Customer Support Details of how to contact the Service Desk, the hours it will be available, and what to do outside these hours to obtain assistance (e.g. on-call support, third-party assistance etc. May include reference to Internet/Intranet Self Help and/or Incident logging. Call answer targets (no of rings, missed calls etc. Targets for Incident response times (how long will it be before someone starts to assist the Customer – may include travelling time etc. Definition is needed of response – a telephone callback to the Customer Ora site visit – as appropriate.
