TVision Support Service Guidelines

Transcription

1 TVision Support Service Guidelines TVision Technology Ltd 1 st Floor Premier House Church Street West Woking Surrey GU21 6DJ MainTel: + 44 (0) Support Tel: + 44 (0) Fax: + 44 (0) Web: Last Saved: 07/12/2015 Page 1 of 19

2 CONTENTS 1 SUMMARY TVISION SUPPORT SERVICE HOURS OF SUPPORT OUT OF HOURS SUPPORT CALL LOGGING SUPPORT CALL LOGGING RESPONSE TIMES SUPPORTING CLIENTS FROM LOCAL DATABASES AND REMOTE CONNECTIONS... 6 Local Databases at TVision... 6 Remote Connections SUPPORT CALL CATEGORIES STANDARD SUPPORT CALLS CHARGEABLE SUPPORT CALLS CHANGE REQUESTS OBJECT DEPLOYMENT TO CLIENTS CLIENT RESPONSIBILITIES CLIENT SUPPORT ROLES CLIENT SUPPORT RESPONSIBILITIES GENERAL RESPONSIBILITIES SOFTWARE MODIFICATIONS AND VERSIONING LICENCES AND AGREEMENTS ESCALATION PROCEDURES ESCALATION PATH WITHIN TVISION ESCALATION PATH WITHIN CLIENT CLIENT COMPLAINTS CLIENT REPORTING OPEN CALLS REPORT MONTHLY CALL REPORT CHARGES AND INVOICING SUPPORT SERVICES DAILY RATES INVOICING APPENDIX 1: INITIAL CALL ASSESSMENT APPENDIX 2: TVISION CALL LOG PROCESS FOR CHANGE REQUESTS APPENDIX 3: NAV UPDATE Last Saved: 07/12/2015 Page 2 of 19

3 1 Summary The purpose of this document is to set out the guidelines for the provision of the Support Services for Microsoft Dynamics NAV solution implemented at TVision s Client sites. This document does not provide a formal Service Level Agreement but it is TVision s intention to work within these guidelines with the help of the Client. TVision will provide support to Clients as detailed in this document at the point of engagement, once all maintenance charges have been paid (see Section 9). It is TVision s intention to always work in partnership with Clients and to help to ensure that the Client has key, knowledgeable users in their business. TVision will support these users to maintain their system and provide help when required. This document details hours of service; the call logging process; call categories and how each is handled; the client responsibilities in the support process; TVision support of software changes and upgrades; TVision s call escalation and complaint policies; other services and our charge rates. The document explains how the TVision Help Desk meets its main objectives to: o o o o o o Maintain TVision ethos of being supportive and responsive to Clients Ensure that Clients are able to log faults over the phone with a manned Help Desk during normal business hours or via Log all support calls with a priority and call category Manage all support calls within the response guidelines set out in this document Ensure clear ownership of issues that go through a single point of contact and unambiguous points of escalation by routing the call to the correct resolution person/group within TVision or Microsoft Monitor performance of all support calls Last Saved: 07/12/2015 Page 3 of 19

4 2 TVision Support Service 2.1 Hours of Support The TVision Help Desk service is available between 9am and 5.30pm on workdays with support available to resolve any system delivery or support problems that may arise. The Help Desk can be contacted by: Phone: TVision will log any faults that are made during these hours. In the event that a fault is identified and resolved during these hours and if the Client staff are not contactable, the Client will be advised of the resolution status at the beginning of the next working day. In the event that an outstanding logged call cannot be resolved within working hours, work will continue on the next working day. TVision will offer the Client the option of working through to resolution, provided that TVision has the resources available to so do. Any such resolution activities undertaken outside normal working hours will normally be chargeable at the relevant TVision consultancy rates, at an hourly rate. Workdays are weekdays which do not fall on English Public or Bank holidays 2.2 Out of Hours Support TVision will use reasonable endeavors to provide availability and/or managed service support outside the agreed or support hours. However, assistance outside of office hours can only be provided if sufficient notice has been given to enable TVision to allocate the necessary resources. If the work is chargeable then weekend, Public and Bank Holiday premium rates will apply. Last Saved: 07/12/2015 Page 4 of 19

