Helpdesk

7.5  The Helpdesk forms a key part of providing an integrated system to support the monitoring and reporting of performance. To achieve this the Helpdesk must operate 24 hours a day 7 days a week. To ensure the Helpdesk is capable of supporting the payment mechanism the Helpdesk operatives must be able to record:

•  each potential instance of Unavailability and Service Performance Shortfall in a log;

•  a unique identifier on a sequential basis for each record in the log;

•  the identity or staff number of the individual notifying the Helpdesk;

•  a description of the problem that has been reported to the Helpdesk;

•  whether in the Contractor's assessment the reported service failure has resulted in an instance of Unavailability or Service Performance Shortfall;

•  the location of the Unavailability or Service Performance Shortfall;

•  the required action that the Contractor is taking to rectify the Unavailability or Service Performance Shortfall;

•  the Logged Rectification Time;

•  details of notifications provided and communication with the contract management team (or other authorised Authority representatives) about resolution of service failures;

•  instances where Temporary Alternative Accommodation has been offered where the Contractor cannot reasonably in the circumstances remedy the Unavailability or Service Performance Shortfall within the required timescales;

•  the Contractor's plans for remedying the Unavailability or Service Performance Shortfall and the estimated time that either Temporary Rectification or Permanent Rectification will be achieved;

•  any other information necessary to meet the monitoring and reporting requirements.