PS Ref

Performance Standard

Performance Monitoring

Category

Response Period

Rectification Period

Monitoring Method

Performance Monitoring Period

Remedial Period / Remedy

Helpdesk

FM32

Sub-hubco shall ensure that the Helpdesk is available 24 hours per day, 365(6) days per year.

[Medium]

N/A

N/A

No failure to provide Helpdesk in accordance with this Service Level Specification and/or the Method Statements.

Daily

1 Business Day.
To commence as soon as Sub-hubco is aware that the Helpdesk is down.
Remedy: Restore the Helpdesk system and/or implement contingency arrangements and review the cause of the failure.

FM33

Sub-hubco shall review Helpdesk procedures and instructions for users biannually and, where these are updated, submit revised procedures and instructions to the Authority's Representative.

[Medium]

N/A

N/A

Review of records, procedures and instructions.

Bi-annually

3 Business Days.
To commence from the expiry of the due date.
Remedy: Reviewed Service procedures and instructions are provided to the Authority's Representative.

FM34

Sub-hubco shall ensure that Helpdesk Users and Authority Employees receive training with regards to the Helpdesk user instructions and are subsequently briefed on any retrospective changes.

[Medium]

N/A

N/A

Annual review of records.

Annually

3 Business Days.
To commence at the start of 2nd Business Day following the end of the Contract Year.
Remedy: Carry out training and update training records.

FM35

Sub-hubco shall agree a Service Report and Service Event categorisation and call logging protocol with the Authority's Representative and review this protocol annually.

[Medium]

N/A

N/A

Annual review of protocol.

Annually

3 Business Days.
To commence at the start of 2nd Business Day following the end of the Contract Year.
Remedy: Agree Service Report and Service Event categorisation and call logging protocol with the Authority's Representative.

FM36

Sub-hubco shall log all Service Reports. Sub-hubco shall record all relevant details, including but not limited to, the following information:

• Requester's/reporter's name;

• Date and time of Service Report;

• Location of Service Event (if applicable);

• Nature of the Service Report;

• Categorisation (priority);

• Response Period and Remedial Period/Rectification Period assigned to the Service Report;

• Unique report/request reference;

• Service Provider and contact name to which the request/report was passed;

• Date and time that the request/report was passed to the relevant Service Provider;

• Action taken to rectify or remedy including regular progress updates;

• Actual times that response and rectification were achieved; and

• Details of progress updates to requester/reporter.

[Major]

N/A

N/A

Monthly audit of helpdesk records.

Monthly

3 Business Days.
To commence at the start of 2nd Business Day following the end of the Contract Month.
Remedy: Records and reports are completed accurately and a process is undertaken to improve Staff training.

FM37

Sub-hubco shall generate an activity request report for each Service Report reported. The activity request report shall be communicated to the relevant Service Provider. Such communication shall be documented.

[Medium]

N/A

N/A

Monthly audit of helpdesk records.

Monthly

3 Business Days.
To commence from the expiry of the due date.
Remedy: Amend quality assurance processes and raise Staff awareness.

FM38

Sub-hubco shall inform the Helpdesk User as to the proposed course of action and Response Period and Remedial Period / Rectification Period allocated. The Helpdesk shall co-ordinate the appropriate response to all requests.

[Medium]

N/A

N/A

Monthly audit of helpdesk records.

Monthly

1 Business Day.
To commence at the start of 2nd Business Day following the end of the Contract Month.
Remedy: Amend quality assurance processes and raise Staff awareness.

FM39

Sub-hubco shall ensure that all Service Reports are signed as complete or otherwise by the [relevant staff representative].

[Medium]

N/A

N/A

Monthly audit of helpdesk records.

Monthly

5 Business Days.
To commence at the start of 2nd Business Day following the end of the Contract Month.
Remedy: Review Service delivery procedures and raise Staff awareness.

FM40

In the event of an Emergency, at whatever time, the Helpdesk shall assist in raising the alarm, reporting the incident to internal and external authorities, co-ordinating the response and logging the details.

[Medium]

N/A

N/A

Review of Emergency event.

Per occurrence

2 Business Day.
To commence on completion of review of Event.
Remedy: Review of service and contingency arrangements.

FM41

All telephone calls to the Helpdesk are answered by a human operator within 15 seconds.

[Medium]

N/A

N/A

Monthly inspection of call logging records.

Monthly

3 Business Days.
To commence at the start of 2nd Business Day following the end of the Contract Month.
Remedy: Review of Helpdesk to ensure sufficient resources are in place to meet the requirements.

FM42

Sub-hubco shall keep the Helpdesk User informed should delays occur with executing the response or rectification of a Service Event.

[Medium]

N/A

N/A

Monthly inspection of helpdesk records.

Monthly

3 Business Days.
To commence at the start of 2nd Business Day following the end of the Contract Month.
Remedy: Review and agree any changes to systems and procedures with the Authority's Representative.