ServiceDeskDesktop/Server Technical Services
The Desktop/Server Technical Services will be provided to customer users on a eight (8) hour per day, (9 a.m. through 6 p.m. Hong Kong Time) six (6) days per week basis (excluding Sundays and public holidays) with emergency after hour beeper support. Desktop Services will be provided for all in-scope desktop/laptop/server units, and printers at all agreed to customer site locations. Hardware maintenance requests will be logged and tracked..
MMe will perform the following functions with respect to in-scope equipment:
• Respond to trouble tickets reported by customer when the problem is determined to
be a Hardware or Software maintenance problem.
• Install and configure standard desktop/server Hardware and Software.
• Repair or replace in-scope equipment, either directly or through a third party
warranty provider, as the case may be.
• Troubleshoot and repair in-scope equipment not covered by manufacturer’s warranty
(spare parts are not included).
• Identify areas of possible expense reduction and implement only with customer’s
approval.
• MMe will coordinate, manage, and track all repairs, installations and/or services
provided by Third Party Providers. .