VividApps Limited Service Definition Document

Transcription

1 VividApps Limited Service Definition Document Page 1 of 10

2 Overview Reap the Benefits of multiple services from a single application, keeping you proactively connected with your clients. Assurity is a Real-Time Multi Media Communications Toolkit which enables clients from many different sectors to proactively interact with their unique user base. The Toolkit has been used initially to deliver the following five core applications: Appointment Management Customer Satisfaction (CSAT) Interactive Voice Response (IVR) Outbound Dialler Show Me you Know Me (SMKM) A fully automated in/out bound appointment booking and reminding system. This reduces substantially, the cost associated with missed appointments and your customers will appreciate the reminder! The application is extremely flexible, allowing you to tailor the service as your business needs dictate. The reminders can be made via voice to land lines and mobiles or sent as a text message or . Where reminders are carried out via a phone call, unlike many messaging applications, Assurity provides an instant press-to-talk facility. This allows your customers to instantly connect to your business if they need to speak to you directly. Utilising drag and drop principles users can build a variety of customer service questionnaires which can be deployed to end users/clients within minutes. The surveys can be simple question and answer or more complicated proactive response driven surveys which root based on each question asked. Everything from simple key pressed response service right up to a fully integrated application which navigates thru legacy systems to provide a featured rich environment. Simple users interfaces enables staff to build independent personalised responses. Advanced call scripting, multi-channel delivery, bespoke integration, real time audit trail and reporting. Security and confidence is key to any client interaction. SMKM provides two way authentications. Page 2 of 10

3 Who is it designed for? Typical users include: Government Departments, GP Surgeries, Dental Practices, Opticians, Car Dealerships, Telecoms Companies, Service Organisations, Contact Centres and Financial Institutions. However, the application can be used by any organisation who wishes to provide a higher level of interaction with its clients, reduce costs and improve efficiency. Benefits Reduces the cost of missed appointments while providing easy access to appointment booking Drives customer loyalty Increases confidence and security Very powerful marketing tool Captures real time information Significantly reduces costs both in service delivery and support Features Many services driven through a single application Seamless integration with many back office applications Clients can develop modules which integrate into core application Bespoke reporting and audit capabilities Supports many access interfaces Simple management and administration, clients set accessibility Helps drive new business Makes customer feedback simple and easy to deliver High ROI Leverages existing architecture, reducing additional investment Information assurance The Assurity service is accredited to IL 1 Page 3 of 10

4 Backup/restore and disaster recovery Backup and restore of data is variable dependent on the backend systems into which Assurity is integrated. Any data that is stored by Assurity only is stored using redundant database servers synchronised using master slave replication. In the event of database server failure the slave system will take over. Data is backed up to separate servers on a schedule that is configurable to client specification. Where security levels permit backup is also automatically copied to a different physical site. In the event of a major disaster, backup data is used to recreate the database. Recreation of the database from backup can be a lengthy process and should be expected to take several hours. On-boarding and Off-boarding processes/scope etc. The user interface to the service is via telephone. All other accessible functions of the Assurity Service are administrative in nature. The web portals provided by the Assurity Flow Service and Assurity Reporting Service use role based security. Each portal provides user management functions accessible to users in the Administrator role. These user management functions allow standalone operation. Standalone user and role management for these portals can be combined when they are deployed in the same environment. Integration with Active Directory is also available using either direct NTLM authentication or using Active Directory Federation Services (ADFS). Where Active Directory integration is employed all user management is differed to Active Directory. Pricing Pricing for Assurity is as follows : Number of schedules in organisation Price per scchedule per Week Up to 5 schedules Between 6 and 15 schedules Between 16 and 25 schedules Over 25 schedules Price per schedule per month Page 4 of 10

5 There is a connection charge of 1,000 per schedule Charges include 200 outbound minutes for reminders Organisations within a group would be counted as 1 organisation, and their schedules aggregated for the above pricing bands Where a schedule relates to a meeting for which appointments are booked Large User, educational establishment, trials By negotiation Large User By negotiation Consultancy and additional training is available at 895 per day. Payment terms: 30 days from date of invoice; an 8% surcharge may be charged for late payment. Service management details Assurity is deployed as a set of symbiotic services. Telephony Service The telephony service provides Assurity with access to voice communications. The telephony service can be provided and hosted by VividApps or Assurity can integrate with existing telephone systems using specific software integration for supported telephony platforms or SIP gateway integration where there is no specific software integration module available. Flow Service Reporting Service Provided by VividApps the Flow service can be hosted in public or private cloud. The Flow service provides the execution environment for Assurity call handling. Provided by VividApps the Reporting service can be hosted in public or private cloud. The Reporting service provides Management information, Audit trail access and statistical analysis of Application behaviour. Telephony Service Management Where the telephony service is provided and hosted by VividApps there will be no direct interaction with the telephony system by clients. Changes will be affected by VividApps at client request where such change is appropriate. Page 5 of 10

