2  Service Requirements

2.1  The Helpdesk Service shall be a manned facility receiving, logging, responding to verbal, telephone, e-mail and facsimile and shall form the day to day notification interface between the Authority and the Service Provider in relation to the following:

•  all queries, complaints and requests relating to the Services;

•  notification of Ad Hoc Service Requests;

•  notification of Faults; and

•  notification and co-ordination of emergencies,

from any of the Service Users.

2.2  The Helpdesk shall act as a single point of contact for all Ad Hoc Service Requests and reporting of Faults and shall be available on a [24] hours a day [365(6)] days per year basis.  The Helpdesk shall be responsible for managing and co-ordinating the responses to Ad Hoc Service Requests and report Faults and the Service Provider shall deploy the correct support to resolve the issue.

2.3  The Helpdesk Service will operate at all times in accordance with the Helpdesk Service Delivery Plan.