Telephone System Service Level Agreement

Transcription

1 Telephone System Service Level Agreement V1.0 The Complete Business Solution

2 04 0 Document Version Log 03 1 Purpose 03 2 Service Description 03 3 Service Availability 03 4 Scope of Service and Exclusion 03 5 Responsibilities 04 6 Incident Management 05 7 Service Levels 06 8 Incident Management Responses 07 9 Escalation Path Complaints Out of Hours Support systemsupport@focus-grp.co.uk

3 Document Version Log Date Version Revised By Approved By Description of Change 26 / 04 / Ben Godwin Ben Godwin Initial Version 1. Purpose This Service Level Agreement (SLA) specifies the timeframes in which we will endeavour to respond to incidents and resolve any telephone system issues. Included in this SLA is the incident procedure, associated response level and escalation process. Focus Group are committed to delivering a high level of service to ensure that the telephone system is an effective enabling tool for all of our customers. 2. Service Description Focus Group is responsible for maintaining the Telephone System and directly associated service used for the company specified as detailed on the Sales Order. This is to ensure that the telephony service ( the service ) is available for use in accordance with the service levels described in this agreement. 3. Service Availability Focus Group will endeavour to ensure that the service is available 24 x 7 subject to planned outages as communicated by Focus Group, which in many cases will be determined by third party providers. 4. Scope of Service Support and Exclusion 4.1 Hours of Support The Focus Support Desk is available between 09:00 and 17:30, Monday to Friday (excluding Public Holidays). 4.2 Service Schedule Precise details of what is covered should be clear on the Sales Order form, but as a general rule we will usually cover the following Focus Group 03 systemsupport@focus-grp.co.uk

4 Router giving access to telephony cloud (provided router assurance is maintained) Handsets or soft clients Any wireless access points provided as a part of the service Data connection Fixed lines Software PCs or Servers 4.3 The following services and devices are not covered by this SLA or any service schedule Customers Services, including infrastructure, hardware and software Network switches used for the telephony service DECT phones Internal cabling Mains cabling and supply Headsets 5. Responsibilities 5.1 The customer is responsible for the following: Providing a valid service identifier such as site name, address or telephone number when reporting an incident to the Support team Provide and maintain a list of authorised technical representatives who can act on behalf of the customer, and be contacted either by Focus Support or a third party appointed by Focus Group Checking that equipment is cabled and powered correctly, including: phones, routers etc Completing diagnostic checks when requested by a Focus Group representative Confirmation that the particular incident reported has been resolved. 04 systemsupport@focus-grp.co.uk

5 5.2 Focus Group is responsible for the following: Support provided via telephone and Issuing a unique reference number for each new incident raised Monitoring each incident through to completion Providing updates on the status/progress as agreed with the customer Escalation as appropriate Confirming when an incident has been resolved. 6. Incident Management All incidents relating to the service detected by end users must be reported to the Focus Support team for further diagnosis. The Support team member will log a task on our in-house CRM System. The call will then be routed to the appropriate Support Technician in accordance with the minimum Service Level timelines. Within the SLA defined working hours: 1. The Support team will receive an /telephone call of any incidents relating to the telephony system. 2. The Support team will log the incident with the customer contact as the requester. 3. Each call logged by the Support team is assigned a unique task number. This incident (or task) number will be communicated to the requester and should be used when contacting the Support team for updates. 4. The Support team will assess the issue and engage the various technical representatives to assist and diagnose. 5. The customer contact will receive regular (in some cases, voice call) updates in accordance with the category assigned to the task. 6. When the incident is resolved, changes completed, and/or the questions answered, the customer will be further updated and Focus Group will request acceptance to close the ticket. Focus Group will make a maximum of 2 closure requests within a period of 2 days after we believe the incident has been resolved. The ticket will then be closed unless anything further is heard from the customer in that time. 05 systemsupport@focus-grp.co.uk focus-grp.co.uk

