Support Team Service Level Agreement
This article explains the details of an agreement between a support team and their customers, including service level targets and customer responsibilities.
Written by Rachel Evans
Updated at June 14th, 2023
Table of Contents
SUPPORT CALL CATEGORIES
TSL telephone support service is provided under one of the following categories:
| * | Office hours support, between 9.00am and 5.30pm Monday to Friday, excluding statutory bank holidays. |
| ** | Extended 5 days support, between 7.30am and 6.30pm Monday to Friday. |
| *** | Monday to Friday, between 7.30am and 6.30pm and Saturday between 7.45am and 1.00pm. |
| **** | Monday to Friday, between 7.30am and 6.30pm, and Saturday between 7.45am and 1.00pm, and Bank Holidays between 9.00am and 1.00pm. |
| All other hours are by negotiation. |
SERVICE LEVELS
All calls logged with the Support Desk will be responded to within one hour, during contract hours.
A. High Impact/System Down - issues that keep customer from being able to purchase or sell products, manage inventory, or update records using the system. TSL target same day resolution. If the issue lasts more than 2 business days, TSL will credit the equivalent of 5% of a month’s system subscription, limited to 20% in any one month.
B. Medium / Low impact – Issues affecting limited users or functionality that is not critical to the execution of customer business. There is a target to resolve Medium/Low Impact calls within 5 working days of being logged, after which they will be classified as late, and taken into review of the quality of service being provided.
USING SUPPORT SERVICES
Whilst implementing system the customer’s first point of contact will be the Project Team.
If any member of the Project Team is not available, the customer will have access to the Ten-25 helpdesk service.
The customer should raise a “call” for questions about how to use the system, need help or have issues with using the system. There is no limit on the number of calls that can be logged by the customer.
The customer can email support enquiries at any time, but the support team will only work on them within licenced service hours.
How to log a call with helpdesk
HOW TO LOG A HELPDESK CALL:
| 1. | Either call 01202 893693 or email support@ten-25.co.uk with as much information as possible on the assistance required. |
| 2. | A call will be logged on the TSL helpdesk system, and issued a call number. |
| 3. | The customer can request a specific support engineer, but TSL cannot guarantee the time they will get back to you. |
| 4. | If the call is deemed High or ‘system down’ – that you do not have access to the system, or key functions such as document generation is not working, a support engineer will be connected immediately or call back within 10 minutes. |
| 5. | For all other calls, a support engineer will aim to call back within one hour. |
| 6. | If they are unable to resolve the issue, they will either do additional work, or escalate it to a more experienced support engineer. |
| 7. | We target to resolve over 95% of all calls logged within one working day of being logged – See Service Levels Section (page 1). |
| 8. | For Saturday & Bank Holiday service TSL assist with High/’system down’ calls only, with more general enquiries being picked up the following working day. |
| 9. | If the nature of the call is best resolved with a longer training session, your support engineer will book in a time with you for that to be done, though it may not be on the same day the call was logged. |
| 10. | If the customer has concerns, complaints, or other comments, they can speak to our Services. Manager (Mark Gerrard) through the helpdesk number, or email him at markgerrard@ten-25.co.uk |
YOUR OBLIGATIONS
| 11. | The Customer may use the Programs only under the operating environment as is supplied by TSL to the Customer. |
| 12. | If the Programs cannot be used with the AWS Container because that processor is not available, the Licence will be deemed to be temporarily extended without additional charge to use with any other TSL processor until availability of the AWS Container or remedying of the failure. |
| 13. | The Customer shall supervise and control the use of the Programs according to the terms and conditions of this Licence and shall also ensure that trained staff use the Programs taking account of advice and recommendations from TSL. |
| 14. | The programs and data are backed up daily overnight. When a backup is restored, the customer will check the accuracy of data together with such other necessary procedures to re-enter missing records. |
| 15. | If the system is offline the customer will maintain alternate records to re-enter when the system is next available. |