At the heart of the Gartman's support structure is a Help Desk to serve as the focal point between our customers and Gartman. The Help Desk, together with the DMS Liaison, form the critical Tier 1 of this support structure. The Help Desk's primary role is to provide a centralized point for the receipt of customer requests, and to ensure customer requests are processed efficiently. The Help Desk will process customer calls received via telephone, voice mail and facsimile from 8 a.m. to 5 p.m. Central Standard Time, Monday through Friday, weekends and holidays excluded. (Reference the 24-Hour Support Services section of this Agreement for a description of support services during non-standard business hours).
When possible, requests will be resolved at the Help Desk. When the Help Desk cannot resolve the call, it will be recorded to include a description of the problem, inquiry or service request. A unique identification number will be assigned for tracking purposes, and the call will be prioritized based on established prioritization criteria. The tracking number and priority will be communicated to the customer at the time the request is recorded.
Gartman has developed a call prioritization methodology aimed at objectively evaluating each call, and assigning a priority relative to its impact on mission critical functions. The Help Desk prioritizes all customer requests as Priority 1, Priority 2 or Priority 3:
||In general, these calls are limited to error conditions requiring prompt resolution of a problem affecting a critical business function (e.g., a system message requiring a response, a pricing problem affecting multiple customers, etc.).
||These calls include application errors or requests for assistance not affecting critical business functions (e.g., an intermittent printing problem, a request for instruction in using a system function, etc.).
||These calls represent requests subject to compensation, such as software upgrade, supplementary, training and documentation services requiring a service quote prior to initiating work. (Reference the applicable sections of this Agreement for a description of these services).
Customer requests not resolved at the Help Desk are processed as support or service calls by the appropriate Gartman personnel. The Help Desk oversees the customer request management process, and is kept abreast of the status of outstanding requests by the individual(s) responsible for its resolution. Gartman processes requests on a first-come, first-served basis within priority category. Routine progress reports are made on outstanding requests, and customers are notified upon resolution of a support issue.