Support Service. Welcome. Introduction. How do I contact the Help Desk?

Size: px
Start display at page:

Download "Support Service. Welcome. Introduction. How do I contact the Help Desk?"

Transcription

1 Support Service Welcome Welcome to the P&A Software Solutions support service, do not hesitate to contact us should you need assistance. Introduction Our support service is designed to provide you with advice on queries relating to system functionality and to help with any system-related issues. This document provides details of how this support is provided. The following areas are covered: How do I contact the Help Desk? What is covered? What happens when you contact the help desk? What is On-line support? What does the Maintenance Contract cover? Do we visit your office to help with issues? Who should contact the help desk? What is not covered? What happens if your query is not covered by the support service? How does the token scheme work? What other help do we provide for users? How do we keep in contact? What other resources are available? How do I contact the Help Desk? System users can contact the help desk by telephone, by or via our website. The telephone service is available during office hours (09:00 17:30) on weekdays except for English bank holidays. Outside these hours requests for support can be submitted via and the website, but these will not be dealt with until the next working day. The help contact details are as follows: Telephone: support@pasoftware.co.uk Internet: /support.html Page 1 of 6 Version 1.1, April 2011

2 What is covered? Support is provided for customers using the following products: People Inc. (HR system) Employee Intranet (employee self-service system) People Inc. time (time & attendance system) Web Client (web based access to database systems) Recruitment Director (recruitment management system) Knowledge Lab (training Administration system) Older generation personnel software (Personnel Manager, Personnel Director) The help desk is primarily there to help with queries relating to the standard functionality provided via the software we provide. This includes: Advice on system requirements, installation and configuration Queries associated with managing data using the system screens Queries on the standard functionality in the system Queries associated with the standard letters and reports Registration and escalation of any system issues identified by the client Providing assistance in finding information within the system documentation Brief advice on what is possible to achieve with the report and screen designer tools If we have customised your system and you have additional maintenance associated with the customisation work we have done, then you can get support on this too. What happens when you contact the help desk? There are a number of steps we take when you register a call with the help desk: When you contact the help desk you will get an acknowledgement (including call reference) and some indication of the way in which we will provide you with a response to your call. Your issue will be recorded in our help desk system to enable us to monitor and manage the investigation and resolution. We may need your help; we may have to ask you to send us some additional information or try a number of things in an attempt to resolve the issue. We may need your IT team to help us; some issues are related to your PC network, servers or system software. We provide a solution to the vast majority of calls to the help desk within a few minutes or perhaps a few hours Occasionally we may need more time to investigate an issue and find a resolution. Please refer to your SLA for more information on resolution times. We may need to ask you to upload or send your data to us for further investigation. Page 2 of 6 Version 1.1, April 2011

3 In some cases we may need to refer the query to another team here at P&A Software. It is possible that the resolution you are looking for is not possible; this only happens in a small number of cases. We are however normally able to offer you a number of options. What is On-line support? At the discretion of the help desk staff, we are able to use an on-line screen-sharing tool to help resolve issues that are reported to the help desk. This makes the resolution much quicker and easier and ensures that any frustration associated with the issue is minimised. Some organisations block these online tools so not all clients can benefit from this approach. What does the Maintenance Contract cover? This is an annual contract that provides users with access to the help desk. Some users of older systems may not have a current maintenance contract and therefore do not qualify for support; for more recent products it is not possible to use the software unless you have a current maintenance contract. In addition to help desk access, the maintenance contract also provides users with the following benefits: Software upgrades that incorporate functional enhancements (at P&A Software s discretion) New releases to ensure compatibility with releases of operating systems and other system software Invitations to the free monthly online taster sessions Account Management regularly contact Do we visit your office to help with issues? On-site visits are not included as part of the support service. For customers who would prefer not to have an online session or send their data to us, this is another option. We can provide a consultant to visit your offices to provide help and advice, but there are additional charges associated with this. Who should contact the Help Desk? While the help desk service is available to all representatives of P&A Software s customers, it is primarily there to help system users who have been trained to use their software. In addition, we often speak to IT support staff, members of the management team and consultants working within HR. We will endeavour to deal with any queries we receive but strictly speaking, clients using systems without a current maintenance contract should not contact the help desk. Where the query is associated with the functionality offered by one of our software products, users should have attended a system training course before they contact the help desk. It is often very time consuming and frustrating for all concerned if users need to be shown functionality that is new to them during a help desk call. In this case we will often recommend that the user attends a suitable training course. Information about training courses is available on our website or by calling Page 3 of 6 Version 1.1, April 2011

