Support and SLAs
Unless otherwise specified, the customer will be provided with support by the Aridhia Service Desk team aligning to the following target Service Level Agreements (SLAs).
Summary
| Support Hours | 09:00-17:00 Monday to Friday (GMT) |
|---|---|
| Contact Methods | Phoning 0131 560 1480 |
| Raise a ticket via email: servicedesk@aridhia.com | |
| Service Desk Portal |
Raising a Request
The customer shall send an email or call the Service Desk as per the details above. The customer shall provide as much information as possible in the request, including:
- Customer contact details i.e. phone number & email address.
- Detailed description of the request/issue.
- Where possible, step-by-step instructions to reproduce the issue.
- Where possible, the date and time of when the incident occurred.
In consultation with the customer, Aridhia shall set the Priority of the Incident (1, 2, 3, 4), each of which is listed below:
- Priority1: Application is down – all customers are unable to access the application.
- Priority2: Very important with no workaround, a large number of customers affected.
- Priority3: Important, however, the customer has a workaround.
- Priority4: Not important or urgent, however, will need to be resolved. Includes general questions and technical guidance.
A ticket will be created and customers will receive a receipt of acknowledgement email as defined by the Priority and associated SLA. Service Desk will track and manage ticket through to resolution. Note there are two methods of uploading files to Aridhia Service Desk:
1. Direct to the Service Request:
- Attach screen dumps etc to the email sent to servicedesk@aridhia.com when logging the Service Request.
- Once a Service request has been logged, attach the screen dumps etc to an email, add the Service Request number to the subject and send the email to servicedesk@aridhia.com
2. If the file(s) cannot be uploaded directly to the Service Request then please email the file(s) to support@aridhia.com quoting the Service Request number in the subject line. Contact the Service Desk to let them know you have sent the file(s).
Support SLAs
The table below details the SLA response and resolution time per Priority:
| Service Incident | Response time | Target for resolution/workaround |
|---|---|---|
| Priority 1 | 1 hour | 4 hours |
| Priority2 | 2 hours | 8 hours |
| Priority3 | 2 hours | 16 hours |
| Priority4 | 2 hours | 75 hours |
Note:
- Resolution times for Priority 1 Service Incidents and Priority 2 Service Incidents are measured 24x7.
- Resolution times for Priority 3 Service Incidents, Priority 4 Service Incidents and Priority 5 Service Incidents are measured in Operational Hours.
Priority 1 (P1) Incident Communication
- An initial outage notification will be emailed to all customers.
- Updates will be provided every 30 minutes via email.
- Key customer contacts will be invited to a Microsoft teams conference call and updates will be discussed on this before being released to the customers.
- On resolution, all customers will receive an email informing them that the incident has been resolved.
- A major incident report will be provided to the key customer contacts detailing the incident timeline, root cause and actions taken to stop future incidents reoccurring.
Priority 2-3 (P2-P3) Incident Communication
- Customers will be informed of the Service Request reference number via email.
- Customers will be updated with progress at least daily.
- When a comment is added to the Service Request this will be shared with the customer. Unless it contains Aridhia restricted information.
- Customers will be informed of resolutions or workarounds as soon as possible.
- The Service Request will not be closed until the customer confirms that the Service Request has been completed.
Priority 4-5 (P4-5) Incident Communication
- Customers will be informed of the Service request reference number via email.
- Customers will be updated with progress at least twice weekly.
- When a comment is added to the Service Request this will be shared with the customer. Unless it contains Aridhia restricted information.
- Customers will be informed of resolutions or workarounds as soon as possible.
- The Service Request will not be closed until the customer confirms that the Service Request has been completed.
Availability
The DRE operates to a target monthly availability figure of 99.5%, excluding planned downtime.