Support Service Level Agreements

Transcription

1 Support Service Level Agreements

2 Our commitment to you This Service Level Agreement (SLA) identifies what Newedge customers can typically expect from us with regard to day-to-day online application and website support. It specifies the services and commitments of Newedge and the expectations and obligations of the client. Newedge s standard terms and conditions for the supply of hosting services are also applicable to clients to whom Newedge also provide infrastructure services. If you do not have a support agreement in place with Newedge, adhoc support will be billed at our standard hour rate with a minimum booking for 30 minutes per support request. Included in monthly support contract: All fixes relating to accepted functionality / content developed by Newedge Requests for minor content changes (such as an image change, or wording) Advice on usage of the CMS and the Newedge developed pages Setup of accounts, including set up on your chosen device (at Newedge Offices, Kettering) Excluded from the support contract: Functional or behavioural site changes or development Large scale graphical or styling changes Site optimisations for browser compatibility Repeat or large scale training requirements Search engine optimisation / social media interaction Bugs / Issues with 3 rd party services like Google Analytics Due to the complex & technical nature of the product provided to you, Newedge will use our extensive experience and good judgement to determine whether an item of work can be included or excluded within the existing support agreement.

3 When you need us The client services department is staffed between 9:00am and 5:30pm Monday-Friday (defined as office hours) excluding bank holidays, responses can only be provided during this time. In order to get the best service from Newedge a description of the services, how they should be used, responses and responsibilities are listed below: Client Services Customer Portal There is a dedicated support portal to raise and manage all enquiries, Extensive supporting information is also available in this location to aid with learning about the products and services we offer as well as notifications of planned maintenance or forthcoming changes. Upon Client Services taking on the day-to-day support of your website or online application logon details for the portal will be issued. It is a requirement that you register with your primary work address as this ensures that your enquiries can be routed without delay and that all of your named support contacts have shared visibility of each other s tickets. Tickets logged via our online system can be made 24-7, 365 days of the year and will automatically generate a unique reference number, which should be quoted in all further communications relating to the issue logged. The online ticketing system is the preferred method of notifying Newedge of any support issues as it is visible to all of the Newedge Client Services team and will have the highest priority for support. Telephone There is a dedicated telephone support number for Newedge named support contacts to call This should be used to notify Newedge of any urgent and business critical queries, or to discuss an ongoing ticket which has already been raised through the support portal.

4 Giving us the right information Responsibilities of Those Making a Request Whenever possible, you should contact Newedge support whilst logged in to the relevant application. All tickets will be entered and updated in a common database. Clients should always attempt to provide the following information when raising a ticket. 1. Full description of problem(s) 2. Full description of any error message(s) 3. Full URL (s) where the problem was experienced 4. User Log on details (for security reasons the password should be provided verbally) 5. Time and date when the problem was experienced 6. Browser and Operating System versions 7. Screen shot(s) attached via the Client Services Customer Portal All contact should be made via an authorised named contact. This person is someone in your organisation who is recognised by Newedge as being authorised to contact Newedge for support services. Responsibilities of Newedge Newedge will confirm that the support and license contract is fully paid up before responding to any support queries. 1. All messages requiring action (and follow-up) are logged to the Online Ticketing website. Requests for work will be scheduled according to an assigned priority and availability of staff resources. 2. During office hours, the telephone is answered as soon as possible by a member of the support team, and is not an automated call system. 3. All tickets will receive an initial response within 4 hours, or the next business day to verify a problem exists and/or set up a time for resolution.

5 Keeping things fair Reasonable Use Policy Newedge serves its clients by providing a single point of contact to the Newedge Client Services team. Support is provided to named client contacts only and is provided on a reasonable use basis. In order to ensure a consistently good service level is provided to all customers, support usage is actively monitored and reported back to you. In the event that we believe your support usage is no longer deemed to be within our reasonable limits and will have an impact on other customers then a new agreement will be proposed. A mutually acceptable solution of an increase in support fees, an alternative support model, or a reduction of support usage will need to be reached.

6 Severity and time scales Issue Action required from Client Action required from Newedge Availability Expected Resolution Time* Entire site unavailable Call Newedge Client Services Call Client with explanation and expected resolution time (during office hours, otherwise at earliest opportunity) 24/7 Covered by hosting T&Cs Specific page(s) unavailable Bug discovered which affects usability of site Small change required Quote needed for additional or amended functionality Advice on product usage Raise detailed online ticket + call Newedge Client Services Raise detailed online ticket with + call Newedge Client Services Raise online ticket Raise online ticket Look into the issue immediately. Give explanation and estimated resolution time. Also provide regular updates on the status of the issue Investigate nature of bug and how to best fix it and respond to client with an estimated resolution time Investigate nature of change and scheduled date to complete. If chargeable provide a quotation. Ensure task is fully understood before checking with technical team for idea of time required, knock-on effects to be aware of and possible alternative solutions 9am-5:30pm 9am-5:30pm 9am-5:30pm 9am-5:30pm Raise online ticket Contact client to offer advice 9am-5:30pm This will be dependent on the issue, but will be given the highest priority. Also see Action required from Newedge Typically within 2 business days Up to 2 weeks Up to 1 week Up to 2 business days Resolution time can be affected by speed of feedback from the client, as well as previously unknown issues being uncovered during issue investigation

7 Simple pricing Base Ideal for brochure websites, blogs and smaller businesses Premium Ideal for busy websites and web applications Critical Ideal for ecommerce websites and business critical applications 1 day response time 90 minutes of support per month Monthly site health check for broken links and contact for functionality 50 per month 4 Hour response time 180 minutes of support per month Monthly site health check for broken links and contact for functionality Monthly back up of website and database 100 per month 1 Hour response time 240 minutes of support per month Monthly site health check for broken links and contact for functionality Daily back up of website and database 24/4 site uptime monitoring 250 per month Note: All prices are plus VAT. Support time does not roll over to next month. How we bill you and payment options Support is billed monthly at the start of each month and must be paid for in advance by standing order or debit/credit card. We do not accept cheques for support billings.

8 Sign up Plan selected: Client signature: Date: Printed Name: Position: Newedge: Date: By signing this contract you agree to support service level agreement in this document