Managed Service Desk Services Description

This document is a Service Description for Managed Service Desk Services provided by Interactive Pty. Limited. It outlines the terms governing the provision of these services to the customer as specified in the relevant Service Specification. The Managed Service Desk Services include IT Service Management, which encompasses Incident Management, Service Request Management, Major Incident Management, and Asset Inventory Management. The document details the support structure, including 24/7 support for priority incidents and various methods for customers to log service calls. It also specifies exclusions from the service scope, such as the lack of Microsoft 365 licensing provision and customizations to the incident management processes. Additionally, the document describes the transition project approach, including phases from kickoff to service setup and operation, along with general customer obligations and assumptions necessary for effective service delivery. The document serves as a comprehensive reference for both Interactive and the customer regarding the Managed Service Desk Services.