1 Capita SIMS Partner Development Support Charter 2013 Last updated 17/10/2013
2 Support Charter Customer Charter Introduction As an MIS provider, we are very much aware of the need to offer both efficiency and value. We are also extremely conscious that we are dealing with people and therefore our services must be courteous, helpful and professional. This charter for SIMS SQL Technical Partners outlines our promise and commitment to you. We constantly evaluate ourselves against this charter and strive for constant improvement. Contracted Partners can access support services online by following the steps below: 1. Log into SupportNet. 2. Hover over the Web Support top-menu item. 3. Select Case Log. 4. Select Solution Search 5. Select Support Training Datasets As Capita Children s Services develops its solutions and customer base, we are increasingly being asked if we follow any industry standard frameworks for support. Our internal support processes do follow the ITIL V3 frameworks and we follow the appropriate naming conventions in line with those guidelines. We obviously need to engage our customers in this process, but appreciate that we have an historical naming of support interaction with us which is Cases. To accommodate both the ITIL requirement and our continued positive relationship with our customers, the word Case will remain as your first interaction with us, but you will then be presented with which type of Case that will be: An Incident = a service interruption, software not behaving as expected. Service Request = configuration changes, new account set up, password resets or training/consultancy requests. Enquiry = Requests for information, how do I s. Change Request = request for functionality to be enhanced in the product. This minor change in our processes will be more prevalent when we introduce our new Service Portal which is aimed for Summer Currently there should be no changes in how you log Cases with the respective Service/Support Teams. Should you have any questions about this clarification, please do not hesitate to contact us using the escalation paths shown later in this charter. Contents The following pages provide details of the charter for our licensed software customers including: Web Support how can it help you? Product Development Contacting the Partner Development Support and helpdesk Teams What can you do to support faster resolution? How and when can you expect a response from us? Our Key Performance Indicators (KPIs) Checking the status of your support case Our process for resolving support cases How we handle customer data in accordance with the Data Protection Act 1998 What to do if you have a complaint or commendation. Web Support how can it help you? A number of useful tools can be found within Web Support, which can be accessed by visiting Solution Search Solution Search can be used to obtain an immediate solution to any issue you may have. All cases that are reported via our Service Desk, along with their solution, are published in our Knowledge base. This means that you can search for a solution 24 hours a day. Case Log If a solution cannot be located, you can also log a support case directly with our Service/Support Teams. This case (and any associated solution) can then be viewed online using the Web Support facility, which can also be used by customers to add notes to the case. Partner Zone A service which will be refined as part of the new Service Portal in Spring The service will provide partners subscribed to our support service access to: Technical Documentation Guidance Documentation Technical Announcements Technical Product updates General Partner Resources
3 Support Charter 2013 Product Development SIMS/ONE Roadmap Access to the online SIMS / ONE Technical Roadmaps. The Technical Roadmap is provided to keep you up-to-date with Capita s plans in regards to future product enhancements and developments. This is provided as a live document that is continually updated throughout the year. New Product Notification New product developments will be notified to all Partners at least 3 months in advance where possible. Notifications may take the form of a discussion directly with those Partners who share a common interest or via mailings or postings to our Partner Zone area on SupportNET. Contacting the Partner Development Support & Helpdesk Teams Our Web Support facility is the best way to contact us because it enables us to focus our resources more effectively on investigating customer issues. You may even find a solution immediately without having to log a support case. Opening Hours (UK Time) :00 Mon Thurs, :30 Fri However, you can contact us in any of the following ways. By using our Web Support facility at By to By fax for SIMS on +44 (0) For SIMS by telephone on +44 (0) or Partner Development Support on +44 (0) By letter at Franklin Court, Priory Business Park, Bedford MK44 3JZ. What can you do to support faster resolution? There is no need to call us for the latest updates regarding your support case; you can view the status of your case using Web Support at any time. If you do need to call the helpdesk, please have as much information as possible about yourself ready at the time you make the enquiry because this will help our team to deal quickly and efficiently with your enquiry. There are three pieces of critical information we require: Your name, the name of your organisation and your postcode. Please quote these in any communications with us. If you are contacting us regarding an existing case, please quote the case reference number. How and when can you expect a response from us? When you log a support case with us using Web Support, this will be picked up within 1 to 2 working day. We will aim to resolve your query immediately but if this is not possible, your query will be referred for investigation. The time needed to carry out this investigation will depend on the complexity of the issue. It may be necessary to ask you a few questions in order to establish additional information or even to request a copy of the data for further investigations. Our Key Performance Indicators (KPIs) Our Customer Support Teams will aim to resolve cases according to their Priority and impact on the running of the school or Partner Service: Priority Level Priority 1 Urgent Priority 2 High Priority 3 Medium Priority 4 Usage Priority 5 Change Request Situation Business object failure. Malfunction with critical impact to a Partners Business Process. Legal/Financial implications. Business object availability. Partner is unable to complete interfacing needs due to restrictions or limitations on available business objects / API s An issue that does cause a significant impact to business but a work-around or manual process is available. Assistance or guidance is required on service/system/hardware. Minor Software queries. Improvement or functional change required to enhance client s day to day usage of the system and accompanying modules. Some Examples o Change to a public interfaces/api without advance warning. o No current Business objects/api s available to complete read or write access for CORE areas. o I can get the data from the reporting service but would ideally like a code based interface to compliment my current development method. o How do I s. o Which Interface can I use to read or write data to? o Change or addition to a Partner Business Object eg: ThirdPartyProcess.dll NOTE: The resolution may take many forms, namely advice, a patch, workaround or confirmation of a fix/code change to be included in a future release. Priority 5 cases will be referred to the Product Manager for consideration and inclusion for discussion at Software Consultancy Groups, as required.
