3  Ticket Management

3.1  The Service Provider shall provide Ticket management such that:

(a)  all Tickets are managed to closure, including logging, performing initial problem diagnosis, prioritising and tracking Tickets in accordance with the procedures agreed with the Authority;

(b)  Users are updated on the status of their Ticket(s) in accordance with the Service Levels;

(c)  all Tickets that, following initial problem diagnosis, cannot be resolved at the Helpdesk shall be assigned, without delay, to the relevant Resolver Group; and

(d)  where Tickets can be resolved remotely, the Service Provider shall resolve them using a combination of remote takeover and discussion with the User provided that all remote takeovers shall require the explicit prior consent of the User.