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 document details the scope of services, which includes IT Service Management components such as Incident Management, Service Request Management, and Major Incident Management. It specifies the support structure, including 24x7x365 support for critical incidents and various methods for customers to log service calls. Additionally, it clarifies exclusions from the service scope, such as the absence of Microsoft 365 licensing provision and the non-customization of defined processes. The document also covers general terms, customer obligations, and the structured approach to transitioning the customer to the Managed Service Desk Services, detailing the phases involved in the transition project and the responsibilities of both Interactive and the customer throughout this process.