Service Level Terms

 

Introduction 

As most traditional IT services are based around site visits by engineers, based around that deliverable, meaning the measurable standards are how quickly you see someone on site.

 

Many od the services delivered by Propel Technologies’ can actually be ‘invisible’ in many ways to a non-technical end user. To ensure that our customers get value for money we therefore seek to make this ‘visible’. To do that we outline here all tasks that are carried out as a part of the service contract, what they do, how they work, and how you can tell very easily if they are being done as per the service agreement.

 

It is also the fundamental premise of Propel Technologies to avoid visits wherever possible, as this drives up the cost of providing support, and slows down the provision, so our Service Levels are designed to avoid onsite visits and provide better service remotely, this benefits all of our customers.

  

Response times 

It is difficult to set response times for many of the services that Propel Technologies provides as many of them are complex automated services, and so the response is immediate. These need a lot of care and attention to make sure that they all work correctly, but this maintenance is ongoing and continuous.

 

However, where you make contact with us, we will prioritise the incident as covered in the ‘Setting Priorities’ section and will agree to respond within the given time frames.

 

A response does not merely mean we will let you know we have received your message, it means we will look at your issue, started diagnosis, and we will come back to you with 4 facts:

 

  1. A clear agreement of what the incident is about

  2. An owner for the problem both at Propel Technologies and your company

  3. A clear outline from Propel Technologies as to what the next steps are

  4. An expected time frame to resolution of the problem

 

It is extremely important that you discuss the priority clearly with the Propel Technologies representative as the priority will be set by agreement, the default priority will be used if you do not specify. You must also be realistic about the priority of an incident. Any incidents which have been set above their allotted response will be dropped to the appropriate priority by a business owner of Propel Technologies, which will also reset the count time for the incident. Propel Technologies reserves the right to alter the level of priority based on initial assessment.

 

The target Response times are as follows within standard hours 0830 - 1700:

Priority                          Response Time

Emergency                    1 Hour

Urgent                           4 Hours                                                 

High                               1 Business Day

Normal (Medium)        3 Business Days

Priority Definitions

As the setting of Priority for an incident carries such an important weight in the delivery of service, it is imperative that this is carried out in a consistent and fair manner for all customers. To ensure this, clear definitions exist to decide what priority any incident will come under, and this is based upon the business impact.

Emergency is defined - All users impacted and deemed business critical, here are some examples:

  • Virus Outbreak

  • Email server failure

  • Server crash

  • Network failure

  • Incapacity to trade across the business

  • Incapacity to produce products across the business

Urgent is defined - one user unable to work or all users significantly impacted, here are some examples:

  • Single virus

  • Users machine crashed

  • Internet outage*

  • Important File unavailable

  • Printer problem

High is defined - one user unable to perform a single function, here are some examples:

  • Application fault

  • File unavailable

Standard is defined - General question, enquiry or problem that does not affect any users ability to work, here are some examples:

  • How do I…?

  • How much would…cost?

*Note that Internet outage is not an emergency priority as it is held with a 3rd party – your ISP, and while Propel Technologies will endeavor to chase this as quickly as possible, it is outside of our control.

 

If at any time you feel that your incident has either not been given the appropriate priority, or that your incident is not being dealt with quickly enough, then you should contact the Propel Technologies representative assigned to your incident. You are also welcome to contact the Director of the company at any time.

 

It is the responsibility of the end user to log a service request ticket, either by phone 1300 707 661 or by emailing support@propeltech.com.au All relevant information is to be included and clearly conveyed. Any incident which is failed to be reported appropriately will delay response and resolution times. A senior member of Propel Technologies may reset the count time for the incident in this event.