ecall sms & fax-portal

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1 ecall sms & fax-portal Dolphin Systems AG informieren & alarmieren Samstagernstrasse 45 CH-8832 Wollerau Tel Fax

2 Index 1 Introduction Support hotline Answering calls Ticket system Contact person Completion Support Service level Service Level Agreement (SLA) Introduction In this document all services by Dolphin Systems AG in context with our customer service are described. As a customer of Dolphin Systems you benefit from our personal and professional customer service. ecall Kundenservice 1

3 2 Support hotline After you received the acknowledgement of your order we will give you our hotline telephone number. Furthermore you will be given more contact informatoin by Dolphin Systems AG for the customer service if necessary. 2.1 Answering calls Our hotline is available for you around the clock (24h). Calls in German, French and English will be answered anytime. Italian calls will be answered during our office hours. 2.2 Ticket system After the notification of your respective customer name and product as well as after your first problem description a ticket including a number will be submitted. All further steps and contacts will be listed and managed in this ticket. This number garantuees no lost of information about your case as well as an everytime access to the whole developement of a ticket. 2.3 Contact person After an internal clarification we will contact you as soon as possible in order to discuss further proceedings. These and possible other communications are assumed by the responsible account manager. In commercial and contractual affairs he also has all needed information available. He personally seeks a quick and appropriate solution and he will continuosly inform you about the actual state of affairs. 2.4 Completion Only after all items of a ticket are finished and we have you informed in conclusion the case and ticket can be called completed. ecall Kundenservice 2

4 3 Support If there are any technical problems you can contact our customer support via hotline. After first clarifications the service level of the technical problem will be determined. Dolphin Systems seeks for the quickest solution for a problem, however considering the chosen Service Level Agreement (SLA) and service level. 3.1 Service Level The determination of technical problems' service level happens with the help of the following chart. There are three service levels: 1 breakdown, 2 damage, 3 light damage. Service level Label Description Reaction time* 1 Breakdown The service is no longer available. At least one central system failed and makes using the service impossible. 1 hour 2 Damage The customer has a restricted use of the service. At least one system does not function properly. 12 hours 3 Light damage The operation is restricted by a little problem. However, the customer is still able to use the system. 48 hours * time in which the support can be begun ecall Kundenservice 3

5 3.2 Service Level Agreement (SLA) The Dolphin Systems support is available according to the chosen Service Level Agreement (SLA). There are two possible SLA: Standard and Premium. In the following chart you can read when our support of your chosen SLA is available. SLA Office hours Workdays Weekend, holidays* Monday to Thursday Monday to Friday Monday to Sunday 09:00 am -12:00 pm 00:00 am - 00:00 am 00:00 am - 00:00 am 01:00 pm -05:00 pm Friday 08:00 am - 12:00 pm 01:30 pm - 04:00 pm Standard** x Premium x x x * These holidays are (canton of Schwyz): New Year s Day (January 1), Epiphany (January 6), Saint Joseph (March 19), Good Friday, Easter Monday, Ascension Day, Whitmonday, Corpus Christi, national holiday (August 1), Assumption Day (August 15), All Saint s Day (November 1), Feast of the Immaculate Conception (December 8), Christmas Day (December 25), Saint Stephen s Day (December 26). ** SLA Standard is classified for all customers who don t choose «Premium». Support outside the agreed SLA can be offered by Dolphin Systems at the customer's expense. In this case the customer has to sign and send back an order form which explains the additional costs before the service can be done. ecall Kundenservice 4