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Business Relationship Manager: Alpha Serve
Review Period: Yearly (12 months)Previous Upon changes request
Last Review Date: March 10, 2020
Next Review Date: March 10, 2021
5. Service Agreement
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- Meeting response times associated with service-related incidents.
- Appropriate notification to Customer for all scheduled maintenance.
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- Telephone support: 9:00 A.M. to 5:00 P.M. Monday – Friday (EET time zone)
- Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however, there will be a backup answer phone service
- Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday (EET time zone)
- Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day
- Assistance guaranteed within 72 hours during the business week
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In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:
- 24-48 hours (during business hours ) for issues classified as High priority.
- Within 72 hours for issues classified as Medium priority.
- Within 5 working days for issues classified as Low priority.
- Remote assistance will be provided in - line with the above timescales dependent on the priority of the support request.