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All work will be delivered following industry best practices Information Technology Infrastructure Library (ITIL) |
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We will always identify and suggest areas which can contribute to the growth of our customers |
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All new clients will be contacted within two days of signed contracts being received |
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Monthly account contact and quarterly face to face reviews thereafter |
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Account management ensuring smooth, consistent and accurate customer service |
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Multi-contact channels – voice; email; online |
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Support Services - Service Level Agreements (SLAs) for customer logged incidents within our core business hours of 8.00am - 6.00pm, Monday to Friday:
- Critical : 15 min response / Fix Time within 4 hours
- High : 1 hour response / Fix Time of a day
- Medium : 1 day response / Fix Time under 5 days
- Low : 2 day response / Fix Time within 10 days
- Out of hours on-call facility option
- SLA rebates (subject to conditions)
- Escalation process
- Preventative maintenance
- Formal change control procedures
- Incident audit trail
- Detailed management information
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Service Delivery
- Service Level Agreements (SLAs) for Applications/ Services System Uptime
- 24x7 IT infrastructure polling of capacity/availability with exception flagging/reporting
- SLA rebates (subject to conditions)
- Detailed management information
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