Our customers mean the world to us.
They’re the reason why we do what we do.
SUPPORT RESPONSE GUIDELINES
These Support Response Guidelines (the “Guidelines”) are entered into by the Parties pursuant to the Order Form, to which it is linked and incorporated by reference. The Guidelines, the Order Form, the Managed Services Terms and Conditions, and any attachments, addendums and/or schedules thereto, are collectively defined as the "Agreement." Any capitalized terms used herein and not defined shall have the meaning as set forth in the Agreement.
SUPPORT FEES:
Support provided within Normal Business Hours shall be considered within the scope of this Agreement and fees for such services are included in the Service Fees. However, certain service labor that may be requested by Client outside of Normal Business Hours, shall be at Client’s additional cost and expense and invoiced to Client at the rates set forth below.
SERVICE RATES |
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SERVICE LABOR (BUSINESS HOURS) | RATE | |
Centralized Administration, Maintenance and Regular Updates of Services | INCLUDED IN SERVICE FEE | |
Network Monitoring: 24 hours a day, 7 days a week | INCLUDED IN SERVICE FEE | |
Help Desk: 8:30am to 5:30pm – Monday – Friday* | INCLUDED IN SERVICE FEE | |
Remote Network Management: 8:30am to 5:30pm – Monday – Friday* | INCLUDED IN SERVICE FEE | |
Onsite Labor: 8:30am to 5:30pm – Monday – Friday* | INCLUDED IN SERVICE FEE | |
Business Critical Outage: (After Hours) - 24 Hours a Day, 7 Days a Week |
INCLUDED IN SERVICE FEE |
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SERVICE LABOR (AFTER BUSINESS HOURS) | RATE | |
Non-Critical Remote Support: 5:31pm to 10:00pm M-F* | CURRENT HOURLY RATE | |
Non-Critical Onsite Labor: 5:31pm to 9:00pm M-F* (2 Hour Minimum) | CURRENT HOURLY RATE | |
SERVICE LABOR (ALL OTHER TIMES) | RATE | |
Non-Critical Remote Labor - ALL OTHER TIMES | 125% OF CURRENT HOURLY RATE | |
Non-Critical Onsite Labor - ALL OTHER TIMES | 150% OF CURRENT HOURLY RATE | |
PROJECT LABOR | RATE | |
Desktop Labor (Onsite or Remote, Business Hours) | 80% OF CURRENT RATE | |
Network/Server Labor (Onsite or Remote, Business Hours) | 100% OF CURRENT RATE | |
*(excluding Cooperative Systems holidays) |
SUPPORT SERVICES:
A request for Support by Client (“Service Request”) shall be initiated by Client’s submission of a Trouble Ticket, and such Services Requests shall be escalated and responded to by Cooperative Systems in accordance with the following procedures:
REPORTED TROUBLE |
PRIORITY |
|
RESPONSE TIME (IN BUSINESS HRS.) | ||
Service not available. All users and functions unavailable. |
1 |
Within 15 Minutes |
Significant degradation of service. Large number of users or Business Critical Functions affected. |
2 |
Within 1 Hour |
Limited degradation of service. Limited number of users or functions affected, Business Process can continue. |
3 |
Within 4 Hours |
Small service degradation. Business Process can continue, one user affected. |
4 |
Within 8 Hours |
SUPPORT TIERS |
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The following table details and describes our Support Tier Levels. | |||
SUPPORT TIER | DESCRIPTION OF SUPPORT ESCALATION | ||
Tier 1 Support | All support incidents begin in Tier 1, where the initial trouble ticket is created; the issue is identified and clearly documented, and basic hardware/software troubleshooting is initiated. | ||
Tier 2 Support | All support incidents that cannot be resolved with Tier 1 Support are escalated to Tier 2, where more complex support on hardware/software issues can be provided by more experienced Engineers. | ||
Tier 3 Support | Support Incidents that cannot be resolved by Tier 2 Support are escalated to Tier 3, where support is provided by the most qualified and experienced Engineers who have the ability to collaborate with 3rd Party (Vendors) Support Engineers to resolve the most complex issues. | ||
SERVICE REQUEST ESCALATION PROCEDUREReceive Support Request |
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1. Support Request is Received (By Phone, Service Portal or E-mail Request) | |||
2. Trouble Ticket is Created | |||
3. Issue is Identified and documented in Ticketing System | |||
4. Issue is qualified to determine if it can be resolved through Tier 1 Support | |||
If issue can be resolved through Tier 1 Support: | |||
5. Tier 1 – issue is worked to successful resolution | |||
6. Tier 1 – Quality Control, issue is verified to be resolved | |||
7. Trouble Ticket is closed, after complete problem resolution details have been updated in Ticketing System and Quality Assurance has been performed. | |||
If issue cannot be resolved through Tier 1 Support: |
8. Tier 2 – issue is worked to successful resolution |
9. Tier 2 – Quality Control, issue is verified to be resolved. |
10. Trouble Ticket is closed, after complete problem resolution details have been updated in Ticketing System and Quality Assurance has been performed. |
If issue can be resolved through Tier 2 Support: |
11. Tier 2 Resolution - issue is worked to successful resolution |
12. Quality Control –Issue is verified to be resolved |
13. Trouble Ticket is closed, after complete problem resolution details have been updated in Ticketing System and Quality Assurance has been performed. |
If issue cannot be resolved through Tier 2 Support: |
14. Issue is qualified to determine if it can be resolved through Onsite Support, OR |
15. Issue is escalated to Tier 3 Support |
16. Issue is qualified to determine if it can be resolved by Tier 3 Support |
If issue can be resolved through Tier 3 Support: |
17. Tier 3 Resolution - issue is worked to successful resolution |
18. Quality Control –Issue is verified to be resolved |
19. Trouble Ticket is closed, after complete problem resolution details have been updated in Ticketing System and Quality Assurance has been performed |
If issue cannot be resolved through Tier 3 Support: |
20. Issue is qualified to determine if it can be resolved through Onsite Support, OR |
21. Issue is escalated to Vendor Support, in deciding the best course of action for the service issue at hand. Issue is given the final course of action, in choosing the best option for resolution. |
If issue can be resolved through Onsite Support: |
22. Onsite Resolution - issue is worked to successful resolution |
23. Quality Control –Issue is verified to be resolved |
24. Trouble Ticket is closed, after complete problem resolution details have been updated in Ticketing System and Quality Assurance has been performed |
If issue cannot be resolved through Onsite Support: |
Issue is escalated to Vendor Support, in deciding the best course of action for the service issue at hand. Issue is given the final course of action, in choosing the best option for resolution. |
This chart outlines how Service Requests are handled and processed.