A hosted ticketing solution with ongoing maintenance and support services
key details
| Value | £280,000 |
|---|---|
| Status | complete |
| Category (CPV) | 48331000 +3 more |
| Region | South West |
| Deadline | 24 Jan 2019 |
| Contract start | 30 Apr 2019 |
| Contract end | 30 Apr 2024 |
| Procedure | open |
| SME suitable | Yes |
| OCID | ocds-b5fd17-7e517ffc-04c8-4b4f-809e-77013cf85cc8 |
Award
| Supplier | Value | Date | Status |
|---|---|---|---|
| Alemba | £169,949 | 12 May 2019 | active |
description
The Customer Support System shall contain a knowledge base to enable support staff to quickly identify known fixes. This shall also be made available to customers on an online portal so that they can search for a solution to their issue before submitting a ticket. If customers need to submit a ticket then this shall be done in one of three ways: 1. By telephone with support staff manually entering ticket details into the system; 2. By email with the email content being automatically converted into a ticket within the system; 3. Through adding request details within an online portal to create a ticket within the system. All tickets shall be given a prioritisation and added to a queue for the support staff to process. Once a ticket has been resolved, support staff can record the resolution on the system and send out templated emails to customers using the systems email functionality. All resolved tickets then form part of the knowledge base.
documents
- https://www.contractsfinder.service.gov.uk/Notice/13b3a5e1-693c-4bdc-9075-995217774174 , tenderNotice
Documents are linked, not mirrored. They are served by the publishing authority and may require registration.
notice history
1 notice published against this procurement.
| Published | Type | Regime | Notice |
|---|---|---|---|
| 5 Sept 2019 | Award update (awardUpdate) | · | 55f64156-b94b-4ee5-849e-fa5906ec1561-312179 |
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source
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