Service Type One

Touch is to receive fault call requests from Company X electronically via systems OTI link and carry out the task identified within the information on the fault call. (I.e. 'Exchange till printer at a Spirit Group site by close of business the next day). The information to be provided by Company X MUST include:

• Customer reference
• Customer Name
• Full customer address (including full post code)
• Contact Name on site
• At least one contact telephone number
• Hours of access to customer site
• Item description declared as faulty (with serial number / till number etc where possible)
• Diagnosis of how to remedy the fault (i.e. exchange till printer)
• Confirmation of part availability
• Where the part is to be collected from Milton Keynes or nearest FSL)
• When the fault must be completed by (SLA)
• Any other useful information that will assist in completing the required activity.

The service options on 'Generic Break Fix' are:

• 'Like for Like' exchange - old and new product are identical
• 'Uneven' exchange - new product is different (but compatible to) to old product
• De-install / removal only
• Installation only

The service delivered by Touch is broken down into three areas:

• Field Support Activity
• Stock Management
• Management Information / data

Field Support Activities

• Integrated call management via an OTI Link
• Provide flexible resource to deal with peak demands.
• Delivery over 95% SLA on individual accounts
• Manage DOA, FOF to ensure overall SLA is achieved
• Flexibility to collect spares from multiple locations as usage requires.
• Provide resource with a technical knowledge to minimise spares usage
• Ability to give real time updates via the OTI link.
• Ability to handle and track stock.
• Engineers to represent themselves as Company X
• Ensure all engineers are trained to the correct level and have up to date process and procedures includes and tools and software required.

Stock Management

• End to end management of stock provided by Company X.
• Daily collection of stock replenishment from Milton Keynes.
• Daily return of parts used from the previous day to Milton Keynes
• Ensure all engineers carry out Kit audits as required.
• Train engineers on process and documentation for spares and take ownership of this.

Management information / data.

• The ability to provide a professionally managed IT integration with Company X Services' IT systems via an OTI link
• Secure Internet Web based system that provides real time tracking of spares (knowing where they are and at what stage in the process) visible to Company X Service.
• Management information by Customer Account, to identify individual problem areas.
Accurate quality statistics and information on daily performance.