5 3 Call Logging 3.1 Support Call Logging All faults logged to TVision Help Desk will be recorded on an internal computerised Support Call Log and a call reference will be given to the caller for future reference. Each call will be given a priority as follows: Fault Call Priority Table Priority Code High Medium Low Description Critical system failure Critical but workaround available Non Critical and workaround available 3.2 Response Times TVision will aim to respond to calls in a timely manner depending on the type of fault as follows: Straightforward faults, resolved on the phone Whenever, possible, faults will be resolved immediately over the phone. The actions will be logged and the call will be closed. Faults that require investigation of an issue on copy of Client System held at TVision or by dialling into Client s Live System If the Support person cannot resolve this type of query, they will escalate to the appropriate consultant to resolve. The Support person will liaise with the Client on the progress of the call until it is resolved. Faults that cannot be replicated consistently/at all If the fault cannot be replicated consistently or at all, the call log will be closed until the issue can be replicated or reappears. Urgent calls Urgent calls (those of High priority) will be set up on the Call Log system to alert Help Desk staff to prioritise the call and the Support Desk Manager will be alerted immediately. TVision will aim to keep the client informed of progress on calls within the following timescales: Response Times Objectives Table Priority Code Confirmation of Call Logging Operations Team Response Time Frequency of Updates High 15 minutes 1 Hour Hourly Medium 4 hours 4 Hours Once a day Low 4 hours 2 Days Within 2 days Last Saved: 07/12/2015 Page 5 of 19

6 3.3 Supporting Clients from Local Databases and Remote Connections When a fault is raised by a Client that requires further investigation, TVision must be able to replicate the problem in order to fully understand the issue so a suitable suggestion or resolution can be offered. Depending on the nature of the issue, TVision can attempt to replicate the problem from a local copy of the Client s database, the Client s test system or, lastly, the Client s live system. When testing a fault the Client s environment must also be replicated in terms of licence file, client and database version. Local Databases at TVision In order to provide entry level support to our Clients, it is useful to have an up-to-date copy of the Client s system to use. If an issue relates to recent data that is only found on the Client s live system, a backup will be requested. The best form is a compressed, NAV backup file (fbk file) either transferred electronically or provided on CD or DVD writable disc. If the zip files are excessively large, portable hard drives should be considered. Remote Connections An alternative, and recommended in the Standard Engagement Letter (SEL), is the installation of a remote connection to the Client s NAV Server. This helps in promptly identifying and, subsequently, resolving issues with live data present; aids with deploying objects to Test and Live systems with Client s consent and provides the option of other services such as database optimisations (with the Client s consent). Last Saved: 07/12/2015 Page 6 of 19

7 4 Support Call Categories Each call logged on the TVision Help Desk will be categorised as one of the following types: Support Call The NAV system has generated an unexpected error or is not processing data as expected. Chargeable Work The NAV system requires a change at the request of the CLIENT that is not a deemed to be a bug. Other Type of issue not determinable at this stage or is outside the scope of being a Support Call or Chargeable Work When a call is logged, the type of call will be assessed to decide how the call should be dealt with and action required. Appendix 1 details the types of questions that the Client may be asked. 4.1 Standard Support Calls The following types of incidents will be handled by the Help Desk; Standard Microsoft NAV Queries - Handling and resolving Client problems and issues with standard Microsoft NAV product functionality. Client Specific Modifications - Handling and resolving Client calls arising from modifications made to the software by TVision and documented in their Functional Requirements Document (FRD) or similar agreed document of changes. 4.2 Chargeable Support Calls When a call is deemed to be chargeable, TVision will notify the Client and work with them to agree a course of action (see Appendix 2: TVision Call Log Process for Change Requests). The following is a list of the types of calls that would result in chargeable work and require agreement from the client; Reports any new reporting requirements, including new NAV reports or making modifications to existing reports. Software Amendments made by Client (see Section 6) - if the Client has made amendments to the software without consultation with TVision, any issues or queries that arise from this will be logged as a change request. Set up of System if the Client makes changes to the set up that creates a fault. Data Corruption - if the Client does not follow agreed process/procedures and has created data errors. Last Saved: 07/12/2015 Page 7 of 19

