Service Desk Description

Outline Description The Service Desk is a service facility provided by eircom net, which entitles a user to telephone a service point nominated by eircom net in order to report any service problems and receive assistance in the resolution of any such problems. The Service Desk is a facility that is provided by eircom net to live users of the eircom net EDI tradefast service. Service Provided The Service is available between the hours of 8:45 AM and 17:45 PM, Monday to Friday excluding public holidays, all year round. It provides persons nominated by a user with the opportunity to report and discuss service problems as they may arise. All calls to the Service Desk are logged. Any service problem that a user may have with their use of the eircom net EDI tradefast service must be reported in the first instance to the Service Desk. The service provides, whenever possible, an immediate verbal response. However, it may be necessary on some occasions for an eircom net representative to call a user back, in which case eircom net will endeavour to call back within 45 minutes. If a resolution of a user problem is not available at that time, the eircom net representative will endeavour to confirm a revised timescale for the resolution as soon as possible. Resolution of the problem will be positively confirmed with a user by the eircom net representative. Operational Requirements The user's nominated representatives should have sufficient knowledge of the topic for discussion to be able to understand a reasonably explained response. They may be asked to provide more detailed information on a problem, in which case they must have the means at their disposal to do so. General The Service Desk facility is not designed to provide support to Users who:

• Require support on their Internet connection or browser software
• Are developing a new internal system interface, or
• Are effecting a significant change in their existing software or service set-up