Facsimile: N/A Email: sally.barber@dawsonbooks.co.uk User Support The Provider will: provide a point of contact for helpdesk and support services. Details of the Dawson Books Customer Service helpdesk are: Phone: +44 (0)1603 648 137 Email: enquirires@dawsonbooks.co.uk Website: www.dawsonbooks.co.uk In addition, each Purchasing Authority will have a dedicated Regional Sales Manager assigned, who will be available for assistance where required. respond to complaints from Purchasing Authorities within one (1) working day of receipt and provide confirmation of action to be taken within two (2) working days. respond to general enquiries from Purchasing Authorities within two working days of receipt. resolve and close 95% of all general enquiries within 18 working days. Regular updates on the progress of enquiries and ensuing actions will be provided to the Purchasing Authority. notify Purchasing Authorities of any duplication of content purchases within the same organisation at the time of order receipt. offer training in the use of Dawson online database and Books’ ordering system, DawsonEnter. Such training may be provided in person or via tele-conference, as required. Service Reporting The Provider will: attend Annual Service Review meetings with Purchasing Authorities where required throughout the duration of this Agreement. The
Facsimile: N/A Email: sally.barber@dawsonbooks.co.uk User Support The Provider will: provide a point of contact for helpdesk and support services. Details of the Dawson Books Customer Service helpdesk are: Phone: +44 (0)1603 648 137 Email: enquirires@dawsonbooks.co.uk Website: www.dawsonbooks.co.uk In addition, each Purchasing Authority will have a dedicated Regional Sales Manager assigned, who will be available for assistance where required. respond to complaints from Purchasing Authorities within one (1) working day of receipt and provide confirmation of action to be taken within two (2) working days. respond to general enquiries from Purchasing Authorities within two working days of receipt. resolve and close 95% of all general enquiries within 18 working days. Regular updates on the progress of enquiries and ensuing actions will be provided to the Purchasing Authority. notify Purchasing Authorities of any duplication of content purchases within the same organisation at the time of order receipt. offer training in the use of Dawson Books’ online database and ordering system, DawsonEnter. Such training may be provided in person or via tele-conference, as required. Service Reporting The Provider will: attend Annual Service Review meetings with Purchasing Authorities where required throughout the duration of this Agreement. The
06-NICE-framework-provider-agreement-lot-2-agents-dawson-print-books.docx