4 Most organisations who have implemented our software have invested in developing the skills and knowledge of an in-house expert. This is normally somebody in the HR team, but may be somebody in IT. Occasional users and users who have not had training (for example employee self-service users) should consider contacting the in-house expert before calling the help desk. Our products and services are provided to some clients by regional partners (for example in parts of Scotland, the Channel Islands and Ireland). Where partners have supplied one of our systems, they may also have agreed to provide support services. In this instance the users should contact their supplier before contacting the help desk. If in doubt, users can always call our help desk; we will be able to check to see who provides your support for you. We can pass your request on to the regional partner if necessary. What is not covered? Where a user has a query associated with the functionality in the system that is going to require a detailed and time-consuming explanation, this is considered to be user-training and is not normally covered on the help desk. Users often ask for help and advice on using the design tools provided with People Inc. This might include adding or adapting screens in the system, creating or changing triggers, adding or changing reports, letters or filters, managing user profiles, etc. Helping users to understand how the design tools work is not a quick and simple thing to do; it is something that is much more easily dealt with during a user-training session. This is not covered as part of the help desk service (see below the section on What happens if your query is not covered by support? ). Furthermore, if you have customised your screens yourself, added new screens, designed or modified reports, letters or filters, added or changed user access profiles, we will try to give you help and advice where we can, but strictly speaking, the help desk service does not cover your design work (see below the section on What happens if your query is not covered by support? ). If needed, we can provide detailed advice on changes that can be made using these design tools. The implications of making changes to your system using these tools may be far reaching and must be well thought-through. Unfortunately, as this is a time-consuming process, this type of consultancy cannot be provided through the support desk (see below the section on What happens if your query is not covered by support? ). We cannot support changes made to the data by any means other than through the software s standard user interface. Any other changes made directly in the database (via ODBC or other methods), and changes made via third party software applications, are not supported. Note that if users make use of the Import Data functionality in People Inc, any issues arising from data being imported incorrectly are also not supported. Sometimes users will attend training and then find they need to re-cover some of the topics covered. Unfortunately, refresher training (reminding users what was covered in a training course) is also not offered by the help desk. Page 4 of 6 Version 1.1, April 2011

5 We do not provide support for IT infrastructure via the help desk; this is covered by your normal IT supplier. Unfortunately there is often some difficulty in establishing where the root of a problem lies and we ask users for their understanding and assistance in resolving this. On-site support is not covered but can be provided as a chargeable additional activity. Any expenses incurred (including travelling time) will be charged to the client. What happens if your query is not covered by the support service? In the first instance, we will always try to help you. We are happy to spend 5 or 10 minutes discussing your query and to provide you with advice on possible approaches. We would request that you do not ask our help desk staff to do more than this. If you need more help, we can do this using either our Token scheme or Consultancy. Where users find they have a requirement which falls outside the scope of the support service, there is a token scheme which enables customers to request further assistance. Requests such as defining simple reports and letters are covered with the token scheme (see How does the token scheme work?). If you have requirements which fall outside the scope of the support service and the token scheme is not a suitable approach (this is normally significant system changes or clarification on how functionality works), this would be classed as Consultancy or User Training. Before we provide consultancy or training services for you, a full scope of what is required would need to be produced. Please contact your Account Manager who will arrange this scoping exercise. How does the token scheme work? We want to encourage you to get the maximum benefit from your software, but some help and advice is too complex or time-consuming to be given by the help desk over the telephone. For example, it is not possible to work on system enhancements via the help desk service, nor is it possible to spend an extended period of time showing you how particular functionality works. The token scheme is designed to cater for these situations. The token scheme enables users who need to enhance their system (by changing the design of a screen, by adding or modifying reports, by changing user-access profiles, by importing data, etc.) to get this work done without having to go through the lengthy process of getting a quotation, having this signed off and a date scheduled. It means that users can get their system changed and use the new functionality straight away. Tokens can also be used for user training if required. Each token entitles you to one hour of work. When enhancements are requested, you will be advised how many tokens will be needed to complete the work. Tokens can be purchased in multiples of 5; please speak to your Account Manager for details of the costs. These tokens can be used on an ad hoc basis. When the tokens are purchased, the names of the authorised users must be included on the order form; only these users are allowed to redeem the tokens. Users will receive a PDF of their tokens, each with a unique code. These codes will be required when tokens are exchanged for work on the system. Page 5 of 6 Version 1.1, April 2011

6 What other help do we provide for users? As part of the help desk service we also provide 20 minute online taster sessions on our software. These are free to all customers on a support contract and normally run every month covering a different topic. Customers will require access to the same free online meeting software we also use for online assistance. To receive invitations to the taster sessions, please enquiries@pasoftware.co.uk or call How do we keep in contact? Every client will be assigned an Account Manager and every year we make sure we contact users to review their use of the system and any issues they may have encountered during the year. We also may discuss new functionality which may be of interest. Your Account Manager s details are on your Service Level Agreement document. What other resources are available? There are a number of resources available to users, from manuals and technical information through to training day agendas. Please ask your Account Manager for details of these. Technical Advice The software is supported under the environment defined in the technical specification document. A copy of the current version is available on request. Page 6 of 6 Version 1.1, April 2011

Wave Consulting Support Desk User Guide

Wave Consulting Support Desk User Guide Support Desk User Guide Wave Consulting Support Desk User Guide Date: Wave Consulting Limited 1 st Floor 723-725 Green Lanes Winchmore Hill London N21 3RX Support Desk & Switchboard: 020 7043 9357 Wave

More information

Infrastructure Support Engineer Job Profile

Infrastructure Support Engineer Job Profile Infrastructure Support Engineer Job Profile About the HCPC The Health Professions and Care Council (HCPC) is the regulator of 16 different health and care professions, set up to protect the public. To

More information

Identity Hub Service Desk Handbook. Document Ref: NSWG/MS/SG/v1.0 December, 2014. Version 1.0

Identity Hub Service Desk Handbook. Document Ref: NSWG/MS/SG/v1.0 December, 2014. Version 1.0 Identity Hub Service Desk Handbook Document Ref: NSWG/MS/SG/v1.0 December, 2014 Version 1.0 Contents 1.0 INTRODUCTION 3 Who is Dataweave? 4 Who is the Dataweave Identity Hub service desk? 4 2.0 HOW DO

