Management Plans, TL130-AD-PLN-010-VLS, and shall comply with the following:

  • Interconnection Customer Provided Services The services provided by Interconnection Customer under this LGIA are set forth in Article 9.6 and Article 13.5.1. Interconnection Customer shall be paid for such services in accordance with Article 11.6.

  • Interconnection Customer Compensation If the CAISO requests or directs the Interconnection Customer to provide a service pursuant to Articles 9.6.3 (Payment for Reactive Power) or 13.5.1 of this LGIA, the CAISO shall compensate the Interconnection Customer in accordance with the CAISO Tariff.

  • CUSTOMER SERVICE ACCESS The Competitive Supplier agrees to provide, or cause to be provided, certain customer services to Participating Consumers. Such services shall be reasonably accessible to all Participating Consumers, shall be available during normal working hours, shall allow Participating Consumers to transact business they may have with the Competitive Supplier, and shall serve as a communications liaison among the Competitive Supplier, the Town, and the Local Distributor. A toll-free telephone number will be established by Competitive Supplier and be available for Participating Consumers to contact Competitive Supplier during normal business hours (9:00 A.M. - 5:00 P.M. Eastern Standard Time, Monday through Friday) to resolve concerns, answer questions and transact business with respect to the service received from Competitive Supplier. The Town will post program-related information on the Town’s website which will be available to Participating Consumers for general information, product and service information, and other purposes.

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