This excerpt taken from the GPS 10-Q filed Jun 9, 2009.
Supplier is responsible for providing the following training for new hires:
NA Stores Help Desk CSRs will receive * (*) * of training on (i) Supplier Help Desk policies and processes; (2) Knowledge Base usage; (3) telephone, pc and application operations; (4) call handling and escalation procedures, and (5) administrative responsibilities.
NA Stores Help Desk CSRs will receive * (*) * of Gap-specific training. This will be a training class that is substantially similar to the training that Gap provides to its own employees, and will include the following: (i) a general introduction to Gaps policies and typical equipment and software for the Covered Locations; (ii) user interface orientation; (iii) network orientation; (iv) data protection (backup and security); (v) network log on/off and general security procedures; (vi) Internet / Intranet access; (vii) changing passwords (network and email); (viii) accessing Software and communications; (ix) remote take over procedures (as applicable); (x) Gap applications; and (xi) how to recreate, troubleshoot and resolve end user reported problems using the Lab equipment.