More information

IT Help Desk Call Priorities

IT Help Desk Call Priorities Author Zachary Nashed Document Name Call Priorities Version Control IT Help Desk Priorities_1.01 03/07/08 -Updated IT Help Desk Priorities_1.02 05/08/09-Updated IT Help Desk Priorities_1.03 24//08/09-Updated

More information

CAMMS ONLINE SUPPORT PORTAL USER MANUAL

CAMMS ONLINE SUPPORT PORTAL USER MANUAL CAMMS ONLINE SUPPORT PORTAL USER MANUAL September 2014 PREPARED BY CAM Management Solutions Level 17, 45 Grenfell St, Adelaide SA 5000 Telephone: 08 8212 5787 Facsimile: 08-8212-5288 www.cammanagementsolutions.com

More information

Service Specification. ICT Support 2014/2015

Service Specification. ICT Support 2014/2015 Service Specification ICT Support 2014/2015 1 Contents: ICT Service Specification... 3 Contract Options... 3 Additional Consultancy Days... 5 ICT Projects... 5 Service Desk Service... 7 Service Desk Priority

More information

Details passed to payroll

Details passed to payroll Timesheet Add-on Introduction In most organisations there is a need to record the hours worked by employees. This is used to ensure that individuals work their contracted hours, and enables organisations

More information

Customer The company that purchases or leases the software from Neopost Ltd

Customer The company that purchases or leases the software from Neopost Ltd Neopost Software Terms and Conditions 1.1.1 Glossary Customer The company that purchases or leases the software from Neopost Ltd Customer Premises refers to the customer location of where the software

More information

EasiPC Helpdesk. What is ITIL? m. 28 Charter Gate, Northampton, NN3 6QB e. helpdesk@easipc.co.uk t. 01604 286682

EasiPC Helpdesk. What is ITIL? m. 28 Charter Gate, Northampton, NN3 6QB e. helpdesk@easipc.co.uk t. 01604 286682 EasiPC Helpdesk A different approach to supporting your school EasiPC currently provides class leading ICT support to schools and academies across Northamptonshire and beyond. To complement our growing

More information

Product Support Centre Policy and Procedures

Product Support Centre Policy and Procedures Wizard Systems UK Product Support Centre Policy and Procedures Wizard Systems UK Unit 7 Badminton Court Station Road Yate United Kingdom BS37 5HZ WIZARD SYSTEMS PRODUCT SUPPORT... 3 Objectives... 3 HOW

More information

END-USER REMOTE SUPPORT AND HELPDESK SERVICES SERVICE DEFINITION

END-USER REMOTE SUPPORT AND HELPDESK SERVICES SERVICE DEFINITION END-USER REMOTE SUPPORT AND HELPDESK SERVICES Complete IT Support for Business Westgate IT End-User Remote Support and Helpdesk Services: Service Definition Service Name End-User Remote Support and Helpdesk

More information

End-User Remote Support and Helpdesk Services

End-User Remote Support and Helpdesk Services End-User Remote Support and Helpdesk Services A single contact point for support needs G-Cloud 5 Service Definition CONTENTS Overview of Service... 2 Contacting the Service Desk... 3 Management Reports...

More information

IT Support for London

IT Support for London IT Support for London London Systems IT Support Your Helpdesk What s included; We are your IT Department, we are at the end of a phone to listen and work with you to resolve the situation no matter where

More information

Customer Care Charter

Customer Care Charter Customer Care Charter Maintenance Agreement & Prospectus All rights reserved. No part of this manual may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic,

More information

TOPdesk Professional. Service Management Simplified

TOPdesk Professional. Service Management Simplified Service Management Simplified TOPdesk develops, markets, implements and supports software that helps organisations to efficiently manage the services they provide. Our vision is to create a user-friendly

More information

Secondary School 1/04/2015. ICT Service Specification by: Andrea Warburton ONE IT SERVICES AND SOLUTIONS

Secondary School 1/04/2015. ICT Service Specification by: Andrea Warburton ONE IT SERVICES AND SOLUTIONS 1/04/2015 Secondary School ICT Service Specification by: 1 Andrea Warburton ONE IT SERVICES AND SOLUTIONS SERVICE SPECIFICATION One IT Services and Solutions offer a one stop shop ICT support service,

More information

Your IT Helpdesk and On-Site and Remote Support Terms and Conditions. Document Revision 1 Sept 09

Your IT Helpdesk and On-Site and Remote Support Terms and Conditions. Document Revision 1 Sept 09 Your IT Helpdesk and On-Site and Remote Support Terms and Conditions These terms and conditions are in addition to our standard Terms of Business (available at http://www.tripod-it.co.uk) Our company details

More information

S1200 Technical Support Service Overview

S1200 Technical Support Service Overview S1200 Technical Support Service Overview Nic Chalk March 2015 V1.13 The information contained herein is believed to be accurate at the time of publication, but updates may be posted periodically and without

More information

Guide from Raymond Benn & Co. Limited

Guide from Raymond Benn & Co. Limited Guide from Raymond Benn & Co. Limited Tel: 01892 545021/549754 Fax: 01892 548956 Email: brian@raymondbenn.co.uk Website: www.raymondbenn.co.uk 0BPayroll software Good payroll software does more than just

