Service Level Agreement

This Service Level Agreement (SLA) is written to provide the parameters of all IT Support Services provided by Aprobrium Limited, trading as Lexacom (the Service Provider) to all customers (Customer).

 

This SLA remains valid until superseded by a revised version published by the Service Provider which will be communicated to the Customer via email by the Service Provider and placed on the Service Providers website, or until superseded by a modified version which must be mutually endorsed by the stakeholders (Service Provider and Customer).

 

The SLA will be reviewed at a minimum of once per fiscal year; however, in lieu of a review during any period, the current SLA will remain in effect.

 

The Support Services Manager (Document Owner) is responsible for facilitating regular reviews of this document. 

 

The purpose of this SLA is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer by the Service Provider by providing a clear..

-               ..reference to service ownership, accountability, role and/or responsibilities

-               ..concise and measurable description of service provision to the Customer

-               ..perception of expected service provision with actual service support and delivery

 

Document Owner:                                              Aprobrium Limited

Review Period:                                                    Annually

Dates of previous amendments:     

 

 

Service Description

 

The following services are covered by this SLA:

• Manned telephone support
• Monitored email support
• Remote assistance using remote control where available
• Planned or emergency onsite assistance (extra costs may apply)

 

Service Availability

 

• On line support is available through Knowledge Base articles and videos on www.lexacomcloud.com
• Support requests can be logged on www.lexacomcloud.com
• Email support is monitored from 9:00hrs to 17:00hrs Monday to Friday. Email: helpdesk@lexacom.co.uk stating your direct telephone number with a description of the situation requiring support.
• Technical telephone support is normally available from 9:00hrs to 17:00hrs Monday to Friday 01295 236940

 

The Service Provider will seek 100% availability during work hours for all the interfaces combined to request support, which means the Customer will always have at least one mean available to report an incident during working hours.

 

Interface	Availability (% time service is available to user)	Hours to measure
Web Portal	99%	At All Times
Email	99%	At All Times
Telephone	90%	During Work Hours

 

Any pre-scheduled maintenance should not impact the Customer, however should this not be the case, advance notice of one working week will be provided by email to the Administrator of the Customer account. The Administrator details are provided by the Customer to the Service Provider when the Customer account is opened. The Customer is to advise the Service Provider of any changes to the contact details by emailing sales@lexacom.co.uk and ensuring a change to administrator access to the Cloud is requested.

In the event of unscheduled maintenance being required the Service Provider shall use commercially reasonable endeavours to give the Customer at least 6 Normal Business Hours' notice in advance of such work.

 

Service Levels

 

The Technical Support Help Desk (Support Team) is the single point of contact for all Service users on a daily basis, and is performance managed to ensure that all incidents and service requests are handled effectively and efficiently.

 

The core function of the Support Team are:

• To pick up calls from the queueing system

• Assign a Case number and log the call onto the customer account
• Provide 1st line support
• Advise customer of available updates
• Escalate cases when and where required
• Provide progress updates to Customer
• Close all resolved cases when customer has confirmed their satisfaction.

 

For support options please refer to Service Availability above.

 

The Support Desk will be manned from 09:00 hrs to 17:00hrs each week day by 1st Line Technicians. All contact will enter a queueing system and will be answered in order of contact being received and case numbers will be allocated and recorded.

1st Line Technicians are expected to resolve 80% of cases within 1 hour of the call being answered.

 

Support Desk KPI’s include:

• 95% of calls are resolved on the initial contact
• Average time of 15 minutes to resolve a case at 1st line contact
• 98% user satisfaction, via after-call survey, with the handling and outcome of the call.

 

Line / Tier Escalation

Where a case cannot be immediately resolved by the 1st Line Technicians, it will be channelled to the appropriate technical support level or product specialist. The caller will be advised by the Support Desk as soon as a solution is found, and/or kept informed of progress where appropriate. If contact is made by email or call logging, the Customer must make best efforts to ensure availablity when the Service Provider calls to provide support.

 

• 2nd line/tier            Escalation to 2nd line from 1st line will be confirmed by an acknowledgement of the case being received.
• Development        Escalation from 2nd line will be confirmed by an acknowledgment of receipt of the case being received.

 

Upon escalation, cases are weighted according to the severity based feedback from the Customer. The weighting can change through the life cycle of a case

 

In support of services outlined in the SLA, the Service Provider will respond and provide resolution to service related incidents and/or requests submitted by the Customer within the following timeframes:

 

Severity Level	Case Description	Target Response Time	Target Resolution Time
High	Critical Service Impact: The case affects the whole system e.g.: system is not operational, data integrity at risk, lost data, failed recovery	0-8 working hours	Within 2 working hours
Medium	Significant Service Impact: The case seriously affects the working of the system and no acceptable workaround is available	Within 2 working days	Within 5 working hours
Low	Low Service Impact: The case affects individual users and the service is still functioning e.g.: a work around is available, document issues, general questions, enhancement requests.	Within 5 working days	Within 5 working days

 

Response does not represent a solution as some cases may require a longer resolution period. Response time means we will advise of our attention and when possible provide an estimation for the next point of contact.

 

Note                      

If any issues arise as a result of 3rd party, or local infrastructure, failure or impact, Lexacom will advise on an appropriate course of action.  At this point the case will be closed pending further updates from the Customer and/or 3rd party. The case will be re-opened if the cause of such issues have been resolved and further assistance is required.

 

Remote assistance will be provided in-line with the above timescales dependant on the priority of the support request and the customer allowing access. Customer resources are expected to be available and willing to work with the Service Provider to resolve issues.   

 

Out of hours support can be arranged on a per client and per case basis, at additional cost to the Customer.

 

Management Escalation

 

In the event a client is dissatisfied with the service provided by the Service Provider the following escalation path is available:

• Escalation from 1st line to 2nd line
• A call or email to the Support Desk requesting the involvement of the Support Services Manager
• A call or email to the Support Desk requesting the involvement of the Managing Director