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HELPDESK
NOTIFICATION OF FAULTS
SERVICE LEVEL DEFINITION
EXCLUSIONS TO THE SERVICE LEVEL
SCHEDULED MAINTENANCE
BACK-UP & RECOVERY
The Enet5 Helpdesk provides First Line support and is available on Working Days (Monday-Friday 9:00am-5:00pm excluding Bank Holidays) for the purpose of the reporting of Customer faults and for handling enquiries from the Customer’s System Administrator or other personnel as expressly authorised by the Customer and notified to Enet5.
Outside of these hours the Helpdesk number will transfer to an automated answering service.
Contact can be made by telephone on 0871 239 1924 (call rate 10p/minute) or by email to support@enet5.com. An automated voicemail service will take the call if a Helpdesk operator is not immediately available.
On receipt of a notification of a fault or problem with the Service or a request for assistance, an initial assessment will be immediately undertaken by Enet5, a fault reference provided and a priority level discussed and agreed with the Customer. The Customer shall retain a record of the fault reference.
Progress updates will occur on resolution of the fault or problem or on any change of resolution target time.
Priority levels shall be determined by Customer, acting reasonably;
Priority 1 faults: The whole or a major part of the Service is not operational, is inaccessible or is unacceptably continually degrading in terms of performance. Enet5 or its suppliers will carry out remedial work on a 24x7 basis to ensure timely resolution of Priority 1 faults.
Priority 2 faults: The whole or any part of the Service is severely degraded or major components of the Service are not functioning properly, or are not operational. Enet5 or its suppliers will carry out remedial work on a business hours basis to resolve Priority 2 faults.
Priority 3 faults: The Service is experiencing minor problems but is functioning substantially in accordance with this Agreement. Priority 3 faults would include billing issues, orders and requests for information where such matters do not impact on the Services.
If the Service is unavailable for a period of more than 1 hour continuously, then it should be reported as soon as is reasonably practicable.
The Service Level shall not apply where the unavailability of the Service is due to:
a Force Majeure event;
a suspension of the Service in accordance with the Contract;
a fault on Customer network or own equipment configuration which is not due to the Default or negligence of Enet5 or its subcontractors;
Enet5 waiting information from Customer which is necessary in order to perform the Services in accordance with the Service Levels;
scheduled maintenance as agreed with the Customer in accordance with this Agreement;
faults or omissions of the Internet;
faults or omissions in equipment, wiring, cabling, software or other services which are not maintained by Enet5 or its subcontractors;
faults proven to be caused by a virus introduced negligently or otherwise by the Customer onto its equipment due to any or all of the following;
any Customer employee failing to abide by the Customer virus protection policy; or
Customers failure to introduce Virus scanning in accordance with Enet5’s reasonable recommendation, and where such Virus scanning is not unduly expensive or cannot be easily implemented into Customers IT environment; and
any material breach of this Agreement by Customer which impacts on the availability of the Service.
Enet5 and its suppliers shall use all reasonable endeavours to ensure that the Services are available 24 hours per day, 7 days a week, 365/366 days per year. This will require pro-active scheduled maintenance as detailed below.
Scheduled maintenance shall be required at regular intervals (and is excluded from Service availability). Enet5 shall use best endeavours to carry out scheduled maintenance at weekends and where that is not possible, then to carry out maintenance outside of normal working hours on Working Days, to ensure that scheduled maintenance causes the minimum possible disruption to Customers use of the Services and shall be completed as quickly as is reasonably practicable.
Scheduled maintenance may include, but is not limited to, the following:
Server and network maintenance to replace or repair components;
Software upgrades (e.g. operating system, application software);
Bug fixes;
Security fixes; and
Enhancements to functionality of the software (for example, but not limited to, enhancements to the operating system, SQL database, network card upgrades) and the WSS website (for example, but not limited to, new web parts).
The customer acknowledges that the service is backed up for the purposes of disaster recovery only.
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