Service Level Agreement (SLA) on Support
Support Levels
There are three levels of support, two of which (level 2 and level 3) are supported by Onnet Consulting. TThese levels, which are integrated into the CUSTOMER and ONNET’s support process, are defined as follows:
-
Level 1 - This is support provided by the appropriate Customer’s IT team or user department administrator
-
Category 1: Share application usage knowledge.
-
Category 2: Support request from their end users. This represents support that can be resolved within the knowledge/capacity of the Customer’s IT team or user department administrator). If this level of support cannot resolve the problem, the Support Request is passed to Onnet Consulting’s level 2 support by submission of a Support Request to Onnet’s helpdesk ticketing system, which is the application support specialists.
-
Level 2 - This is support provided by a Part B’s support or subject matter specialist. This level of support does not perform code modifications, if required to resolve the problem. Operational issues will be resolved at this level. If resolution requires code modification, the Support Request is passed to Part B’s level 3 support.
-
Level 3 - This is support provided by a Onnet Consulting’s technical support specialist. This level of support does perform code modifications, if required to resolve the problem.
Severity Codes
The following characteristics are used to identify the severity of a problem report:
-
Business and financial exposure
-
Work outage
-
Number of users affected
-
Work around
-
Response time and resolution time
It is not necessary (nor is it likely) to have a perfect match of each characteristic to categorize a problem report at a particular severity level when a level 2 support is requested. A given problem must be judged against each of the characteristics to make an overall assessment of which severity level best describes the problem. Onnet Consulting’s level 2 support personnel and Customer level 1 support personnel will jointly determine the initial severity rating for the report. Level 2 and level 3 support personnel may then negotiate with Customer to modify this severity after the report is elevated to level 3
The characteristics below do not cover change requests. Severity levels for change requests may carry a different set of characteristics and weightings. Change requests are not covered as part of this service level agreement.
|
Severity level 1 (Critical)
|
Severity level 2 (High)
|
Severity level 3 (Medium)
|
Severity level 4 (Low)
|
|
Business and financial exposure
|
| The application failure creates a critical impact to business operation and finance: immediate correction is required for business operation to resume normal. |
The application failure creates a serious business operation and financial impact: immediate corrective action can only be done by the support team. |
The application failure creates low business and financial exposure: temporary corrective action can be done by the end user. |
The application failure creates minimal business and financial exposure: corrective action can be done by the end user. |
|
Work Outage (Daily job: tasks need to be done every day Non-daily job: tasks don’t need to be done every day, maybe only need to be done weekly or monthly or ad-hoc tasks) |
| The application failure causes the user to be unable to work or perform more than 50% of their daily job. |
The application failure causes the user to be unable to work or perform from 30% to 50% of their daily job. |
The application failure causes the user to be unable to perform 10% to 30% of their non-daily job, but they are still able to complete most other tasks. May also include questions and requests for information. |
The application failure causes the user to be unable to perform one or two tasks of their non-daily job, but they are still able to complete most other tasks. |
| Number of Users Affected |
| The application failure affects 80% to 100% of the users using that function. |
The application failure affects 50% to 80% of the users using that function. |
The application failure affects from 10% to 50% of the users. |
The application failure may only affect one or two users. |
| Workaround |
| There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way). |
There is an acceptable and implemented workaround to the problem (i.e., the job can be performed in some other way). |
There may or may not be an acceptable workaround to the problem. |
There is likely an acceptable workaround to the problem. |
| Response Time |
|
Within ~30 mins (*Escalation – Zalo) |
Within ~2 hours (*Escalation – Zalo) |
Within ~8 hours (*Escalation – Zalo) |
Within ~12 hours (*Escalation – Zalo) |
| Resolution Time (Workaround, Patches & Standard Releases) |
| Within 24 continuous hours, after initial response time. Onnet Consulting will put thei best effort to provide a work around solution within 2 hours. |
Within 2 working days. |
Within 4 working days. |
Within 07 working days. |
*Ticket acknowledgement will be within 30 mins-1hr under operation hours).
**Depending on the complexity of the problem, Onnet Consulting will always give the highest priority to all tasks
Change Request
Onnet Consulting will be the main point of contact for receiving all requests during the system operation support period to provide advice on system flow modifications and changes to optimize user operations. Basic modification and change requests that do not affect the previously implemented logic will be within the scope of support work provided by Onnet Consulting.
n addition, if the editing or change requests affect the operating logic previously implemented on the system, Onnet Consulting will conduct an assessment and provide a work estimate for the editing part. If the estimate is greater than 8 working hours, Onnet Consulting will evaluate the request as a major change and proceed with a quote and an implementation plan upon confirmation from the Customer. If the job estimate is less than 8 working hours, Onnet Consulting will support editing in the system operation support package.
Service Hours
Service hours provided by Onnet Consulting for the systems are described below:
|
Support Channel
|
Business Day
|
Non-Business Day/Public Holiday
|
|
Helpdesk (Ticketing) Zalo(Escalation) |
Monday to Friday 9:00 AM to 06:00 PM |
Saturday and Sunday 9:30 AM to 05:00 PM Public Holiday 9:30 AM to 05:00 PM *Time subject to change base on customer working hours or contract agreement on standby support |