Our Support Structure

A. SUPPORT – METHOD AND STRUCTURE OF OUR SUPPORT FRAMEWORK

  • Case management of reported problem (“Incident”) from initiation to closure. An individual case will be assigned to each Customer’s reported problem with status documented, tracked and updated through closure.
  • Remote problem diagnostics, troubleshooting and repair via telephone, the web and/or remote access.
  • Software troubleshooting and repair as needed.
  • Troubleshooting up to isolation, only of affected system / Task.
  • Unlimited number of technical support cases to restore solution functionality and necessary escalation to Level 2 and Level 3 Team. Questions related to configuration and operation will be addressed across the process.
  • Incident logging via phone, web or Email.
  • Case management until final resolution by the Senior support Manager and Team Managers.
  • Self-serve web-based secure portal support with extensive knowledgebase.
  • Escalation management until the problem is resolved and addressed permanently. If work around provided for an issue, Level 2 team would escalate the issue to STM/SSM and CR will be raised and sent to Product Team for necessary patching and fixing to address the issue permanently. CEO/CFO will be notified of the cost implication for internal approval through necessary CR.
  • Ticket reviews of open cases; and Operational reviews based on the stated service level commitments.
  • Annual review of the products, services and level of support, number of tickets closed and the duration, level 2 engagement and every part of the support will be analysed and necessary realignment applied and the Customers informed of the changes across the workflow to implement lean management across the entire process.

STM – Senior Team Manager; SSM – Senior Support Manager: CR- Change Request

B. Service and Support – Our Support Workflow offered through Zendesk/Zoho


SUPPORT TERMS

Service Hours

Support services will be available from 9:00 AM to 6:00 PM (AST) – Trinidad Time Zone, Monday through Friday, except for public holidays. A service can be requested or an Incident reported by telephone during working hours, or by mail or by the Web Service Portal at any time. Incidents reported or services requested outside the working hours will be served at the next scheduled working day, unless a special procedure for a Major Incident is invoked (Refer to Exceptional processing below at paragraph 5 below).

Response Level assurance

MIT will aim to respond to any issues reported through either phone or email in accordance with the table set out below inside the working hours stated above.

Severity Level Description Response
1 An error or defect that: (i) renders the SaaS Services inoperative, or (ii) poses imminent danger to Customer’s or its Authorised Users’ equipment or data, or (iii) materially impacts the operations of the Customer’s business or marketability of its service or product, and which has no acceptable work-around. Call acknowledgement – 2 hours
Response with the proposed steps for resolution – 4 hours
Target resolution time – 24 hours but remains priority effort until resolved
2 Means an error or defect that results in an essential function being unusable, but which does not cause the SaaS Services to be unavailable for use in whole, and is not a Severity Level 1 error. Call acknowledgement – 4 hours
Response with the proposed steps for resolution – 24 hours
Target resolution time – 2 days
3 Means an error or defect which is not a Severity Level 1 or 2 error. Minor business impact. Call acknowledgement – 1 day
Response with the proposed steps for resolution – 5 days
Target resolution time – next scheduled update

MIT will give the Customer regular updates of the nature and status of its efforts to correct any faults or errors and will keep the Customer informed of the likely resolution timescale of any Severity Level 1 error if it exceeds 24 hours.

Support Availability

For the provision of the support services covered by this Support Policy, availability is determined by the percent of the time components of the support services are available to users.

MIT will aim to ensure the support services are available during working hours for the interfaces combined (telephone or e-mail), so that Customers will always have at least one means available to report an Incident or request a service during working hours. Availability of each interface alone is provided below:

Interface Availability Hours to Measure
Telephone 90 % During working hours
E-mail 99 % At all times

Scheduled Processing

All Incidents will be managed according to the Support Workflow process (Part B above) that was designed along with the design of the Service itself. For details like workflows, roles and responsibilities, work products, escalation and control procedures, see the below table for reference.

Response Level Role Responsibilities
1 Helpdesk & Technical Support Executive
  • Ticket receipt via Zendesk Helpdesk.
  • Allocate tickets to the right team to review and respond.
  • Ticket Confirmation to Issue Logger (Customer).
  • Basic and Advanced Troubleshooting support to see if the issue can be resolved at their level.
  • Refer to Knowledgebase in order to offer quick solution or work around to resolve the issue back to the Customer.
  • If the issue is not resolved then escalate through the internal escalation team to the right Product team to resolve it.
2 Helpdesk & Technical Support Managers
  • Inform the Customer on the progress. Based on sensitivity the schedulers of respective product will be switched off until the issue is fixed to ensure further overrun avoided.
  • Act as a Bridge to Customer and MIT Developers/Senior Management Team (Level 2) to ensure the issue is followed up, necessary data references are shared and resolved to the fullest satisfaction of the Customer.
  • Update user documentations to ensure the changes are reflected on the procedure.
  • Update Knowledgebase for future references.
  • Working round the clock to make sure all schedulers and connected system running as expected.
  • Extending Corrective and Preventive maintenance.
3 Product Team - Senior Manager, Managers & Developers
  • Examine the escalation received from Level 1 team.
  • Status update to Issue Logger (Customer) via the Helpdesk platform.
  • Detailed tracking and issue analysis to find out the root cause of the issue.
  • Checking integration components, hardware and product interoperability and code level review to identify the bug if it’s related to our product.
  • Necessary simulation and remote troubleshooting.
  • Bug Management including Analysis, Fixing and Regressing Testing.
  • Internal development escalation including the Quality Testing.
  • Raising Change Management Request and seeking approval from the Customer.
  • Release the patch and update the Knowledgebase for the future reference.
  • Give status update to the Issue Logger (Customer).
  • Necessary Knowledge Transfer to the Customer’s Project Stakeholders (Operations, Risk, Compliance Team or IT Team)

The first-line support (L1) is the entry point defined for all support services. Users can request service or report an Incident by using one of the following:

  • Sending an E-mail.
    24x7support@macroglobal.co.uk
  • Calling to the Service Support telephone.
    0207 993 6840, 0207 096 1273

Exceptional Processing

Special procedures are defined in the design of both processes to address special circumstances like:

  • Major Incidents.
  • Change of Urgency.
  • Request to address emergencies outside the working hours.

In those cases, emergency procedures are defined including hierarchical escalation as defined in Scheduled Processing above. They must be authorised for both Senior Managers and UK Level 3 Management Team. These are chargeable based on our daily charge rates and will be treated as T&M basis if the issue is due to Customer’s environment.

Macro Global is the trading name of Macro Infotech Ltd. Macro Infotech Limited is having Registered Office is at 20-22 Wenlock Road, London N1 7GU and this company is registered in England & Wales and the registered number is 06477763.


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