Customer Expectation Documents

Customer Expectation Documents

Customer Expectation Documents           |           Support & Service           |           Severity Chart

Support & Service

The Support Services for the Devices and Licensed Software are provided to ensure that it performs the functions for which it is designed and has been enabled.

The Support Services do not cover the provision of network support (chargeable at prevailing network support services rates), the requirement for which is not directly attributed to the Devices and Licensed Software function.

Location SLA Target Level
FLEET UPTIME Metro / Regional / Remote 8 hours 100%
DEVICE SERVICE RESPONSE TIME Metro / Regional / Remote 2 Business Hours 85%
DEVICE SERVICE RESTORATION TIME Metro / Regional / Remote Next Business Day +1 / +2 / +5 80%
SOFTWARE SUPPORT RESPONSE TIME Metro / Regional / Remote Refer to Severity Chart Refer to Severity Chart

Severity Chart

Severity Severity Description Location SLA Target Level
1. CRITICAL Complete interruption of service affecting all users and main functionality. Metro / Regional / Remote 0.5 hours 85%
2. HIGH Significant impact to service or a time critical issue (date specific, end of month etc.) Metro / Regional / Remote 1 Business Hour 85%
3. MEDIUM Default state for all logged calls. These are faults, though minor. Metro / Regional / Remote 2 Business Hours 85%
4. LOW Informational, not actual faults. Metro / Regional / Remote 8 Business Hours 85%

Note:

The Service Levels percentages and averages apply per calendar quarter. They have been determined on the basis that you will utilise the monitoring tools we provide and we reserve the right to make reasonable changes to the Service Levels in the absence of use of monitoring tools.

“Metro” means locations within metropolitan areas of state capital cities.
“Regional” means locations outside Metro areas and within 25 kilometres of an authorised service provider.
“Remote” means all locations not included in Metro or Regional locations.