8 Object Corruption - If the Client accidentally applies objects in the wrong order or does not follow TVision instructions. This also applies any modifications made to the objects by the Client (see Section 5.4) Staff Support/Training (see Section 6) - it is the Client s responsibility to retain key, knowledgeable users on their NAV system. This means if key users leave or transfer, they should provide adequate handovers to ensure the successor is fully briefed on the system and how it is utilised within their functional area. Server Moves - if the Client has reconfigured their infrastructure (i.e. installed new servers and/or moved their NAV instance) without consulting TVision. Software Installation if a Client has installed new software on the NAV Server or attempted to upgrade their NAV instance without consulting with TVision. 4.3 Change Requests A change request is chargeable at TVision standard rates subject to agreement in advance with the Client (see section 8). The Client should complete a Change Request Form or forward an for all changes covering the same information held in the form. This includes: Change Description Benefits/Reason for Change Impact of not Approving Change List Supporting Information (Reference any related Information) TVision will issue the Client with a quote for the work detailing time and cost estimates. Once approved by the Client in writing, work will commence. 4.4 Object Deployment to Clients All object updates are ed to the nominated key super user at the client with details of what the change(s) is, how to install it and any post installation routines to run. See Appendix 3 for standard instructions. It is not within the scope of support to deploy objects into the Client s Test or Live system on their behalf. If this service is provided, then a suitable charge should be negotiated. Last Saved: 07/12/2015 Page 8 of 19

9 5 Client Responsibilities 5.1 Client Support Roles TVision will encourage the Client to appoint at least one, if not both, of the following: Super User Deputy Super User 5.2 Client Support Responsibilities The main responsibilities of the Client Super User are: To provide 1st level support to internal users To escalate, co-ordinate and screen queries via TVision s Help Desk To ensure they themselves are suitably trained in the NAV modules in use including customisations To ensure TVision are able to remotely connect to their systems To ensure TVision has the latest copy of the software to maintain version control 5.3 General Responsibilities The Client should ensure that any member of staff using the software has received adequate training. If the Client wishes to use aspects of the software for which they have not been trained, and this results in excessive enquiries to the Help Desk, TVision will recommend an appropriate training course and reserves the right to refuse further assistance if the training is not undertaken within a reasonable time-frame. The Client should ensure that only the Super Users call the TVision Help Desk. The Client will give reasonable co-operation to TVision to enable support to be provided economically and efficiently. This is likely to include: allow downtime or system re-boots; allow patches, upgrades or modifications to be installed; provide data and suitable personnel for testing patches, upgrades and modifications; ensure that testing of fixes takes place within seven days of delivery answer enquiries and provide specimens of problems to enable the Help Desk to consistently replicate the error TVision will try to ensure that any downtime arising as a result of any of the above will be minimised as far as possible. The Client will load any new objects sent to them by TVision into a test database, and will test the functionality to ensure it meets the specified requirements. The Client should Last Saved: 07/12/2015 Page 9 of 19

10 follow TVision s instructions regarding the loading of these objects. If the objects pass the Client s acceptance testing, they should inform TVision before loading the objects into the live database. 5.4 Software Modifications and Versioning Unless licensed, the Client should not make any changes to the software objects. Where the appropriate licence has been bought and the appropriate people are trained and certified; TVision will agreed a separate process as to how changes are managed and implemented. Any faults which emerge from changes to the software made without the appropriate licence, training, certification and which do not follow the agreed process will be charged on a time and materials basis at the prevailing rates as set out in Section 8 and is at TVision s discretion. 5.5 Licences and Agreements In order to implement a change/upgrade, the Client must have all the requisite software licences and Support Agreements necessary from the appropriate manufacturers. Such licences and Support Agreements must be legally valid and, together with any necessary software distribution and documentation, be made freely available to TVision if required. Last Saved: 07/12/2015 Page 10 of 19

11 6 Escalation Procedures This section details the escalation procedures to be used by TVision and the Client if a problem or fault needs to be escalated. These procedures will be used by TVision when: A Fault is not going to be resolved within normal service delivery levels (see 3.2 Response Times). TVision will contact Client to inform the Client of the nature of the problem, the users affected and the actions being taken to ensure a fix at the earliest possible time. Assistance is required from Client in order to affect a resolution of a problem. TVision s Help Desk has not been able to make contact with Client during core hours. Any other situation that demands special attention by Client. These procedures will be used by Client when: TVision has not responded within the normal service delivery levels (see 3.2 Response Times). Client is not satisfied that a Fault or problem is receiving the level of attention that the issue or problem merits. Any other situation that demands special attention by TVision. 6.1 Escalation Path within TVision Escalation Level Contact Responsible for Problem Resolution 1 Standard Contact(s) 2 Help Desk Manager 3 Account Manager 4 Managing Director The relevant contact names, addresses and telephone numbers shall be provided by TVision to the Client and any changes notified. 6.2 Escalation Path within Client Escalation Level Contact Responsible for Problem Resolution 1 Help Desk/Nominated Super User 2 Head of IT/Finance 3 Managing Director Last Saved: 07/12/2015 Page 11 of 19

