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Support Service Levels
| Call
Priority |
Service
Level Acknowledgement |
Service
Level Initial Response |
Service
Level
Resolution |
| Urgent(System
Inoperable or critical business process unavailable company
wide) |
Phone/Email
–
80% within 1 hour |
80%
within 2 hours |
80%
within 4 hours of
initial response
(6 hours total) |
Standard
(All other problems) |
Phone/Email
–
80% within 1 hour |
80%
within 4 hours |
80%
within 4 hours of
initial response
(8 hours total) |
Prioritising Support Calls
Priority Levels
Quay Software Support will agree the priority level with
the client based on the description of the problem raised
by the user as follows:
| Severity
Level |
Classification
/ Business Impact |
| Urgent |
System
inoperable or critical business process unavailable company
wide |
| Standard |
All
other problems |
Whilst Quay Software Support will accept the priority requested
by the client, if it appears that calls are being incorrectly
prioritised then we will review with the client how calls
are being prioritised and if necessary determine the priority
of future calls on their behalf.
Changing Support Call Priority
If the user notifies Quay Software Support that there has
been a change in the nature of the problem then Quay Software
may decide to modify the priority level.
Notes
1. Hours are business hours
2. Hours are additive (e.g. total time to resolve 80% of Urgent
call is 6 hours)
3. Service Levels do not include bug fixes or feature requests
which are subject to new software releases.
4. Service Levels do not include diaried calls, whereby progress
is dependent on the client (e.g. information or availability)
5. These Service Levels are for guidance only and are not
contractually binding.
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