Service Description

Authority Service Standard/Timescale provided to the Contractor

Technology Solutions Group Services

1.Availability

Help Desk and Front Line Support

8.00am to 6.00pm Monday to Friday

Available 100% of the time.

All calls to be answered within six rings, 90% of the time.

Voicemail messages answered within [2] working hours, 95% of the time.

E-mails actioned within 4 working hours of receipt, 95% of the time.

2.Password Administration

Setting up new passwords, resetting logins

Authorised log in requests actioned in [2] days, 100% of the time.

Resetting old logins within 2 hours, 95% of the time.

3.Data Network Management and Support

Provision of stable data network infrastructure

Network fault calls resolved in [1] day.

Network fault calls resolved within 4 working hours, 95% of the time.

Planned Maintenance classified as critical to the running of the network carried out to pre agreed schedules, 95% of the time.

4.Problem Resolution

Investigation, diagnosis and resolution of all faults on standard hardware and software

[Hardware] faults shall be fixed within [4] hours of call logged, 90% of the time.

[Software] faults shall be fixed within [16] hours, 95% of the time.

Application Support Services

I World Rents, Voids, Allocation, Estates, HMIS Archive but not First Benefits

Application Support

Fault Resolution - all work necessary to return the system to full functionality, except if this is the result of user error.

Routine Administration - all work necessary to ensure the continued running and availability of the system to the user.

Pro-active support - Notification to the Contractor of actions required to enable continued availability of the service (e.g. identifying requirement for additional disk space).

First Benefits

To the same service standard as provided to the Authority.

5.  New User ID

Rectification Period shall be [1] day from receipt of notification form

6.  Locked User / Forgotten password

Rectification Period shall be [1] day

7.  Wrong date entered on system

Rectification Period shall be [2] days

8.  Moving property within responsibility codes

Rectification Period shall be [1] day

9.  Standard report run

Rectification Period shall be [1] day

10.  Ad hoc report run

Rectification Period shall be [10] Business Days

11.  Service Availability

9.00am to 5.00pm Monday to Friday.

12.  Down Time - during office hours*

[8] hours of any Business Days (cumulative - not consecutive) per application every 4 weeks.