4 Support Charter Priority Acknowledgment* Response/Fix time** 1 Within 4 working hours Within 5 working days 2 Within 1 working day Within 10 working days 3 Within 1 working days Within 10 working days 4 Within 1 working days Within 10 working days *Acknowledgment Means the case creation of an Incident type concerning SIMS and or any Business Objects/API s or service queries. Case creation of a Case ID is available to customers via Web Support and is the confirmation and acknowledgment of their recorded request. During the acknowledgement process, our staff will review the case for priority and ease of response. *Response time Is the time taken to provide the Customer a directed response against their logged Case ID. The response can form part of an or telephone response, direction to a current KB solution, supply of documentation, supply of code samples, face to face meeting or confirmation in regards to an agreed approach or internal escalation/referral. *Fix time Delivery of a fix that resolves a logged Incident such as a SQL patch to an interface which can be provided to mutual customers. Agreements to provide a fix in a future release. Agreements to provide Business Objects/API s in a future release where a current Interface is unavailable. Production of documentation to help support a request e.g. request for interface code example. Feedback if the query requires additional time to resolve. Where a query requires deeper investigation/research or escalation and results in the response or fix times not being met. Our process for resolving support cases Please see the following flow chart for a brief outline of our process once a suggested solution has been issued in relation to a support case Service/Support Desk Analyst contact customer with a suggested solution. YES Case is removed from the Resolved status and referred back to Analyst for further action. Service Desk/Analyst investigates further Case marked as Resolved. Any contact from customer within 10 working days? NO Case is automatically closed (but can be re-opened if it spans a school holiday). Checking the status of your support case Whilst your case is with the Service/Support Desk, any updates will be added as a case note, which can be viewed as standard, using Web Support. However, if your case has been referred to the Escalation Team for further investigation, updates will be added to the solution. These updates can be viewed by clicking on the KB number in the Solution Ref column when viewing your list of open cases via Web Support Case Log.
5 Support Charter 2013 The Partner Development support team will not accept school data provided via partners to ensure that data protection rules are complied with. In some circumstances we may ask a partner to get their school customer to log a case with us in order to allow us to comply with our own data protection policies. In this case the Partner Development support team would need to obtain the school s permission (data owner) prior to discussing any outcomes with the partner initiating the case. If this is not granted, responses would need to be made via the school concerned. Sample data sent to us by partners to demonstrate an issue MUST NOT contain any real data What to do if you have an escalation, complaint or commendation If you are happy with the service you have received, please tell us. It helps us to identify good practice and encourages our staff. If you are unhappy with our service, please let us know so that we can investigate and work on improvements. Please contact our management team at: where our team will log and progress your complaint. The relevant individuals and teams will then be responsible for providing you with appropriate answers or service improvements. The Partner Management Team will own your complaint until its resolution Should you wish to escalate any issue relating to the service you receive, whether it is a compliment or complaint, please contact the relevant Team Leaders, followed by the Service Manager s: SIMS / ONE o Kam Bains Partner Service Manager on +44 (0) / +44 (0) or o Andy McGowan Head of Partner Development Support on +44 (0) or In the unlikely event that your issue remains unresolved, please contact David Grashoff (Head of Partner Management) on +44 (0) or +44 (0) or Capita Children s Services Franklin Court Priory Business Park Bedford, MK44 3JZ
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