https://www.xperience-group.com/service-level-agreement/
This SLA outlines the levels of service delivered by Xperience and our Technical Support Team.
The Support Helpdesk is open from 09:00 until 17:00 (GMT), Monday to Friday, excluding Bank and Public holidays in England, Wales, Scotland and Northern Ireland. Which will vary by locale as per the information provided below:
The Professional Services Manager will work with the relevant business contacts to ensure that the change request process is known, understood and followed, ensuring controls are not compromised.
All change requests will be logged with the relevant Project Manager.
Prior to any resource allocation, all work requests will be reviewed by Xperience and the Customer to determine whether they are change requests or a separate project.
Urgent requests are defined as requests which may:
Urgent changes will be reviewed retrospectively during the next available review to ensure processes were followed and the change was manage
Complaints concerning specific calls/incidents should be made to the Support Helpdesk Manager.
In case of any concerns or general dissatisfaction regarding service received, customers should:
Firstly, contact the Support Helpdesk Manager who will investigate the complaint.
Secondly, if further escalation is required – either:
In case of an operational complaint – contact the Professional Services Manager.
In case of a complaint relating to a change request/small project or projects where the business is clearly affected by the issue, contact the relevant DMC Project Manager.
The Customer will ensure that when users change job roles, all system authority will be updated for the individual that is appropriate for the new job function. The Customer is responsible for administering system-level security (user name, password, and application authority). Certain applications contain additional security that may be administered by the DMC support helpdesk.
These items are excluded for SaaS Contracts. Please note, VPS Hosting Contracts only include the backup of the VHD and therefore, DMC Software Solutions will not be held responsible or will not be liable for any loss or corruption of data contained within the VHD.
To the maximum extent permitted by applicable law, Xperience or its subcontractors shall, in no event, be liable for any consequential, incidental, indirect, punitive, or damages of any other kind. This includes, without limitation, damages for loss of business profits, business interruption or other pecuniary loss arising from the provision of service support or from the use of, or inability to use, software provided by Xperience, even if Xperience had been advised of the possibility of such damages.
Appendix 1: Required Information
Please include the following information:
In the event of On-Site Technical Support is required, provided the services are applicable at the standard day rate, the following expenses will be inclusive within the United Kingdom. Otherwise, the following expenses will be invoiced accordingly:
Should Xperience receive a request for chargeable work, the following procedure will be followed:
Xperience will estimate the request and notify the Customer in writing together with an expected delivery date
The chargeable request will be specified to the Customer’s satisfaction and signed off by the Customer
The Customer should provide a valid purchase order number or written consent in order to proceed
The Customer will be invoiced upon delivery within Xperience’s normal trading terms and conditions
1 – Critical (Critical/Urgent) High, direct impact on the whole business resulting in loss of sales, orders, delay or impact dealers. No workaround or alternative method for completing the task available (e.g. Network failure, critical application/file failure, power failure, telephone switch failure). All ‘Critical’ priority incidents are automatically escalated to the Support Helpdesk Manager. 6 Hours
2 – High (Important/Significant Disruption) High, direct impact on the whole business resulting in loss of sales, orders, delay or impact dealers. No workaround or alternative method for completing the task available (e.g. Network failure, critical application/file failure, power failure, telephone switch failure). All ‘High’ priority incidents are automatically escalated to the Support Helpdesk Manager. 8 Hours
3 –Normal (Monitor/Personal Disruption) Low impact on the business as a whole but inconvenient for the individual. Able to use alternative workstation or system whilst problem is being fixed. Error in a function of a system that prevents the function being used but does not impact other parts of the system. 12 Hours
4 – Low (Informational/Request for Help) Request to the Support Helpdesk for advice/guidance on the use of a system, product or application. Minor problem that does not impact users but the user feels it should be known about. 16 Hours
If you are unhappy with the progress of a call and would like to escalate it to a more senior level, you can contact the Support Helpdesk Manager on 01733 362 120.