Service Level Agreement

Table of Contents

 1.0 Service Levels

   1.1 Glossary

   1.2 Purpose

   1.3 Scope of IT Service

   1.4 Responsibilities of the Customer

   1.5 Support Service

   1.6 Problem Prioritisation

   1.7 Logging Support Tickets

   1.8 Escalation Process

1.0 Service Levels

1.1 Glossary

The following terms are used within this section.

Term	Definition
Application	An application is a set of programs designed to perform a specific function for a computer user.
Hardware	Hardware describes the physical computer, printer, scanner, telephone system and related devices.
Software	Software is a general term for the various kinds of programs used to operate computers and related devices.
Operating System	The program that manages all the other programs on a computer (e.g. Microsoft Windows, MacOS).
IT Administration	House keeping of computer systems (e.g. setting up new users, maintaining computer security).
Infrastructure architecture	The physical hardware used to connect computers and users.
Downtime	A period of time when computer systems are not operational due to a technical problem or essential maintenance.

1.2 Purpose

The purpose of this document is to

• Clarify support and maintenance service levels.
• Clarify support responsibilities for software and hardware undertaken by the customer.

1.3 Scope of Bimotech Services

Bimotech has primary responsibility for

• Bimotech’s service support and IT administration.
• Infrastructure provision, support and maintenance.
• Application support, administration and problem resolution.
• Measurement and management of Bimotech’s service quality.
• Management and support of agreed cloud and on-premise systems.
• Management of software, hardware and infrastructure partners.

1.4 Responsibilities of the Customer

The customer is required to

• Provide advanced notice of future business plans, volumes and requirements which may effect the delivery of Bimotech’s service levels.
• Report all systems and PC problems with supporting information to Bimotech’s support desk.
• Comply with Bimotech’s Acceptable use policy (AUP).

1.5 Support Service

Service Deliverables	Service Level Targets	Customer Resposibilities
Bimotech’s Support Desks Availability	The Support Desk will be fully operational between 08:30-17:30 hours from Monday to Friday, excluding Bank and Christmas holidays.	Log calls via the method stated below (Section 1.7), specify call details, contact details and agree initial severity of problem.
Notification of downtime	Timely notification of all downtime or work affected by all users. Notification to be provided 1 whole working day prior to downtime, and subject to customer approval. This excludes unpredicted downtime.	Inform Bimotech on a timely basis if a planned downtime is inconvenient. Accept that some downtime is necessary.

1.6 Problem Prioritisation

Priority	Description	*Maintenance time before response	*Target resolution time
1	Urgent (e.g. core application down, network down, major hardware failure impacting on a number of users)	1 hour	4 hours
2	High (e.g. end user cannot perform urgent business function, user needs to perform a time sensitive task)	4 hours	8 hours
3	Normal (e.g. non-critical problem, end user request for information or assistance)	8 hours	48 hours
4	Low (e.g. retrieving hardware from site, non-critical system maintenance)	As agreed with customer	As agreed with customer

* Response and resolution times are calculated within the support desk operating hours.

1.7 Logging Support Tickets

Support tickets can be logged and updated via the following methods

• Email - All emails sent to support@bimotech.co.uk will generate a support ticket and the sender will receive automatic notifications of creation and updates.
• Telephone - By calling +44 1454 85 33 96.
• Web - By browsing to bimotech.zendesk.com, logging in and creating/updating a ticket.

1.8 Escalation Process

For escalation, please use the following contact details
John Higgins
Managing Director
DDI: +44 1454 279 354
Mobile: +44 7527 266 129
Email: john.higgins@bimotech.co.uk