12 The relevant contact names, addresses and telephone numbers shall be provided by the Client to TVision and any changes notified. Note: that TVision will also use internal escalation procedures if it is clear that a Fault is not going to be fixed within an acceptable time, or if additional technical support is required. 6.3 Client Complaints Any complaints about a given solution or the service the Help Desk has provided will be logged and responded to within 24 hours. The Help Desk Manager will monitor progress on complaints and if any have been open for more than 3 days investigate and ensure all necessary action and communication has taken place. If not, the Help Desk Manager will try to resolve the issue. If after 7 days, the complaint is still open, the Help Desk Manager will escalate to the Account Manager for further resolution. If after 10 days there is still no resolution, it will be escalated to the TVision MD. Last Saved: 07/12/2015 Page 12 of 19

13 7 Client Reporting On request, TVision can provide clients with regular status reports by . Clients that request this are generally those with a large user base and high volume of calls. 7.1 Open Calls Report Last Saved: 07/12/2015 Page 13 of 19

14 7.2 Monthly Call Report Last Saved: 07/12/2015 Page 14 of 19

15 8 Charges and Invoicing 8.1 Support Services Support and maintenance for NAV is calculated on a percentage of the software value. This cost is split between Microsoft Dynamics Enhancement Plan (currently set at 16%) which entitles your business to new versions of the standard NAV software and also access to the CustomerSource website. Access to TVision s end user helpdesk support is charged at 10%. (i) (ii) Support for development of the solution will be charged at 10% of the cost of the development days of the project and/or any change request development during the year, Support Services in respect of future purchases of software granules will also be charged at prevailing % rate, pro-rated to the next renewal period, Note: These figures are subject to change with each annual review. 8.2 Daily Rates (i) Current Daily Rate Charges for Services performed are: Director Consultants; Project Management 995 Consultancy/Development 895 Specific Training 895 (ii) (iii) (iv) (v) (vi) All prices exclude VAT TVision may from time to time increase the Daily Rate Charges for Services, subject to providing one month s notice of the increase to the Client All worked deemed chargeable will be subject to a minimum charge of 1 hour. A day is defined as 7½ hours Reasonable travel and other expenses incurred on Call Out will be charged to the Client where applicable Travel time over 1 hour will be charged as applicable 8.3 Invoicing (i) All annual support invoices must be paid (cleared funds with TVision) 4 weeks prior to the renewal date. Microsoft now charge penalty fees from the first day of the renewal which we will pass on to you. TVision will also issue an administration charge of 150 to cover the additional administration costs incurred. TVT Support will also be suspended until payment is received. Last Saved: 07/12/2015 Page 15 of 19

16 (ii) Payment terms are normally agreed with for the initial project. Once the project has gone live TVision s standard payment terms are applied to ongoing invoices. The standard payment terms are currently 14 days from date of invoice. Last Saved: 07/12/2015 Page 16 of 19

17 APPENDIX 1: Initial Call Assessment Telephone to Support New Call created and details logged Can the Issue be resolved immediately? Yes Complete resolving action Record all actions against Call No Does the call need another resource to resolve it? Yes Transfer the call to new dependant No Does the call need to be escalated to Microsoft? Yes Raise PartnerSource Log No Do you need more information from client? Yes Send or Phone Client to request more info No Does any development need to be made to resolve issue? Yes Detail the changes made See Fig. 2 No Does any testing need to be carried out? Yes Note what is being tested No Generally, more investigation required? Yes Note what investigations are being made No Start Decision Process Again Last Saved: 07/12/2015 Page 17 of 19

18 Appendix 2: TVision Call Log Process for Change Requests See Fig. 1 Investigate what needs to be done Call Log Re- Opened Object Change Reqd? NO Normal Call Resolution YES Create Quote YES Chargeable Change? NO Quote Reviewed and Approved by PM/Consultant Undertake Development Development Completed Quote ed to Customer Development Tested Customer in Agreement? YES Work Order Created Objects Version Controlled NO Quote Archived Customer Invoiced at End of Month Objects Attached to Call Log Call Log Closed Work Order Closed if Chargeable Objects Deployed from Call Log TVision Notes This flowchart details the process of small pieces of work that filter through the Support Desk. Any larger projects will be managed outside of this framework Customer Imports Object Update to TEST Customer tests Object Update Customer Provides Feedback NO YES Are the results correct? Customer Customer loads Object Update to LIVE Last Saved: 07/12/2015 Page 18 of 19

19 Appendix 3: NAV Update Last Saved: 07/12/2015 Page 19 of 19