Last modified at: November 07 2022
All managed services are covered by this Service Level Agreement. For a detailed definition of managed services, please refer to Annex A: The Services.
2.1 Hours of service
All services covered by this SLA will be available for use during the following hours:
The Service is not available during public holidays.
Outside the above hours, calls may be logged with via email or chat, but they will not be looked at until the resumption of support hours, at which time the service level clock will start.
Axaz operates an Support, contactable by phone, email or chat. All incidents, service requests and requests for change should go through Support, to ensure that accurate records are kept and adequate reporting against this SLA can be achieved.
3.1 Incidents
3.1.1 Incident priorities and targets
As incidents come into the Support, they will be allocated a priority-associated target response time as follows:
Priority will be defined by the receiver within Axaz logging the incident, in consultation with the user, following the collation of specific details. The priority may only be escalated by the Service Delivery Manager or nominated deputy.
Target Response is the initial attempt at resolution of the incident and/or collation of additional information. The target response will be met if the receiver within Axaz makes a reasonable attempt to contact the user by telephone, email or other means as determined when the incident is logged, irrespective of whether actual contact is made. Target response may be made upon the incident being logged if initial support is provided over the phone.
Target Resolution is the point at which a user is able to continue the task or service that has failed. This includes workarounds or provision of appropriate loan equipment which will allow the customer to carry out business critical tasks.
3.2 Service requests and changes
3.2.1 Service requests
Service requests are user or technical questions and small, low risk changes that can be implemented in a short-governed timeframe.
Service requests will be processed according to the same priorities and timescales as for incidents.
3.2.2 Changes
These are changes that normally have higher complexity. Due to the higher complexity Axaz has introduced an authorisation process. Changes should be submitted to the Support using the RFC (Request for Change) form.
3.3 Communication with users
The Support will maintain effective communication with the user throughout the lifecycle of an incident, service request or change. Communication will be either by telephone, or by email (or other agreed method), and all contacts (attempted or actual) may be recorded on the Support system.
3.4 Escalation
Users wishing to escalate the priority of an incident, service request or change should do so by informing the Support in the first instance.
If further escalation is required, this should be to the Service Delivery Manager who will take relevant details relating to the incident, service request or change, check the history and speak to parties involved. A decision will be made based upon these facts and all parties advised of that decision, together with reasons behind the decision.
A record of escalations will be maintained by the Service Delivery Manager, together with the investigation carried out on each request and the decision reached. This information will be referred to periodically when reviewing priority guidelines and general Support improvements.
If escalation beyond the Service Delivery Manager is required, this should be to the COO, then the CEO.
3.5 Complaints
Complaints should be directed to the Service Delivery Manager either verbally (in the first instance) or in writing (document or email). The Service Delivery Manager may subsequently request that verbal complaints be put in writing.
As a minimum, the following information should be included:
The Service Delivery Manager will aim to resolve the complaint to the complainant’s satisfaction within ten working days and communicate progress throughout the lifecycle of the complaint to the complainant.
In the event that the complaint is not resolved to the complainant’s satisfaction, it will be escalated to the COO.
3.6 Customer responsibilities
It is the responsibility of the customer to provide the following information as a minimum when logging an incident, service request or change on the Service Desk.
It is the responsibility of the customer to:
4.1 Service level
In providing the identified services, Axaz will endeavour to meet the following Service Level targets:
Performance against these service levels will be detailed as part of the service report.
5.1 Planned withdrawal of service
A planned withdrawal of service is defined as one in which the timing of it is under the control of Axaz i.e. it is not required to correct an immediate problem that is affecting (or is likely to affect) service.
Where possible, essential maintenance work requiring the withdrawal of the service will be carried out outside of Supported Service Hours.
In the event that it is necessary for the service to be withdrawn during Supported Service Hours, Axaz will give the Customer a minimum of one weeks’ notice, and will conduct reasonable discussions with Customers as to the timing of the withdrawal with the intention of minimising disruption to the business.
5.2 Unplanned withdrawal of service
An unplanned withdrawal of service is defined as one which in which the timing of it is not significantly under the control of Axaz e.g. the withdrawal may be required to restore service to an acceptable level due to an ongoing problem, or the service may have failed completely.
In these circumstances, Axaz will:
In those circumstances where the service has failed without warning, Axaz will ensure the Customer is kept informed of progress and where possible give a best current estimate of when the service will be restored, in line with the Major Incident Management Process.
Axaz will perform a risk assessment and create and maintain one or more service continuity plans which allow for the restoration of key services.
Service continuity plans will detail priority of services to determine in which order they are recovered in the event of a disaster. It will detail suppliers which may be contacted in such an event to assist with the restoration of service and contacts within Customer teams who will assist in the testing and data integrity checking in the event of a restoration.
These plans will be tested by Axaz on an annual basis and a review of the tests will be carried out upon completion to ensure that issues are identified and addressed. It is a Customer responsibility to provide sufficient staff from relevant areas to allow adequate user testing of the recovered systems.
Axaz will be responsible for ensuring that backups are taken and stored securely.
7.1 Service report
Axaz will publish a service report on a quarterly basis, which will as a minimum contain the following information:
General reporting and performance metrics of Axaz will be available upon request.
7.2 Service reviews
Service review meetings will be held every three months or in agreement with the Customer.
Service review meetings will be attended by the following staff:
A standard agenda will be used for the meeting to which specific items for discussion may be added by either party, with at least one week’s notice before the date of the meeting.
Minutes will be taken of the service review meeting by Axaz.
Compensation for SLA breaches is only related to Third Party services and refers to Standard Third Party Terms. Compensation will be transferred to the Customer in its entirety.
In addition to the contact points mentioned above, the chat channel on www.axaz.com can be used.
Incident: Any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of it
Problem: An unknown underlying cause of one or more incidents
Customer: The end-user of the service
Service Request: A service request is a small, low risk change that can be implemented in a short-governed timeframe.
Non-Standard Change: A unique change that cannot be modelled easily and normally has higher risk, cost or complexity.
Target Response: The initial attempt at resolution of an incident and/or collation of additional information
Target Resolution: The point at which user is able to continue the task / service that has failed
