Mobius Networks Ltd. Customer - Service Profiles

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2 Mobius Networks Ltd Customer - Service Profiles

3 Customer - Service Profiles Mobius Networks Process Documentation

4 Content Mobius Customer Services Profiles Service Profile Options Mobius Roles & Responsibilities What constitutes an Incident or Service Request? Flowchart of the Process Mobius Service Profile Charges

5 Mobius Customer Services Profiles Scope This document details the process of how customers establish which of the Support Profiles offered by Mobius Networks best suits their aftersales requirements. The document also contains details of the contents of each Service Profile and the differences between them. Process There will be four Services Profiles offered to customers. Bronze, Silver, Gold and Platinum. Each profile will offer a differing level of technical support and will have an annual cost associated to it, to reflect the difference. The pricing structure will be decided by the Managing Director and documented in the form listed in the References section of this document. Customers will be given the option to choose their Service Profile as part of their initial discussions with the Mobius Sales Teams and invoiced accordingly at the point of their first order. They will make their selection on the Mobius Customer Order Form.

6 Service Profile Options Bronze 1 st line support only This profile is the free BAU (Business as usual) selection. This gives customers the support currently provided by office based Customer Services. They can be engaged via the Helpdesk, or telephone. IT and Technical Sales may still be engaged if the problem is diagnosed as the responsibility of Mobius to resolve and it cannot be done directly by Customer Services alone. This will be a Mobius decision and the customer will not be able to request assistance directly from the 2 nd line support teams. Silver 1 st /2 nd line support This profile contains everything offered by Bronze with the addition of being able to engage with IT and Technical Sales for x5 specific requests or incidents. These will be routed by customer services who will assign a Helpdesk call to the 2 nd line support person who will work with the customer on the call. Additional incidents can be purchased under this Service Profile. Price details are documented in the form listed in the References section of this document.

7 Service Profile Options Gold 1 st /2 nd /3 rd line support This profile contains everything offered by Silver with the addition of being able to engage with IT and Technical Sales for x10 specific requests or incidents. Customers will also have x2 on-site visits. Helpdesk calls will be routed by customer services to the 2 nd / 3 rd line support person who will work with the customer on the call. Additional incidents can be purchased under this Service Profile. Price details are documented in the form listed in the References section of this document. Platinum 1 st /2 nd /3 rd line support This profile contains everything offered by Gold with the addition of being able to engage with IT and Technical Sales for an unlimited amount of specific requests or incidents. Customers will also be entitled to 24/7 support and unlimited on-site visits, where seen as necessary by Mobius Support staff. This Service Profile also includes Overseas Support where required. Helpdesk calls will be routed by customer services to the 2 nd / 3 rd line support person who will work with the customer on the call.

8 Mobius Roles & Responsibilities Managing Director and Sales Director Will approve all documentation and pricing regarding the Service Profile process. They will also be the highest point of escalation for any customer service issues. Sales Team Will assist the customer in selecting the best Service Profile for their requirements. This will be submitted via the Mobius Customer Order Form. If the customer wishes to change the Service Profile they have signed up to, the Sales Team will manage this amendment and obtain any additional payment required

9 Mobius Roles & Responsibilities Customer Services Will be 1 st line Support for Incidents and Requests and resolve where possible. If the incident/request requires intervention from a 2 nd line support group, a Helpdesk call is logged to either IT or Technical Sales to investigate further. If the customer is currently only using the free Bronze Service Profile, a decision has to be made whether the issue is the responsibility of Mobius to resolve. If it is, 2 nd line support will proceed. If not, the Sales Team should be engaged to speak to the customer about either transferring to a higher cover of profile, or to advise of the individual charge for their current incident/request. Customer Services will be responsible for keeping records of which customers are signed to what Service Profile. Customer Services will keep records of the calls customers have used from their allocation They will also notify The Sales Team member responsible when a customer needs to purchase additional calls or move to a higher service profile. Customer Services will be the initial point of escalation for any customer service issues.

10 Mobius Roles & Responsibilities IT Will be 2 nd Line support for any incidents or requests that cannot be resolved by Customer Services. IT will make the decision whether calls passed to them via the Helpdesk system warrant using one of the customer s allocation of support calls and inform customer services, so that the records of calls remaining can be updated for that customer. IT will liaise with Technical Sales if required and will be responsible for owning and updating the Helpdesk calls assigned to them, to provide a full audit trail from point of logging through to resolution Technical Sales Will be 3 rd Line support for any incidents or requests that cannot be resolved by Customer Services or IT. Technical Sales will make the decision whether calls passed to them via the Helpdesk system warrant using one of the customer s allocation of support calls and inform customer services, so that the records of calls remaining can be updated for that customer. Technical Sales will liaise with IT if required and will be responsible for owning and updating Helpdesk calls assigned to them, to provide a full audit trail from point of logging through to resolution.

11 What constitutes an Incident or Service Request? A B C An incident will warrant the use of one of the customer s allocation of support calls, if the fault is shown to have been caused by the performance of the host equipment on Section A. If a break in service is caused by a fault within Section B, this will be resolved without the use of a support call. All Service Requests for additions or changes to a customer s estate will require the use of a support call from the customer s allocation, unless agreed and documented with the Sales Team at time of order.

12 Flowchart of the Process 1 st line Support: Bronze Customer Access - Helpdesk, , and Telephone Support Team - Customer Services Support includes - unlimited support at this basic level 2 nd Line Support As Bronze + Silver Customer Access - Helpdesk, and Telephone. Support Teams Customer Services, IT Department and Technical Sales Additional Support - x5 incidents to be worked on by IT and Technical Sales Gold 3 rd Line Support As Silver + Customer Access Helpdesk, , and Telephone Support Teams - Customer Services, IT Department and Technical Sales Additional Support - x10 incidents to be worked on by IT and Technical Sales and x2 on-site support visits if required 3 rd Line+ Support - As Gold + Platinum Customer Access - Helpdesk, , and Telephone Support Teams - Customer Services, IT Department and Technical Sales Additional Support 24/7 support, Unlimited Incidents + Overseas Support

13 Mobius Service Profile Charges Service Profile Annual Charge Bronze Free Silver Gold 2, Platinum 5, Additional Incidents/Requests