More information

Other Scomis Quotations 1 st April 2015 until 31 st March 2016

Other Scomis Quotations 1 st April 2015 until 31 st March 2016 Other Scomis Quotations 1 st April 2015 until 31 st March 2016 1. SIMS Remote Upgrade Service This installation service involves the implementation by Scomis of each SIMS upgrade onto the Customer's ICT

More information

Accountant Guide Includes everything you need to know to get started as a Clear Books Accounting Partner

Accountant Guide Includes everything you need to know to get started as a Clear Books Accounting Partner Accountant Guide Includes everything you need to know to get started as a Clear Books Accounting Partner Digital Edition Get ready to experience fast, reliable and secure accounting software that is easy

More information

SuiteCRM Customer Relationship Management System

SuiteCRM Customer Relationship Management System SuiteCRM Customer Relationship Management System Overview SalesAgility is an ISO9001-accredited professional services consultancy engaged in transforming the business needs of our clients into robust and

More information

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT SERVICE LEVEL AGREEMENT This Service Level Agreement (SLA) applies for all Services agreed through a Yorcard Limited Order Form. All issues and queries (hereafter referred to as issues) should first be

More information

: Office System Environment

: Office System Environment Document Type Client Systems Document Title Document Version : Service Level Agreement (SLA) : : Office System Environment : : 1.0 Ethical IT, PO Box 254, Bicester, Oxfordshire, OX25 2ZX UK T +44 (0) 870

More information

The Advantages of Web-based CRM Software

The Advantages of Web-based CRM Software WHAT ARE THE BENEFITS OF CLOUD-BASED CRM? CRM software is a great way for managing all of your customers contact information and business interactions in one place. Cloud-based CRM is more popular now

More information

Karen Winter Service Manager Schools and Traded Services 01823 355267 KWinter@somerset.gov.uk

Karen Winter Service Manager Schools and Traded Services 01823 355267 KWinter@somerset.gov.uk Somerset Services to Education Providers 2014-2015 SOUTHWEST ONE TECHNOLOGY SERVICES Service Provider: Southwest One Service Category: Academy Schools - Chargeable Contact: Karen Winter Service Manager

More information

Net2 Anywhere - Installation

Net2 Anywhere - Installation Net2 Anywhere - Installation What is Net2 Anywhere? Net2 Anywhere is a range of services that use the internet to provide additional features for your Net2 access control system. Our secure web server

More information

HUMAN RESOURCES SOFTWARE FOR THE EVOLVING BUSINESS

HUMAN RESOURCES SOFTWARE FOR THE EVOLVING BUSINESS HUMAN RESOURCES SOFTWARE FOR THE EVOLVING BUSINESS Overview HR.net Express has been designed for small to medium sized enterprises that want to manage their employee information more effectively. The software

More information

CYBER S BUSINESS I.T MAINTENANCE CONTRACT

CYBER S BUSINESS I.T MAINTENANCE CONTRACT CYBER S BUSINESS I.T MAINTENANCE CONTRACT NORTHERN HOUSE MOSS STREET EAST ASHTON UNDER LYNE OL6 7DU TEL: 0161 331 9610 FAX: 0161 3319621 WWW.CYBER COMPUTERS.CO.UK 1 INTRODUCTION Cyber Computers are authorised

More information

Information Services report: Kent Wi-fi service provision for visitors

Information Services report: Kent Wi-fi service provision for visitors report: Prepared by: Tim Jenkins 21/OCT/2014 Document History: Ver 1 - Release (edits by DHH) Ver 1.1 & 1.2 TSJ edits, Ver 1.3 edits by MDW 12/1/2015 Ver 1.4 edits by MDW (incorporating DHH 1.2.1 changes

More information

Technical Support. Technical Support. Customer Manual v1.1

Technical Support. Technical Support. Customer Manual v1.1 Technical Support Customer Manual v1.1 1 How to Contact Transacta Support 1.1 Primary Contact: support@transacta.com.au 1.2 Escalation Telephone Number: +61 (2) 9459 3366 1.3 Hours of Operation 9:00 a.m.

More information

Support & Services. Europe, Africa & the Middle East. User Guide

Support & Services. Europe, Africa & the Middle East. User Guide Support & Services Europe, Africa & the Middle East User Guide EAME Support & Services User Guide November 2009 Table of Contents GENERAL INFORMATION... 3 OUR COMMITMENT TO SUPPORT... 3 SUPPORT CENTER

More information

Technical Writing - A Guide to IT Support Contract

Technical Writing - A Guide to IT Support Contract Terms & Conditions for ADM s IT Support Customers (Standard, Standard Plus, Premium, Premium Plus) ADM Computing (the 'Company'), Chaucer Road, Canterbury, Kent, CT1 1HH 1. (1) Applicable to IT Support

More information

Service Agreement SURE Project Workspace

Service Agreement SURE Project Workspace Service Agreement SURE Project Workspace Applicant Information Project Name Research Organisation ABN Number Contract number of SURE Head Agreement: This is an agreement to acquire a SURE Project Workspace

More information

Horniman Museum and Gardens

Horniman Museum and Gardens Horniman Museum and Gardens Statement of requirements for a human resources management system Tender submissions due by 2pm on Thursday 31 January 2013 January 2013 final version Page 1 of 15 1 Table of

