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GE SLA page 1 SERVICE DESK CATEGORY DESCRIPTION STANDARD ADVANCED Incident Management Incident/Problem detection recording, classification, investigation and diagnosis Manage and co-ordinate incidents. Serves as a single point of contact, entry and exit for customers keeping a customer informed of progress and advising on workarounds. Restore normal service operation as quickly as possible and minimise the adverse effect on business operations 24x7 Mean time to respond: 1 hr Feedback- Issue resolved Troubleshooting: Best Effort 24x7 Mean time to respond: 30 minutes Feedback : Daily Dedicated Engineers Basic Troubleshooting Escalations: Standby Engineer On Site Support * Excludes Force Majeure/Customer Negligence On Site Engineer Visits: Included – Vox Issue Billable- Client Issue Mean time to site (within business hours): P1 = 8 hours P2 = 12 hours P3 = 24 hours On Site Engineer Visits: Included – Vox Issue Billable- Client Issue Mean time to site (client availability dependant): P1 = 3 hours P2 = 5 hours P3 = 10 hours SLA Stock Maintenance Stock Capex Purchases Equipment Rentals Swap stock out within Manufacturer warranty principles Labor Billable NA Same day stock swap out - within Manufacturing warranty principles Labor Free Always Replace Labor Free Guardian Eye SLA

Transcript of GE SLA V3 - RP (002)...' ^> P í ^ Zs/ ^< d 'KZz ^ Z/Wd/KE ^d E Z s E / v ] v D v P u v ,QFLGHQW...

Page 1: GE SLA V3 - RP (002)...' ^> P í ^ Zs/ ^< d 'KZz ^ Z/Wd/KE ^d E Z s E / v ] v D v P u v ,QFLGHQW 3UREOHP GHWHFWLRQ UHFRUGLQJ FODVVLILFDWLRQ LQYHVWLJDWLRQ DQG GLDJQRVLV 0DQDJH

GE SLA page 1

SERVICE DESK CATEGORY DESCRIPTION STANDARD ADVANCED

Incident Management

Incident/Problem detection recording, classification, investigation and diagnosis Manage and co-ordinate incidents. Serves as a single point of contact, entry and exit for customers keeping a customer informed of progress and advising on workarounds. Restore normal service operation as quickly as possible and minimise the adverse effect on business operations

24x7 Mean time to respond: 1 hr Feedback- Issue resolved Troubleshooting: Best Effort

24x7 Mean time to respond: 30 minutes Feedback : Daily Dedicated Engineers Basic Troubleshooting Escalations: Standby Engineer

On Site Support * Excludes Force Majeure/Customer Negligence

On Site Engineer Visits: Included – Vox Issue Billable- Client Issue Mean time to site (within business hours): P1 = 8 hours P2 = 12 hours P3 = 24 hours

On Site Engineer Visits: Included – Vox Issue Billable- Client Issue Mean time to site (client availability dependant): P1 = 3 hours P2 = 5 hours P3 = 10 hours

SLA Stock Maintenance Stock Capex Purchases Equipment Rentals

Swap stock out within Manufacturer warranty principles Labor Billable NA

Same day stock swap out - within Manufacturing warranty principles Labor Free Always Replace Labor Free

Guardian Eye SLA

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GE SLA page 2

NOTE: Maintenance Services is a compulsory billable product with the Guardian Eye Product. Definitions “8x5” Service availability is 8h00 to 17h00 during Business Days. “Incident” is used interchangeably with “Fault”. “Mean Time to Respond” The average time taken to contact the customer. “Mean time to Repair” (MTTR) The average time taken to restore the service to normal operation. “Mean time to Site” (MTTS): The time taken for an Engineer to get to the customer’s premises. Based on a 50km radius from Vox Main offices (Johannesburg, Pretoria, Cape Town, Durban, Port Elizabeth, East London, Bloemfontein and Kimberley). *Subject to change based on Product and Client SLA’s. “P1”: Priority 1 – Major system outage with all users affected. Customer cannot continue with normal operations “P2”: Priority 2 – Major system failure with many users affected. Business can continue but is impaired. “P3”: Priority 3 – Minor fault or operational problem, causing user problems but not affecting day to day operation.

MONITORING AND REPORTING CATEGORY DESCRIPTION STANDARD ADVANCED

Incident Reporting Monthly Exception Reports Billable on request Included

Preventative Maintenance CATEGORY DESCRIPTION STANDARD ADVANCED

Health and Performance Management

Capex Purchases · Quarterly on-site preventative maintenance visits: · Hardware health checks · CCTV recording archive · Hard Drive capacity check Equipment Rentals: · Monthly remote health checks · Remote access dependent · Quarterly on-site preventative maintenance visits · Hardware health checks · CCTV recording archive · Hard Drive capacity check

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Included

Included


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