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:
|Bank and Public Holidays – Peterborough Office||Bank and Public Holidays – Lisburn Office||Bank and Public Holidays – Glasgow Office|
|New Year’s Day||New Year’s Day||New Year’s Day|
|Good Friday||Easter Monday||2nd January|
|Easter Monday||Easter Tuesday||Good Friday|
|May Day Bank Holiday||May Day Bank Holiday||Easter Monday|
|Spring Bank Holiday||12th July||May Day Bank Holiday|
|August Bank Holiday||13th July||Spring Bank Holiday|
|Christmas Day||Christmas Day||Christmas Day|
|Boxing Day||Boxing Day||Boxing Day|
During month-end periods, incidents that may affect the Customer’s ability to meet central reporting deadlines will be treated as priority 1.
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:
Authorisation to proceed must be given prior to any change requests being performed.
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:
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.
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:
All Receipts will be provided as proof of purchase.
What is covered?
What is Not Covered?
What is Deemed as Chargeable Work? (Unless Otherwise Agreed)
What is the Procedure for Requesting Chargeable Work?
Should Xperience receive a request for chargeable work, the following procedure will be followed:
|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 ‘High’ 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|
Please Note: The following scenarios will automatically exclude tickets from being measured within the SLA and will, therefore, be deemed as outside the SLA:
In the event of emergency maintenance, an incident will be posted on our status page (http://status.xperience-group.com/) as soon as possible.
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.