4  13Resolver Groups

4.1  For Non-Service Provider Resolver groups, the Service Provider shall:

(a)  put a Document of Understanding (DoU) in place with each Non-Service Provider Resolver Group, detailing the service levels the Non-Service Provider Resolver Group agrees to be measured against. (e.g. response time).  The DoU shall also include the process and frequency for updating the Helpdesk, the escalation names and process that shall be followed with the Non-Service Provider Resolver Group, relevant hours of service commitments to the Authority, and Ticket closure requirements consistent with the Helpdesk procedure;

(b)  assign Tickets to the appropriate Non-Service Provider Resolver Group and track the Ticket via the updates provided by the Non-Service Provider Resolver Group as specified in the DoU;  

(c)  where a Non-Service Provider Resolver Group fails or appears likely to fail to achieve the agreed service levels the Helpdesk, follow the appropriate escalation procedure as stated in the DoU, in order to proactively expedite resolution; and

(d)  report on the performance of Non-Service Provider Resolver Groups against the service levels agreed in the DoU.

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13  Resolver Groups is the term used here for support provided by people with deeper technical knowledge on specific products e.g. SAP. The Helpdesk Agents may in some situations need to pass calls to Resolver Groups for resolution.  Depending on the other support arrangements the Authority has in place the Service Provider may be referring these issues to other members of the Service Provider's organisation, to members of the Authority's IT team and/or third parties (e.g. to SAP) and there may be more than 1 third party service provider on Site supporting the resolution of issues.