1  Introduction

1.1  Desktop Support Service ("DSS") is the provision of support to Users for Tickets assigned by the Helpdesk.  DSS is available during the Core Service Hours of the Site and, with respect to any Severity 1 Service Failures, shall also be available outside of these hours to the extent appropriate in order to enable applicable Service Levels to be met.

1.2  The Service Provider shall:-  

(a)  receive and progress Tickets assigned to DSS from the Helpdesk;

(b)  resolve Tickets within the agreed Service Levels; and

(c)  ensure the required information relating to the status of the Ticket is kept updated.