Maintenance and Support Service Level Agreement
Content management Application Support
This Service Level Agreement (SLA) identifies what our customers can expect from Harlequin Solutions Support Services (HSSS). It specifies the services and commitments of Harlequin Solutions and the expectations and obligations of the client.
Harlequin Solutions serves the client community by providing a single point of contact to report Punch CMS application problems.
Online
There is a dedicated website for the reporting Punch requests: www.solutions.co.uk/jobtrack. This website will require a User ID and Password, which will be allocated by HSSS.
Calls logged via our online system can be made 24-7, 365 days of the year. This is the preferred method and will have the highest priority for support.
There is a mailbox support@solutions.co.uk for persons to report problems. These messages go directly to the coordinator’s mailbox.
Voice
The Automatic Call Distribution (ACD) systems allows help desk personnel to answer incoming calls when logged in. (choose option 2).
Voice mail
If no one is available to answer the ACD, messages can be left in the help desk voice mailbox.
Service level
1] The Help Desk is available for reporting problems from 9.00am to 5.30pm Monday-Friday.
HSSS clients may contact the Help Desk about Punch CMS issues and general consultation.
Responsibilities of Those Making a Request
Whenever possible, callers should contact the Help Desk while in front of the affected equipment. All requests will be entered and updated in a common database. Callers may be asked to provide the following information when making a request.
- Full URL
- User Log on details
- Full description of problem(s)
- Full description of error message(s)
- Screen shot
All contacts should be made via a single authorized customer contact. An authorized contact is someone in your organization who is recognized by HSSS as authorized to contact HSSS for support.
HHSS will confirm all support charges have been cleared before responding to any support queries. A unique support contract should be in place for each licensed copy of Punch CMS installed.
- All messages requiring action (and follow-up) are logged to the JobTrack website. Requests for work will be scheduled according to an assigned priority and availability of staff resources
- During normal hours, the telephone is answered as soon as possible. Users have the option of leaving a voicemail message during regular hours or after hours.
- All calls will receive a response within 8 hours, or the next business day to verify a problem and/or set up time for resolution.
Priorities and response times
Calls will be processed using the following categories for priority assigned in the following order:
- Panic calls receive attention within 2 hours. Panic includes: server is down.
- Urgent calls receive attention within 8 hours or the next working day. Urgent includes: single user failed logon.
- High calls receive attention within 24hours or the next working day. High includes: non-severe application errors.
- Medium calls will be scheduled for resolution within 1-2 working days. These calls will be closed within 5 working days. "How to" questions not answered at the time of the call will be scheduled for resolution.
- Low calls will be scheduled for resolution within 2-3 working days. These calls will be resolved within 10 working days. Low priority generally includes requests for new functionality such as software upgrades.
Escalation
HSSS shall invoke the escalation procedures below, where necessary, to ensure that all calls submitted by the client will be actively progressed:
- After 24 hours - Technical Manager
- After 48 hours - Project Manager
- After 72 hours - Managing director
Network infrastructure
HSSS will not manage and troubleshoot network file servers, network operating systems, network printing services, web servers, and other network hardware and software components striving to provide a fault-tolerant production network.
Standard Software Suite
HSSS will not manage and troubleshoot the server-based DOS, Windows, and Macintosh software applications and desktop operating systems provided in the Clients standard software suite.
HSSS will maintain all ActiveX components installed by the Punch CMS application.
System Backups
HSSS will not be responsible for backup or recovery of any data held on the client server. The client should maintain routine backups and log files. HSSS will be available for advice and recommendations on setting up backup procedures if required.
User Accounts
HSSS will not add and maintain user accounts on the primary file server. Client administrators should maintain new user accounts including all password information.
Training
HSSS develops courses for training Punch administration, including the Microsoft Office Suite. Courses are held at the main Harlequin site, as well as on-site training at client sites. Users are encouraged to attend the classes to full system administration knowledge. See the Training Service level agreement for more information.
Dial-IN Access
HSSS would prefer dial-in access to support the Punch CMS application. If remote access is not available, HSSS will rely on the client for the implementation of any code changes and system upgrades.
Backup Server
HSSS will maintain an exact replicate copy of the main system installed (excluding data). HSSS will also maintain a copy with all amendments and code corrections added to the installation, subsequently. This will be used for the purpose of testing and support for all code implemented. HSSS will not maintain any bespoke development made by the client unless specifically requested by the client.
Product upgrades
The maintenance plan includes access to all minor upgrades during your contract period. Minor upgrades refer to software amendments improving the reliability of the core Punch CMS application.
All system upgrades will only be installed remotely, if this option is available, during office hours or otherwise dispatched to the client for installation.
The client will be notified of all upgrades prior to installation.
