5  Helpdesk Facility

5.1  The Reception Helpdesk shall also operate a helpdesk facility and respond to User requests or complaints within the specified timescales and in accordance with the provisions of Part 2 of the Payment Mechanism.

5.2  All requests or complaints from Users that constitute Events shall be classified and/or logged as required by the provisions of the Payment Mechanism.  All Staff working at the Reception Helpdesk shall be trained to assess the correct classification of all User requests or complaints and shall be familiar with the relevant requirements of the Payment Mechanism.

5.3  The Contractor shall respond to:

(a)   all Events within the appropriate Containment Time and/or Rectification Time;

And

(b)  all Ad Hoc Service Requests within the time specified in the Services Specification or, if no time is specified, within a reasonable time.

5.4  All Events shall be recorded and shall include the following information:

(a)  requester's/reporter's name;

(b)  date and time of the Event or Ad Hoc Service Request;

(c)  Zone/location of the Event or Ad Hoc Service Request;

(d)  nature of the Event or Ad Hoc Service Request;

(e)  response required;

(f)  categorisation;

(g)  relevant Containment Time and Rectification Time;

(h)  unique request reference;

(i)  action taken; and

(j)  actual time taken to Contain or Rectify the Event or to respond and complete an Ad Hoc Service Request.