Formal title: Amendment to SSL330 "National Support Services" relating to response times (Table 2)
Table 2 “Call Progress Response Times” of SVAA SSL330 requires the SVAA to respond to incidents within given timescales. Part a of Contract Change Notice 079a provides a derogation for the SVAA against the timescales specified in the “Follow-up Calls to Caller” column within Table 2. The derogation requires that the SVAA agrees the follow-up time with the caller.
It is proposed that the SSL is modified to reflect the derogation and that the derogation is consequently withdrawn.
This CP was implemented