6 7. Service Levels Focus Group prioritises all requests according to their impact and urgency to ensure that appropriate response times to the incident service requests it receives are easily identifiable. Incidents with a large impact or problems that prevent a section of a business from performing its work completely are given a higher priority than other incidents or requests, for example, those affecting a single individual or affecting a less important function. The following priorities are for incidents and service requests which cannot be immediately resolved. Note: the status of any call can be obtained by contacting the Support team and providing the relevant task number. You will, however, receive periodic updates on any tasks raised. Focus Group will look to agree the priority level with the customer to avoid confusion or differing expectations. In some cases, the incident may take longer to resolve than desired and Focus Group will endeavour to ensure that customers are informed of the incident status. In all cases, the Support team will notify the customer (or agreed representative) when the issue has been resolved and will only close the call when the customer has agreed to do so, or a request to close has not been responded as mentioned above. Priority 1 Incidents where there is a total system failure or failure of a component that renders the complete system unusable in one or more sites. (Class = Major Incident) Priority 2 Incidents that reduce the level of functionality or performance of the system across 1 or more sites. (Class = Significant Incident) Priority 3 Incidents that affect a single user or component that has a limited effect on the rest of the system. No disruption to service. (Class = Minor Incident) Priority 4 Service requests for configuration changes or a loss of functionality that is not service affecting. No disruption to service. (Class = Information request or config. change) 06 systemsupport@focus-grp.co.uk

7 8. Incident Management Responses All times are working hours/days P1 P2 P3 P4 Initial response time 30mins 30mins 60mins 60mins Frequency of updates 2hrs 4hrs 2days 5days Target Fix Time 8hrs 2days 5days 10days 9. Escalation Path If you feel that a fault is not being progressed within the given timescales or is not receiving the appropriate attention or priority, please feel free to contact Focus Escalation team below; quote the relevant ticket number and state the reasons to why you believe the ticket should be escalated. Please note that escalation levels are designed to assist you, so please use them in order. Escalation Path Escalation Name Role Level 1 - Lines JP Peters Support Manager jp.peters@focus-grp.co.uk Level 1 - Systems Greg Olsen System Support Team Leader greg.olsen@focus-grp.co.uk Level 2 Daniel Barnett Head of Engineering daniel.barnett@focus-grp.co.uk Level 3 Ben Godwin Head of Service & Support ben.godwin@focus-grp.co.uk Level 4 Vicki Rishbeth Technical Director vicki.rishbeth@focus-grp.co.uk 07 systemsupport@focus-grp.co.uk

8 10. Complaints All complaints related to logged Support incidents should, in the first instance, be directed to the escalation paths detailed on page 7. The complaint will be investigated and actioned, and if necessary, can be escalated to the Customer Service team - customerservice@focus-grp.co.uk 11. Out of Hours Support Out of hours support is provided only by prior agreement, however, faults on care level lines can be reported out of hours and will be logged with BT Openreach. Please note that only those with care level 4 are 24 x 7 response and will be processed from the time of calling - these carry an Appendix A Incident logging requirements Fault Localisation Preliminary Checks - To enable us to resolve any support queries as quickly as we would like, we will need certain information from you to open and progress support tasks. - Problem symptoms referring to all faults should be captured and must be recent. - Example calls should not be older than 48 hours except where this is impossible. The details required before reporting to our Support Desk are listed in Fault Logging Requirements. Telephone Line Fault Localisation ISDN2/30 - Reboot the Customer Premises Equipment (Telephone System). If you are unsure as to your equipment suitability for this then please check first with your system maintainer. This course of action resolves around 50% of faults reported to us. - Where a Telephone System is present, can you make internal calls? - Take note of what happens on incoming and outgoing calls. - If fault is intermittent how often does it occur? - Are DDIs affected also? If so, which are affected? All/some? 08 systemsupport@focus-grp.co.uk

