Technical Support
Metadata
Comprehensive range of support services to ensure the smooth operation of the system. This includes a helpdesk, service level agreement (SLA), ticketing platform, security patches, availability monitoring, and user access statistics. These services ensure that organisations have access to the resources and support they need to effectively manage and maintain their systems, maximising their investment and ensuring the success of their operations.
Included Items
- Customer support for software usage questions and issue resolution
- Remote assistance for technical problem-solving
- Correction of issues due to poor configuration
- Minor design and branding updates (e.g., logo or mission statement changes)
- Monitoring internet-exposed modules and quick service reactivation in case of failure
- Adapting software configuration to infrastructure, execution, or network changes
- Development and installation of new reports (number depends on software and contract)
- Access to security patches and minor software updates during the maintenance period
- Upgrade to a major version of the software (3-year contracts only).
Notes
Assistance requests are directed towards a helpdesk platform provided by KEEP SOLUTIONS. This platform ensures prioritised handling of requests and enables customers to actively track the entire resolution of the issue.
This service entails that the customer provides all the necessary access credentials and permissions to perform the maintenance work.
Remote access to the servers is performed remotely via SSH or similar protocol.
Access to the servers may be active for the entire duration of the contract or using time windows.
Duration
12 months after the completion of the deployment process, i.e., after the system goes into production.
Service Level Agreement (SLA)
Average response time to helpdesk requests (Support)
| Priority | Description | Average response time |
|---|---|---|
| High | Problems that compromise the normal operation of the system (e.g., application is unavailable). | 1 business day |
| Normal | Problems that deteriorate the user experience, but do compromise its ability to perform a task (e.g.,application latency or sluggishness). | 5 business days |
| Low | Problems that aim to improve aspects of the system that do not deteriorate the user experience (e.g., development of new reports, change of logo, enhancements, deployment of new plugins). | 10 business days |
Helpdesk service schedule
The helpdesk service runs on weekdays from 9:00AM to 6:00 PM (GMT).
Monitoring
Assistance requests are directed towards a helpdesk platform provided by KEEP SOLUTIONS. This platform ensures prioritised handling of requests and enables customers to actively track the entire resolution of the issue.
The classification of the requests at each of the priority levels is the responsibility of the customer, however, KEEP SOLUTIONS may change the priority in case of erroneous classification by the customer.
Penalties
Discount of 1% of the value of the service agreement (referring exclusively to this item) for each day that exceeds the level of contracted service (response times measured through annual averages).
Exceptions
This section outlines exceptions to our standard procedures, highlighting instances where factors beyond our control or specific conditions may impact our service delivery. By clearly delineating these exceptions, we aim to maintain transparency, manage expectations, and ensure a proactive approach to addressing challenges as they arise.
Liability
It is our commitment to provide reliable and efficient helpdesk and support services, however it's essential to outline the exceptions to which KEEP SOLUTIONS may not be held liable in case they occur. These are instances where factors beyond our control may impact service delivery. These exceptions include, but are not limited to:
- Failures in the customer's internal or external network and its components (e.g., firewalls, load balancers, etc.) that disrupt the correct operation of the services, along with hardware failures including those affecting local and/or remote storage systems, servers, and their components.
- Operating system failures that affect the proper functioning of the application servers and all other types of failures with undetermined causes.
- Negligent usage of the equipment or software, misuse, or use for a purpose other than what was intended.
- Damage arising from improper conditions at the site of use or caused by third-party components.
- Damage stemming from defective electrical installation (incorrect voltage values), environmental temperature issues, or external causes such as atmospheric discharges or other natural phenomena that influence the equipment's functionality.
- Unauthorised attempts to repair, update, or modify the software made by technicians not recognized by KEEP SOLUTIONS.
- Issues resulting from incorrect software installation, erroneous configuration changes, or improper alterations in the operating system or network that impact the software's normal operation when performed by technicians unrecognised by KEEP SOLUTIONS.
- Problems with the equipment due to computer viruses, hacking, Denial-of-Service (DoS) attacks, or incompatibilities with software installed after the initial setup.
- Issues arising from discontinuation of support for certain software or hardware components utilised by the customer's system.
- Failures in the monitoring system, messaging, or telecommunication service provider that impair timely communication of detected anomalies.
While these exceptions delineate situations where KEEP SOLUTIONS may not be held accountable, it's important to emphasise KEEP SOLUTIONS’ commitment to provide appropriate response to any of such incidents. This includes undertaking appropriate mitigation measures and implementing safeguards to prevent future occurrences, all within a reasonable scope. Should the mitigation efforts exceed the limits of the current support contract, additional costs may be incurred by the client.
Our team remains dedicated to promptly addressing incidents, deploying mitigation measures, and collaborating with clients and/or partners to restore services to optimal levels. By working together, we can navigate challenges effectively and ensure the continued reliability of your systems.
Exceptions to SLA
While we strive to provide timely responses and resolutions to all service requests, there are circumstances beyond our control that may affect our ability to meet the agreed-upon service level targets. The following exceptions outline instances where response and/or resolution times may be extended:
- Force Majeure Events: Events such as natural disasters, acts of terrorism, or other unforeseeable circumstances that disrupt normal operations and impede our ability to respond and resolve issues within the agreed timeframe.
- External Dependencies: Delays caused by dependencies on third-party services, vendors, or suppliers, including but not limited to telecommunications providers, software vendors, or hardware manufacturers.
- Client Cooperation: Delays resulting from a lack of timely cooperation or necessary information from the client, including access permissions, system configurations, or required documentation.
- Complex Issues: Complex technical issues or system failures that require additional time for investigation, diagnosis, and resolution beyond the standard troubleshooting procedures.
- Emergency Situations: Priority may be given to emergency situations or critical incidents that pose an immediate threat to system integrity, security, or business continuity, resulting in potential delays for non-urgent requests.
- Scheduled Maintenance: Response and resolution times may be extended during scheduled maintenance windows or planned downtime periods, as communicated in advance to the client.
- Non-Covered Services: Requests for services or support falling outside the scope of the service-level agreement, such as customization, development, or training, may not adhere to standard response and resolution timeframes.
- Client Delays: Requests from the clients to postpone or defer resolution activities or long response times from clients to enquiries raised by the support team may result in extensions to response and resolution times.
While these exceptions may impact the response and resolution times outlined in the service-level agreement, we remain committed to minimising delays and providing regular communication updates throughout the resolution process. Our goal is to ensure the highest level of customer satisfaction while addressing issues effectively and efficiently.