Service Desk

Compliance & SLA

• Start here Understanding SLA Targets and Response Times
• Business Hours and Holiday Schedule
• EBSI Node Operator Compliance Checklist

EBSI Building Blocks

• EBSI Building Blocks Overview

Incidents & Changes

• ITIL Change Management Process
• ITIL Incident Management Process at Europeum EDIC
• Incident Severity Levels and Response

Integrations & Conformance

• Start here Accessing the EBSI Conformance Testing Environment

Service Requests

• Start here How to Reset Your Help Center Password
• Start here How to Track Your Support Ticket
• Agile Service Delivery at Europeum EDIC
• How to Request a Feature or Enhancement
• How to Submit a Bug Report

Master Service Arrangement (MSA)

• What is the Master Service Arrangement (MSA)?
• The 5 MSA Terms

Help Desk — Service Offering Description

• EBSI Help Desk — Service Overview
• How to Contact the EBSI Help Desk (SPOC)
• The 6-Step Help Desk Process
• Roles & Responsibilities (RACI)
• Help Desk Terms & Conditions

Privacy & Data Protection

• Start here Support Service — Privacy Notice
• Start here Compliance Documents & Resources
• EUROPEUM-EDIC Help Desk — Privacy Notice
• EBSI Website — Privacy Statement
• EBSI Contact Points — Privacy Statement