1 PSN Services Service Descriptions - Government Procurement ...

and technical knowledge, for the purpose of resolving the maximum number of service requests
remotely and during first call.
Agents receive and record calls, handle inquiries and complaints, monitor event data from the
proactive monitoring systems, perform initial fault diagnostics and resolution attempts, transfer
incidents to on-site resources, field engineers or the 2 nd line support of the MSC or 3 rd line support from
the advanced technical resolver groups as required. They also manage SLA-based escalation, and
communicate the progress and status of service requests to the Customer’s IT staff.
Logicalis utilises field engineer resources, in those cases where incidents require on-site remediation
and/or part replacement. Logicalis generally gain remote access and perform remote 2 nd line diagnosis
prior to dispatching field or on-site resources. Where local attendance is required, then Logicalis’ field
engineers are deployed.
In addition, Logicalis manages all third parties under our contracted management, and provides
cross-boundary communication where necessary.
Logicalis is responsible for notifying the Customer of the incident reference number, and entering
updates on the Logicalis service management system regarding the status of the incident.
Following resolution of the fault giving rise to an incident, the Logicalis Service Desk is responsible
for obtaining the Customer’s confirmation of service restoration. Logicalis records who, at the
Customer, agreed that the fault had been resolved, in the call log comments. The log is then closed.
If Logicalis diagnoses that an incident relates to equipment that is not managed or supported by
Logicalis, we either inform the Customer, or manage with the problem through the relevant third party
resolver group (where contractually agreed as part of the scope of the Service).
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