| Table of Contents |
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Purpose | This document defines the scope of the support service SLA |
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Author | |
Amended By | |
Review by | |
Effective | 6th May 2019 |
1 Support Service SLA Policy
1.1 Introduction
This document defines the scope of the Service Level Agreement or SLA for the delivery of a support service aimed at providing customers of QikServe with established and measurable minimum standards of performance in the delivery of support service.
1.2 Definitions
Capitalised terms used within this document shall have the means set out below:
"Error" means an error in the Software which causes a material non-conformity of the Software with the specifications set forth in QikServe's published statement of Work ("the "SOW").
"Error Correction" means the use of reasonable efforts to correct Errors.
"Fix" means the repair or replacement of an object or executable code versions of the Software to remedy an Error.
"Workaround" means a change in the procedures followed or data supplied by the Customer to avoid an Error without substantially impairing Customer's use of the Software
"Service Request" means an issue raised by the Customer through the Helpdesk or via other support methods describing an Error or Issue
"Change Request" means a request by the Customer to change an element of a provided service
"Incident" means a loss of service through a system outage or other incident
"Problem" means issue related to the underlying cause of an incident
"Helpdesk" means the application used to manage, track and resolve Service Requests, Change Requests, Incidents and Problems
"Support Channel" means the method used to submit a request into the Helpdesk e.g. Ticket or Phone Call
1.3 Technical Contacts
Technical contacts are the liaisons between the Customer and QikServe for technical support for the QikServe Software. Technical contacts should have, at a minimum, QikServe's introductory product training, to ensure that they are knowledgeable about the QikServe's Software and its operating environment to help resolve issues and to assist QikServe in analysing and resolving Support Requests.
1.4 Support Team Structure
QikServe operates a multi-skilled support service encompassing distinct levels of support. A high-level overview of the team structure is as follows:
Support Team - Front line support to the Customer and their Technical Contacts
Escalation Teams - Direct line of escalation for the support team covering Implementations, Product Support and Engineering
Customer Support Coordinator - Coordinates resolution of all issues sent to the Helpdesk
Operations Manager - Overall responsibility for the management of the support team and liaison point for Team managers acting as escalation points
Chief Financial Officer - Overall responsibility for Operations encompassing Customer Support and Escalation points
2 Service Definitions and Limitations
2.1 Definitions of Service Request Severity
The following tables define the Urgency/Impact matrix and the four levels of severity that will be used against Service Requests, Change Requests and Incidents submitted through Support Channels into the Helpdesk:
Severity Level | Urgency Criteria |
|---|---|
Critical |
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High |
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Medium |
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Low |
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Severity Level | Impact Criteria |
|---|---|
Extensive |
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Significant |
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Moderate |
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Trivial |
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Urgency / Impact | Urgent | High | Normal | Trivial |
|---|---|---|---|---|
Critical | 1 | 2 | 2 | 3 |
High | 2 | 2 | 3 | 4 |
Medium | 2 | 3 | 4 | 4 |
Low | 3 | 4 | 4 | 4 |
2.1.1 Severity Conflict
The issue severity will be dictated by the Customer however QikServe reserves the right to amend the severity of an issue should it be appropriate to do so. If an agreement cannot be reached between the Technical Contact and the Support Team then it should be escalated to Customer Support Manager who will liaise with the customer to reach a mutually acceptable Severity level for the problem.
3 Response Times and Resolution
3.1 Response Times
On receipt of a Service Request into the Helpdesk, an automated acknowledgement issued confirming receipt of the Service Request. This, however, does not denote acceptance of the issue. The first response will be denoted by the acceptance of the issue by a member of the support team and confirmation it is in the process of being addressed.
3.2 Resolution Times
Once an issue has been accepted into the Helpdesk the QikServe Support team will use all reasonable endeavours to remedy the Service Request as quickly as possible. This will be subject to the timeframes listed below
3.3 First Response/Resolution Timescales by Severity
Initial response & fix times will apply dependent on the severity of the issue. The following definitions apply:
First Response Time - This is the period between the Customer submitting a Service Request and a member of the Support team responding with acceptance of the issue
Resolution Time - This is the period between acceptance of the issue by a member of the Support team and the issue being marked as resolved. It should be noted that this time period can be influenced by factors outside of QikServe's control such as:
Slow or no response from the Customer to a request from QikServe for additional information
Escalation time between QikServe and third-party vendors
Confirmation of a Bug where resolution requires development and release of the software
In these instances resolution time, SLAs will not apply
Severity Level | First Response Time | Resolution Time |
|---|---|---|
Severity 1 | 1 Business Hour | 4 Business Hours |
Severity 2 | 2 Business Hours | 6 Business Hours |
Severity 3 | 8 Business Hours | 12 Business Hours |
Severity 4 | 24 Business Hours | 48 Business Hours |
4 Scope of Support Services
4.1 Support Availability Hours
Standard business hours are currently defined as 09:00 - 22:00 Monday to Friday GMT. QikServe acknowledges that kiosk support may extend beyond these times and as such support for Severity 1 and Severity 2 Service Requests is extended to a 24/7 basis by the provision of a priority telephone support line.
4.2 Support Process
In order for QikServe to provide the highest possible level of service and to avoid any miscommunication or delays, QikServe has the following process flow for all incoming Service Requests into the Support Team.
4.2.1 Communication Standards
QikServe recognises that communication throughout Service Request resolution is of paramount importance and as such QikServe will provide updates to the Customer at regular intervals throughout the resolution cycle.
4.2.2 SLA Escalation
In the event that the Customer feels that QikServe is failing to meet the commitments of the SLA agreement then the following escalation path should be followed:
Primary - Customer Support Coordinator
Secondary - Operations Manager
4.3 Performance Measurement
The following measurements will apply to determine a Quality of Service level between QikServe and the Customer:
KPI Name | KPI Measurement of Success |
|---|---|
First response | 90% of all issues met within SLA |
Resolution Time | 85% of all issues resolved within SLA |
Call Answer Time | Calls answered within 60 seconds |
Call Quality of Service | 95% of calls successfully answered |
C-SAT | C-SAT score of 90% |
4.4 Modifications of Software
QikServe may, in its sole discretion and only pursuant to a Services Attachment executed by QikServe and Customer, accommodate requests for modifications, however, QikServe is under no obligation to incorporate those requests from Customer in future releases of the Software or to provide Support Services for such modifications.
4.5 Error Correction
QikServe shall exercise efforts to correct any Error reported by Customer in the current unmodified release of Software.
4.6 Exclusions
QikServe shall have no obligation to support: (i) altered or damaged Software or any portion of Software incorporated with or into other software; (ii) Software that is not the then current release or immediately previous sequential release which is aged twelve (12) months or more since the issuance of the successive release; (iii) Software problems caused by Customer’s negligence, abuse or misapplication, use of Software other than as specified in Application Proposal (description of services) document or other causes beyond the control of QikServe; or (iv) Software installed on any hardware that is not supported by QikServe. QikServe shall have no liability for any changes in Customer’s hardware. QikServe reserves the right to change the maintenance services it offered at the end of any maintenance term. QikServe shall give Customer at least sixty (60) days’ notice prior to implementing any such change
5 Support Contact Details
The following contact details currently apply for the submission of Service Requests:
Telephone: +1 (800) 254 6089 or +44 (0131) 510 2900
Email: support@qikserve.com
Customer Portal: http://support.qikserve.com
Escalation Paths:
Customer Support Coordinator -
Operations Manager Chris Timms - +44 595630967 - chris.timms@qikserve.com
Chief Financial Officer Sam Peachey - +44 7949 806 779 - sam.peachey@qikserve.com