9 Data Line Fault Localisation Broadband - Firstly, try rebooting the router. Power down and leave off for a minimum of 20 minutes. - Power back on, wait 5 minutes and then check for connectivity. - If still no connectivity, plug an analogue handset into the line box; removing all microfilters; check for dial tone. If none, then follow analogue line fault localisation. - If dial tone is present, swap microfilter if possible. - Take note of which lights on router are on/off. - If possible check the username and password in router. Ethernet/MPLS/VPLS/Private Networks Please confirm the first line checks below: - Are you experiencing power issues on-site? - Has any maintenance work on the equipment been carried out and/or could it have been disconnected? - Has the router and NTU been rebooted? If you have eliminated any power issues and the re-boot(s) have not restored service then please confirm the information below: - Can you ping your default gateway? - Can you provide a traceroute to destination on the internet (e.g ) or another site if this circuit is part of an MPLS or VPLS service? - All light statuses for the LEDS on the NTU (not applicable if DSL service) - All light statuses on the router - Site contact name, number and access times should an engineer be required. 10 systemsupport@focus-grp.co.uk

10 VOIP Fault Localisation - Reboot access router. Power down and leave off for a minimum of 20 minutes; power back on; wait 5 minutes, then check for connectivity. - If using SIP trunks, reboot the telephone system in line with the advice of the system maintainer. Check lights on routers; make a note of which are on/off. - If using ADSL as access method check for dial tone at socket. - If using the 8x8/Focus Cloud/Horizon product, check if all handsets are experiencing issue. - Check lights on routers; make a note of which are on/off. - Take note of what happens on incoming and outgoing calls. - If fault is intermittent how often does it occur? - Are DDIs affected also? If so, which ones are affected? All/some? Fault Logging Requirements All current service faults should be preferably reported by telephone direct to the our Support Desk. Verbal communication will allow our Support Desk to discuss the fault in detail and provide initial diagnostics without delay. The following information should be provided to our Support Desk when logging a fault. Line (WLR) Fault Requirements: - End-User & Service details - End-User s Name - (i) PSTN & ISDN2 -CLI of the faulty line (complete, including the STD code) - (ii) ISDN30 Circuit Reference number & type of telephone system - Full postal address of End-User s premises - Contact name and telephone number (for BT & possible access purposes) - End-User Site Non-Access periods - Required Call Divert telephone number (Not International or premium rate) 11 systemsupport@focus-grp.co.uk

11 Completed Preliminary Checks: - Has the equipment been checked & is okay? - Has the power supply been checked & is okay? - Has Fault Localisation been completed? Faults Details: - Nature of fault - Symptom of fault - Intermittent/Frequency or permanent? - When did the fault start? VOIP Fault Localisation Customer: - Name - Full Postal Address - Contact Number - Access hours to premise Circuit reference or telephone number - What is the problem? - Nature of fault - Symptom of fault - Frequent / Intermittent? - Has reboot been completed? - If broadband line has been tested or voice call attempted on the line from the test socket - Trace routes to , default gateway and next hop/available address if possible VOIP Fault Requirements Customer: - Name - Full postal address - Contact number 12 systemsupport@focus-grp.co.uk

12 What is the problem? - Nature of fault - Symptom of fault - Frequent/Intermittent? - If intermittent are there any patterns in the time(s) of failure? - Product type; Horizon, SIP trunking etc - When did the problem start? - Identify your router Make and Model - Have any changes happened on your local area network or firewall recently? - Which provided Internet Service are you using? - If you are having issues with call quality or particular destinations please create and complete a table similar to the one shown below dependant on whether or not the issues are for outgoing calls or incoming calls. We need at least three examples within the last 48 hours to investigate. - Do you need a divert? Inbound - minimum of three call examples Date Time Source* Destination** Result * The number of the person calling you ** The number they are dialling Outbound - minimum of three call examples Date Time Source* Destination** Result * The number you are calling from ** The number you are calling 13 systemsupport@focus-grp.co.uk