Incident support

Main Solutions Noventiq Premier Services Incident support

Description and scope of work for incident technical support

Objectives of the technical support provided:

Prompt consulting responses to questions from a dedicated support line (phone/e-mail/Service Desk).
A single entry point for solving problems related to supporting company services.
Guaranteed level of service.
The ability to attract specialists with expert knowledge of specific products and technologies at the design, support and implementation stages, if necessary.
Transparent reporting system.

The list of supported products includes the following versions of products supported by the manufacturer:

Exchange server.
Microsoft Forefront.
SharePoint Portal Server.
S4B Server.
SQL Server.
Windows Server/AD.

If you need to change the list, as well as a detailed list (indicating versions) of supported solutions, please check with your manager.

№	Terms of technical support	Technical support
1.	Availability of a dedicated service line for receiving technical requests by phone, e-mail, Service Desk 24 hours a day	Included
2.	Access to the Contractor's technical support website (control of requests, information on the progress of the solution, forums with engineers)	Included
3.	Consultations of the Customer’s technical specialists on installation, configuration, technical features, configuration, administration	Included
4.	Remote connection sessions to provide support	Included
5.	Mode of service provision	24х7
6.	Response time for requests	High– 2 hours Middle– 3 hours Standard – 4 hours
7.	Solving technical problems taking into account modeling of the Customer’s IT structure on a virtual stand (as agreed by the Parties)	Included
8.	Escalation of incidents to the manufacturer's support service in order to ensure the functionality of the existing infrastructure	20 hours of manufacturer support engineer work
9.	Solving issues by the Contractor's support service in order to ensure the operability of the existing infrastructure.	250 hours of work by the Contractor's support engineer
10.	Total number of Appeals to the Contractor, per year	No limits
11.	Providing statistics on all Requests registered in the Service Desk system upon request	Included (1 time per month)
12.	Solving unusual situations by visiting the Customer's site	Within the included pool of hours by prior agreement
13.	Assignment to the Customer of technical managers of the Contractor's company, providing a full cycle of services under the contract	Included (1 project manager)

Limits of responsibility of the Contractor

The Contractor guarantees service within the framework of the Customer's supported products described in this section.

The Contractor is not responsible for the restoration of lost or changed files, data or programs that occurred through the fault of the Customer.

The 24x7 processing mode for the Contractor's requests applies only to High priority requests. Medium and Standard priority requests are processed during the Contractor's working hours.

The Contractor is not responsible for the protection of the Customer’s confidential and proprietary information, except in cases where a violation of the protection regime was caused by the actions (or inaction) of the Contractor.

The Contractor does not guarantee the declared level of service if the operation of the Customer’s information systems depends on services provided by third parties.

The Contractor guarantees that the service level parameters are met at a level not lower than 90% of the total volume of requests per month.

The Contractor does not guarantee the fulfillment of the SLA for requests submitted to the Customer’s specialists for resolution.