More information

ICT SUPPORT SERVICES

ICT SUPPORT SERVICES ICT SUPPORT SERVICES SERVICE LEVEL AGREEMENT 2008 2009 Period of agreement: This document will run from 1st April 2008 to 31 st March 2009 and remains valid until superseded by a revised document. The

More information

b. Contact for contract issues/requests (Including billing)

b. Contact for contract issues/requests (Including billing) 1. Responsibilities of the customer a. Appointed contact(s) The customer is required to provide a named contact with E-Mail address and phone contact for each of the following roles (they can be the same

More information

Phoenix SSI Limited - Making Sense of I.T. Dawson House, 128-130 Carshalton Road, Sutton, Surrey SM1 4TW T: 0844 7799776 F: 020 8661 6002

Phoenix SSI Limited - Making Sense of I.T. Dawson House, 128-130 Carshalton Road, Sutton, Surrey SM1 4TW T: 0844 7799776 F: 020 8661 6002 Phoenix SSI Limited - Making Sense of I.T. I.T. Support Monthly Maintenance Support Contracts Web Solutions Issue Tracker Dawson House, 128-130 Carshalton Road, Sutton, Surrey SM1 4TW T: 0844 7799776 F:

More information

SCOPE OF SERVICE Hosted Cloud Storage Service: Scope of Service

SCOPE OF SERVICE Hosted Cloud Storage Service: Scope of Service Hosted Cloud Storage Service: Scope of Service 1. Definitions 1.1 For the purposes of this Schedule: Access Account is an End User account with Data Storage requiring authentication via a username and

More information

An Overview of the Product Features

An Overview of the Product Features An Overview of the Product Features pg. 1 GMP Property Professional System Information v 1.7 2014 CLOUD-BASED SOFTWARE FEATURES Most browsers are compatible with the GMP functionality Google Chrome is

More information

FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE

FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE At Spirit, we realise that our customers are looking for choice, flexibility and value. That s why we have developed our special Fully

More information

> SuperSTAR Suite. Customer Support Guide

> SuperSTAR Suite. Customer Support Guide > Customer Support Guide February 7, 2013 Table of Contents Table of Contents... i Tables Reference... ii Space-Time Research Customer Support Plan... 3 Support Policies... 4 Definition of a Support Case...

More information

JOB DESCRIPTION. Financial Services and Support. Lead Service Desk Analyst

JOB DESCRIPTION. Financial Services and Support. Lead Service Desk Analyst a JOB DESCRIPTION Job Title: Division: Department/Region/Section: Location: Reports to: Responsible for: Grade: Service Desk Analyst Financial Services and Support Information Systems & Support HQ, Southwater

More information

Service Management Simplified

Service Management Simplified Service Management Simplified TOPdesk develops, markets, implements and supports software which helps organisations to efficiently manage the services they provide. Our vision is to create a user-friendly

More information

MHA Service Level Agreement for Managed CRM

MHA Service Level Agreement for Managed CRM MHA Service Level Agreement for Managed CRM 2014 Managed Hosted Applications Limited. In Commercial Confidence October 2014 CONTENTS Managed CRM... 2 Managed Control Panel... 2 Policy Recommendations...

More information

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES

OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES OPERATIONAL SERVICE LEVEL AGREEMENT BETWEEN THE CLIENT AND FOR THE PROVISION OF PRO-ACTIVE MONITORING & SUPPORT SERVICES IN CONFIDENCE TABLE OF CONTENTS 1 CONTACT DETAILS 1 1.1 The Client Contract Management

More information

Sensus BPM Cloud Service Level Agreement

Sensus BPM Cloud Service Level Agreement Sensus BPM Cloud Service Level Agreement Cloud Services General This Service Level Agreement (SLA) applies to all Cloud agreements entered into by Sensusmethode B.V., specifying the general terms and conditions

More information

EK Housing. Service Level Agreement. East Kent HR Shared Service. Version Control

EK Housing. Service Level Agreement. East Kent HR Shared Service. Version Control East Kent HR Shared Service Service Level Agreement Version Control Version Date Comments Name 1 21 1 11 First draft JH 2 21 2 11 Review David Willis Contents 1. Agreement details 1.1 Objective of the

More information

b) The management plans and policies which the Authority requires the Provider to develop maintain and use to manage the operation of this Contract;

b) The management plans and policies which the Authority requires the Provider to develop maintain and use to manage the operation of this Contract; Schedule 7 Contract Management 1. Scope and Definitions 1.1. The Provider and the Authority shall comply with the management principles set out within this Schedule with respect to the delivery of the

More information

Service Level Agreement For provision of service. Facilities Management Technical Services Unit. The University of Waikato

Service Level Agreement For provision of service. Facilities Management Technical Services Unit. The University of Waikato The University of Waikato Facilities Management Division Service Level Agreement For provision of service between Facilities Management Technical Services Unit and The University of Waikato Client: The

More information

Customer Guide Helpdesk & Product Support. [Customer Name] www.four.co.uk Page 1 of 13

Customer Guide Helpdesk & Product Support. [Customer Name] www.four.co.uk Page 1 of 13 Customer Guide Helpdesk & Product Support [Customer Name] www.four.co.uk Page 1 of 13 Table of Contents HELP DESK AND PRODUCT SUPPORT SUMMARY... 3 1 FOUR HELP DESK STRUCTURE AND CALL ESCALATION... 6 2

