STM – Senior Team Manager; SSM – Senior Support Manager: CR- Change Request
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.
|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.
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|
|99 %||At all times|
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.
|1||Helpdesk & Technical Support Executive||
|2||Helpdesk & Technical Support Managers||
|3||Product Team - Senior Manager, Managers & Developers||
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:
Special procedures are defined in the design of both processes to address special circumstances like:
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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