6 Where Assurity is integrated with an existing client telephony system all management of that telephony system remain the responsibility of the client or the clients representatives. Flow Service Management The Assurity flow service provides a management web portal with role based security that provides the following capabilities: List deployed flow packages. Deploy a flow package. Remove a deployed flow package. Schedule a campaign flow. Configure inbound call flow. View service status. Start/Stop flow service. Flow service performance statistics. View Assurity Audit trail. Assurity also provides an Application Programming Interface (API) for its management functions. The mechanism used to access these functions is not prescribed but is defined and configured as part of the integration process. VividApps also provide a set of command line tools that use the configured mechanism to provide access to the Assurity management interface. The configured interface can be used to integrate management functions into other systems which is encouraged. User access is managed either using the built in user administration functions of the web portal or through Active Directory integration using ADFS. Reporting Service Management The reporting service provides application level Management Information through a web portal with role based security. The reporting service provides tailored reports that are relevant to the application that is provided by the Assurity system deployed. Such reports include aggregation and statistical analysis of Application specific audit records. User access is managed either using the built in user administration functions of the web portal or through Active Directory integration using ADFS. Service constraints Maintenance of the Assurity services will be carried out by negotiation of acceptable schedules with individual clients. Page 6 of 10

7 Customisation is a key attribute of the Assurity service and is actively encouraged. Assurity can be customised in many areas: Customisable Modules Telephony Platform Flow Package Storage Engine Audit Storage Sinks Campaign Flow Scheduler Flow Development Assurity runs flows to manage voice call interaction. These flows are fully customisable using the Assurity development environment and can be extended to interact with any system that provides an interface accessible from software. Service Levels Availability 100% Support Web based Knowledge base and documentation. 24x7x365 via Second line support UK Office Hours. Web based issue tracking system making customer support available via web and/or . Error Category Critical an error that results in the loss of a facility or function material to the proper operation of the service and critical to the supported service operation Acknowledgment Times Severe Fault Problem Category an error that results in intermittent loss or interrupted provision of a facility or function material to the proper operation of the service, but does not prevent the Customer from carrying out his business using the supported service an error that results in a minor loss of facility or functionality, including (without limitation) an error that results in cosmetic errors on-screen as part of the supported service live operation. Acknowledgment Time Page 7 of 10

8 ES and Customer Critical Severe Fault 2 working hours 4 working hours 8 working hours Response Times Critical Every 2 hours until error is rectified or an agreed resolution plan, or work around is in place. Severe Fault Daily until error is rectified or an agreed resolution plan, or work around is in place. Weekly until error is rectified or an agreed resolution plan, or work around is in place. Resolution Times Critical Vividapps will exercise all commercially reasonable efforts to provide a resolution to the customer within 8 hours of receipt of notification of the critical Error during Normal Support Hours. Severe Vividapps will exercise all commercially reasonable efforts to provide a resolution to the customer within 3 Working Days. Fault Vividapps will exercise all commercially reasonable efforts to provide a resolution to the customer within the next release of the software. Note: VividApps does not provide times for software defect resolution as it is impossible to guarantee fix intervals for software errors. VividApps commitment is to the allocation of trained resource to rectify errors. Financial recompense model for not meeting service levels There is no financial recompense model for not meeting the service levels. However Vividapps does have public Liability Insurance up to 5m. Training Page 8 of 10

9 VividApps operate a train the trainer policy, and will supply one days training as part of any sale. Additional days are available at a rate of 895 per day. Page 9 of 10

10 Ordering and Invoicing Process Vividapps would expect to receive a purchase order or confirmation of order in some form. Invoices would be raised in line with the order. Normally Vividapps would receive payments in line with milestones met. Termination terms In line with the framework agreement and terms and conditions document Data restoration / service migration Assurity is not a data storage system. Through the use of industry accepted practice in source and change control it is possible to recreate an Assurity system should that become necessary. Migration relates to function rather than data and it a manual task. Consumer responsibilities Customer responsibilities are as follows: (a) Provide space for the on site kit. (b) The consumer needs to work with Vividapps to achieve a good level of integration, to ensure the best possible service. Technical requirements Where Assurity is integrated with an existing client telephony system a suitable network must be provided between the Assurity Flow service and the client telephony system such that voice call latency is acceptable. The target maximum latency on voice traffic is 150ms. Trial Service VividApps are happy to arrange demonstrations of the service. A trial could be carried out if required by the customer. There may be a small charge for this, depending on the size of trial. Page 10 of 10