More information

Link-Connect Service Level Agreement

Link-Connect Service Level Agreement Link-Connect Service Level Agreement (Frequency: Monthly) Link-Connect Services Ltd Frensham House Farnham Business Park Weydon Lane, Farnham Surrey, GU9 8QT T: 01252 740800 W: www.link-connect.com Linking

More information

BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION

BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION BUSINESS CLASS SERVICE FOR LARGE BUSINESS CUSTOMERS SOLUTION DESCRIPTION Table of Contents 1. INTRODUCTION 3 2. PROVISIONING 3 3. DEVICE AND ACCESSORY ORDERING 4 4. ACCOUNT DEVELOPMENT 5 5. CUSTOMER AND

More information

The benefits of web-based CRM

The benefits of web-based CRM The benefits of web-based CRM WHITE PAPER Workbooks Online 400 Thames Valley Park Drive Reading Berkshire RG6 1PT 0118 3030 100 www.workbooks.com 1 What is web-based CRM? Web-based CRM is a software solution

More information

IT Support & Maintenance Contract

IT Support & Maintenance Contract IT Support & Maintenance Contract This document has been produced by STOCK IT Ltd, www.stockit.co.uk, an IT company offering technology advice & support for small businesses. Company Registration No: 9060944

More information

Rekoop Limited Standard Terms of Business

Rekoop Limited Standard Terms of Business Rekoop Limited Standard Terms of Business 1 Copyright 2012, rekoop Limited 1. DEFINITIONS... 3 2. BASIS OF AGREEMENT... 6 3. PROVISION OF THE SOFTWARE AND SERVICES... 6 4. TERM... 6 5. ACCESS AND SECURITY...

More information

Employee Self-Service module

Employee Self-Service module Employee Self-Service module Introduction The People Inc. Employee Self Service (ESS) module integrates with the People Inc. HR system to provide efficient communication between employees, managers and

More information

Schedule 3 LCH.CLEARNET SUPPORT SERVICES

Schedule 3 LCH.CLEARNET SUPPORT SERVICES Schedule 3 SUPPORT SERVICES 1 GENERAL PRINCIPLES 1.1.1 Support Services consist: in answering the Users ' queries regarding the proper use of the Clearing Access Solution(s) it has chosen, in providing

More information

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 6.0

Contact / Escalation Guide. For OPENHIVE Managed Services provided by Capita. Version 6.0 Contact / Escalation Guide For OPENHIVE Managed Services provided by Capita Version 6.0 Contents Document Control...3 Background and Scope...4 Capita contact information...4 Service Desk Team...4 Direct

More information

Keyperson Insurance KEEPING IT ALL GOING. A Guide to Keyperson Insurance

Keyperson Insurance KEEPING IT ALL GOING. A Guide to Keyperson Insurance Keyperson Insurance KEEPING IT ALL GOING A Guide to Keyperson Insurance INTRODUCING ROYAL LONDON Ever since we started as a Friendly Society over 150 years ago, at Royal London we ve believed that our

More information

Chapter 8 Service Management

Chapter 8 Service Management Microsoft SQL Server 2000 Chapter 8 Service Management SQL Server 2000 Operations Guide Abstract This chapter briefly presents the issues facing the database administrator (DBA) in creating a service level

More information

EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT HYBRID CLOUD IT PRODUCT TERMS

EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT HYBRID CLOUD IT PRODUCT TERMS EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT HYBRID CLOUD IT PRODUCT TERMS Registered Office at: St James House Oldbury Bracknell RG12 8TH Company No: 03676297 BMI MSA Hybrid Cloud

More information

Perform-Tools. Powering your performance

Perform-Tools. Powering your performance Perform-Tools Powering your performance Perform-Tools With Perform-Tools, optimizing Microsoft Dynamics products on a SQL Server platform never was this easy. They are a fully tested and supported set

More information

Ways of Working Dec 2015

Ways of Working Dec 2015 KPMG Hands-On Management Pty. Limited 147 Collins Street Melbourne Vic, 3000 GPO Box 2291U Melbourne Vic 3001 Australia ABN: 31 002 881 058 Ways of Working Dec 2015 1 Annual Software Maintenance Plan Maintenance

More information

ITIL: Service Operation

ITIL: Service Operation ITIL: Service Operation Course Course Chapter 01 - Course Lesson: Course Organization Welcome to the Course! Mentoring Community s Why Are You Here? Using Bloom s Taxonomy What do you Expect? Housekeeping

More information

1. Overview 2. Field Service Management Components 3. Joining the dots 4. Filling in the gaps 5. Implementing end-to-end Service Management

1. Overview 2. Field Service Management Components 3. Joining the dots 4. Filling in the gaps 5. Implementing end-to-end Service Management 1. Overview 2. Field Service Management Components 3. Joining the dots 4. Filling in the gaps 5. Implementing end-to-end Service Management End-to-end service management encompasses a wide variety of tasks

More information

X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3

X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3 X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3 Date : 09/08/06 Issue: 6 This is an unpublished work the copyright in which vests in X2 Connect Limited. All rights reserved. The

More information

BCPay. Alternative payment process when Online Banking is experiencing Operational Disruptions. Product Disclosure Statement

