Ensure that all technicians who are to provide on-site support possess the appropriate skills, training and experience to provide the Services.

Provide remote support for End Users who are frequent travelers, business travelers or permanent remote users (“Mobile End Users”).

Provide on-site to Mobile End Users while they are visiting PSP Service Locations.

Handle End User Incidents in the following way:

During local business hours:

• Contact the requester upon reception of an Incident;

• Attempt to perform troubleshooting over the phone;

• If remote resolution is not possible, arrange for and provide on-site support

Outside local business hours:

• Contact the requester upon reception of an Incident, phone call or email;

• Attempt to perform troubleshooting over the phone or dispatch them to the proper groups.

• If remote resolution is not possible, arrange for and provide next business day on-site support, either at La Boutique or at the requester’s physical work place, as appropriate to the circumstances.

Provide dedicated on-site technicians during Business Hours at Client’s Head Office to execute Incident resolution and Service Requests.

Support all Client personnel participants to a meeting/training session in a meeting room.

Support all participants non-Client EUDs attending meeting/training session in a meeting room (best effort for resolution, but response time follows the Incident classification.

Support all EUDs and hardware meeting rooms, if Third Party interventions are required for room equipment anomalies and/or failures, open and coordinate Incident calls and activities on behalf of Client.

Perform, on a weekly basis, meeting room check and apply preventive maintenance. If Third Party interventions are required for room equipment anomalies and/or failures.

Open and coordinate Incident calls and activities on behalf of Client.

Provide to Client evidence that weekly preventative maintenance has been performed in meeting rooms.

For temporary needs, such as training or special projects, provide End User with End User Devices as requested by Client.

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