Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
Service Scope
The following Services are covered by this Agreement;
- Skype call support
- Monitored Helpdesk/Email support
- Remote assistance using Remote Desktop where available
- Support in Facebook Messenger is not guaranteed because of this communication channel issues
Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
- Reasonable availability of customer representative(s) when resolving a service-related incident or request
- The Customer provides all information/data/files/images required by a representative of Service Provider
- The Customer follow the instructions receifrom the support staff
Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
- Meeting response times associated with service-related incidents.
- Appropriate notification to Customer for all scheduled maintenance.
Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
- Helpdesk/Email support: Monitored 10:00 to 19:00 (UTC+3) Monday - Friday
- Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day
- Remote assistance guaranteed within 24 hours during the business week after assistance has scheduled
Service Requests
In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:
- 0-8 hours (during business hours) for issues classified as Urgent priority.
- Within 24 hours for issues classified as High/Medium priority.
- Within 48 hours for issues classified as Low priority.
- Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.