BCPay. Alternative payment process when Online Banking is experiencing Operational Disruptions. Product Disclosure Statement BCPay Alternative payment process when Online Banking is experiencing Operational Disruptions Product Disclosure Statement Effective as at 18 September 2006 Page 1 of 6 Westpac Banking Corporation ABN

More information

Using our Intelligence: the Secrets of a Successful BI Portal

Using our Intelligence: the Secrets of a Successful BI Portal Using our Intelligence: the Secrets of a Successful BI Portal Doreen Stevenson 1 1 The University of Queensland, Brisbane, QLD 4072, Australia, d.stevenson@uq.edu.au Keywords Business intelligence, data

More information

MICROSOFT DYNAMICS CRM

MICROSOFT DYNAMICS CRM MICROSOFT DYNAMICS CRM SERVICE DEFINITION G-CLOUD Commercial-in-Confidence civil.lockheedmartin.co.uk SECTION 1 LOCKHEED MARTIN S MICROSOFT DYNAMICS CRM CAPABILITY INTRODUCTION Lockheed Martin offers a

More information

SPECIFIC RESPONSIBILITIES:

SPECIFIC RESPONSIBILITIES: Job Description POST: RESPONSIBLE TO: Senior 3rd Line Server and Systems Engineer Senior Engineering Team Leader SALARY: 39,069-42,672 (SCP 41-45, Inner London Scale) per annum + Expenses + Local Government

More information

Natural gas Marketing

Natural gas Marketing Natural gas Marketing CODE OF PRACTICE BGE/NG/MCOP/0115 bordgaisenergy.ie If you need any further help or advice please contact us: Residential gas contact details Tel: 1850 632 632 Fax: 1850 631 631 info@bordgais.ie

More information

HUMAN RESOURCES SERVICES SERVICE LEVEL AGREEMENT

HUMAN RESOURCES SERVICES SERVICE LEVEL AGREEMENT HUMAN RESOURCES SERVICES SERVICE LEVEL AGREEMENT (Schools) 1 April 2008-31 March 2011 HUMAN RESOURCES SERVICES TO SCHOOLS 1. INTRODUCTION CONTENTS 1.1 Status of Agreement 3 1.2 Standard Conditions 3 1.3

More information

How To Support Spirent Service Experience (Previously Metrico Wireless)

How To Support Spirent Service Experience (Previously Metrico Wireless) Service Experience Group 10/1/2014 Version 2.0 Table of Contents 1. Purpose... 1 2. Scope of Support... 2 2.1 Included... 2 2.2 Not Included... 2 3. Support Fees... 3 4. Customer Obligation... 4 5. Spirent

More information

Sage Alchemex Support Desk Service Level Agreement. Phillippa Dekker

Sage Alchemex Support Desk Service Level Agreement. Phillippa Dekker Sage Alchemex Support Desk Service Level Agreement Phillippa Dekker 14 08 2014 Table of Contents Sage Alchemex Service Level Agreement Table of Contents 2 1 Overview 3 2 Services Provided 3 3 Services

More information

The Perfect Host How Hosted Services can save you time and money

The Perfect Host How Hosted Services can save you time and money The Perfect Host How can save you time and money An Introduction to Information Technology has become increasingly important within the legal market and firms and chambers are under increasing pressure

More information

TVision Support Service Guidelines

TVision Support Service Guidelines TVision Support Service Guidelines TVision Technology Ltd 1 st Floor Premier House 15-19 Church Street West Woking Surrey GU21 6DJ MainTel: + 44 (0) 1483 751888 Support Tel: + 44 (0) 1483 713480 Fax: +

More information

Sage Intelligence Support Desk

Sage Intelligence Support Desk Sage Intelligence Support Desk Service Level Agreement Phillippa Dekker 30 11 2015 Table of Contents 1.0 Overview 3 2.0 Services Provided 4 3.0 Services Not Provided 5 3.1 Database Issues 5 3.2 Excel and

More information

BOIPA IPG Merchant Portal User Manual

BOIPA IPG Merchant Portal User Manual s BOIPA IPG Merchant Portal User Manual Contents Registration... 3 Welcome page:... 4 1.New Merchant... 5 1.1 User ID request... 5 1.2 New Merchant sign up and integration... 5 2. Integration/ Test...

More information

Professional CRM Support

Professional CRM Support Professional CRM Support Professional CRM Support Maximising the benefit from your CRM investment The CRM Business is proud to work with our clients to deliver great CRM Solutions. We understand that once

More information

Equity Release Guide. www.seniorissues.co.uk

Equity Release Guide. www.seniorissues.co.uk Equity Release Guide www.seniorissues.co.uk For more information or to speak to one of our trained advisers please telephone our Senior Issues Team on 0845 855 4411 The Caesar & Howie Group 7/3/2008 EQUITY

More information

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1.

