1.  Supplementary

The Contractor shall obtain ICT support from its own help desk in respect of the following functions:-

1.1  a call to Contractor's IT helpdesk will be logged on the helpdesk system and a call reference number allocated;

1.2  if the problem is on the Authority system then the Contractor's helpdesk will initiate a call to the Authority helpdesk;

1.3  the Authority call reference number will be logged as an external reference number of the Contractor's system so as to assist the monitoring and tracking of the call;

1.4  Contractor's helpdesk will liaise with Authority's helpdesk to ensure that the call is handled in an efficient and seamless manner.

2.  The Contractor shall contact its own help desk prior to contacting the Authority's Application Support help desk.

3.  The Authority shall enter into a Service Level Agreement with the Contractor for ICT services on terms no less favourable than those provided to other departments within the Authority.

4.  The Authority shall comply with the Service Level Agreement with the Contractor for ICT services to no lesser standard than it complies with Service Level Agreements provided to other departments within the Authority.