Guidelines for Delivering as One in ict at the Country Level



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ICT-Guidance-on-Delivering-as-ONE-at-Country-Level-March-2014-final-1 (1)
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.

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