Communicate: Data Service Level Agreement. Author: Service Date: October 13. Communicate: Data Service Level Agreementv1. Communicate: Data Service Level Agreement Author: Service Date: October 13 Communicate: Data Service Level Agreementv1.1 Page 1 of 12 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3

More information

Custom Application Support Program Guide Version 3.2.0 March 02, 2015

Custom Application Support Program Guide Version 3.2.0 March 02, 2015 Custom Application Support Program Guide Version 3.2.0 March 02, 2015 Genesys Custom Application Support Program Guide CASPG100-0215 Genesys Custom Application Support Program Guide Page 2 The information

More information

[Type text] SERVICE CATALOGUE

[Type text] SERVICE CATALOGUE [Type text] SERVICE CATALOGUE IT Services 1 IT Support and Management Services SERVICE AREA: SERVICE DESK Users can contact the Service Desk via the phone or an online web form for all their ICT service

More information

Achieve Service Excellence with VivaDesk

Achieve Service Excellence with VivaDesk Achieve Service Excellence with VivaDesk Organise and automate your customer service, help desk or service desk operations. vivantio.com Introducing VivaDesk VivaDesk is a service management software application

More information

Exceptional Customer Service

Exceptional Customer Service Exceptional Customer Service Deliver fast, efficient customer service Winning a new customer is only the beginning of what should be a long and profitable relationship. But keeping customers happy means

More information

Asset Bank - Customer Support. Service Description

Asset Bank - Customer Support. Service Description Service Description Author: Paul Mulvee & Patrick Groenendal Bright Interactive Date: 26 March 2015 Version: Status: 1, d33 Release Customer Support Programme Contents 1. Customer Support Programme...

More information

HR Connect People Manager User Guide. Introduction and Navigation

HR Connect People Manager User Guide. Introduction and Navigation HR Connect People Manager User Guide Introduction and Navigation Introduction and Navigation Page 1 of 16 31 st August 2015 CONTENTS Introduction... 3 Supported Systems... 4 Logging In... 5 Main Navigation

More information

An easy-to-use yet powerful ticket handling solution. Makes life simple for both customers and personnel! www.artologik.com

An easy-to-use yet powerful ticket handling solution. Makes life simple for both customers and personnel! www.artologik.com An easy-to-use yet powerful ticket handling solution. Makes life simple for both customers and personnel! Projekthanteri ng Tidredovisning Enkäthanteri ng E-mail E-postmanagement hantering iceringsverktyg

More information

Advantages of using an automated control system for multiple transactions

Advantages of using an automated control system for multiple transactions Advantages of using an automated control system for multiple transactions White Paper By Boris Shapira, Ph.D. White Paper 2 Copyright 2010 Control s Force. All rights reserved. While every attempt has

More information

Moving from Sage 50 Accounts to Sage 200 Standard Online

Moving from Sage 50 Accounts to Sage 200 Standard Online Moving from Sage 50 Accounts to Sage 200 Standard Online 2 Contents Contents Software that grows with your business...4 Straightforward online accounting...5 Reasons to upgrade...6 Financials - Managing

More information

Exceptional Customer Service

Exceptional Customer Service Exceptional Customer Service Deliver fast, efficient customer service Winning a new customer is only the beginning of what should be a long and profitable relationship. But keeping customers happy means

More information

Customer Support Handbook

Customer Support Handbook Customer Support Handbook Revision: v3.2 08/12/2014 Prepared by: Grant Payne Contents 1.0 Objective 2.0 Purpose of this Document 3.0 Customer Support Definition 4.0 Support Request / Incident Reporting

More information

Qbt Consulting File Server & Server Based Software, Options for Deployment

Qbt Consulting File Server & Server Based Software, Options for Deployment Qbt Consulting File Server & Server Based Software, Options for Deployment Every business has a need to collect and store data, to provide their staff access to the data in a controlled way, to access

More information

UK Access Management Federation For Education and Research Operator

UK Access Management Federation For Education and Research Operator UK Access Management Federation for Education and Research Federation Operator Procedures 1 st August 2011 Version 2.1 ST/AAI/UKF/DOC/005 Contents 1 Introduction 3 2 Membership application processing 3

More information

Technical Support Policies

Technical Support Policies Page 1 of 6 Effective Date :01.03.05 Document No. :IPM 128B Technical Support Policies Schedule - A This document describes the Technical Support Policies ( Support Policies ) of IP Momentum. These Support

More information

Customer Portal User Manual. 2012 Scott Logic Limited. All rights reserve. 2013 Scott Logic Limited. All rights reserved

Customer Portal User Manual. 2012 Scott Logic Limited. All rights reserve. 2013 Scott Logic Limited. All rights reserved Customer Portal User Manual 2012 Scott Logic Limited. All rights reserve Contents Introduction... 2 How should I use it?... 2 How do I login?... 2 How can I change my password?... 3 How can I find out

More information

Punjab National Bank Achieves 165% ROI with CA Technologies IT Management Solutions

Punjab National Bank Achieves 165% ROI with CA Technologies IT Management Solutions CUSTOMER SUCCESS STORY February 2013 Punjab National Bank Achieves 165% ROI with CA Technologies IT Management Solutions CLIENT PROFILE Industry: Financial services Company: Punjab National Bank Employees:

More information

www.mtservices.co.uk MT Services Computer Systems Ltd MT Services SystemCare

www.mtservices.co.uk MT Services Computer Systems Ltd MT Services SystemCare MT Services Computer Systems Ltd MT Services SystemCare As technology continues to have a substantial business impact, having an expert IT solutions partner can significantly improve your business performance,

More information

UCD Human Resources information System (HRIS) SERVICE Level Agreement

UCD Human Resources information System (HRIS) SERVICE Level Agreement UCD Human Resources information System (HRIS) SERVICE Level Agreement HRIS Services The services described in this SLA relate to the following processes: Core Administration Report Development Others (includes

More information