Ref PS

Service Requirements

Performance Standard

Monitoring method

Performance monitoring period

Performance Failure Category

Rectification Time1

Remedial
Period

27

The Helpdesk will be available and permanently staffed [24 hours per day, 365(6)] days per year to respond to all Ad Hoc Service Requests or Faults reported.

Helpdesk is not staffed at any point in time.

1,2,3

D

28

The Service Provider will provide a Helpdesk facility to allow Service Users to report Faults and to make Ad Hoc Service Requests.  The Helpdesk will facilitate a response to Ad Hoc Service Requests within specified timescales. The Service Provider will agree with the Authority Representative a call category protocol (i.e. Emergency, Urgent and Routine) that enables the Helpdesk operator to determine automatically the category for each Ad Hoc Service Request made. Helpdesk Staff will be trained to classify all Faults in accordance with the Performance Failure Category specified in the Services Specification.  Action taken by the Service Provider in response to reported Faults or Ad Hoc Service Requests must provide correct deployment of support to resolve the issue in accordance with the requirements of the Services Specification.

Events reported have not been categorised according to agreed protocol.

1,3

PR

29

The Service Provider will notify all Service Users of the Helpdesk facility and provide comprehensive instruction as to how Ad Hoc Service Requests can be made and/or how Faults should be reported in terms of level of detail and categorisation of priority.

Helpdesk information and training has not occurred as agreed with the Authority Representative.

1,3

A

30

The Helpdesk will answer all telephone calls within 15 seconds.

Helpdesk calls are not answered within 15 seconds.

1,2,3,4

PR

31

The Service Provider will log all Ad Hoc Service Requests made and Faults reported and record all relevant details, including but not limited to:

(a)  requester's/reporter's name;

(b)  date and time;

(c)  location;

(d)  nature of the Ad Hoc Service Request/Fault;

(e)  action required;

(f)   categorisation (priority);

(g)  service response and Rectification Times;

(h)  unique request reference;

(i)  action taken; and

(j)  actual response and Rectification Time achieved.

The Service Provider will generate a report for each Ad Hoc Service Request and Fault reported which will comply with any notification and reporting procedures required by the Payment Mechanism.  The information logged with the Helpdesk will not be amended.

Records are not complete and up to date.

1,2,3,5

PR