SERVICE LEVEL AGREEMENT

BCN VALUE

This Service Level Agreement (SLA) is to provide the parameters of all IT Support Services provided by BCN Group Ltd (the Service Provider) to all customers (Customer).

This SLA remains valid until superseded by a revised version published by the Service Provider which will be communicated to the Customer via email by the Service Provider and placed on the Service Providers website, or until superseded by a modified version which must be mutually endorsed by the stakeholders (Service Provider and Customer).

The SLA will be reviewed annually; however, in lieu of a review during any period, the current SLA will remain in effect. This document is maintained by the Support Services Manager (Document Owner) and is responsible for undertaking regular reviews of this document.

The purpose of this SLA is to ensure that the Service Provider delivers a consistent IT support service to the Customer by providing a clear:

  • reference to service ownership, accountability, role and/or responsibilities
  • concise and measurable description of service provision to the Customer
  • perception of expected service provision with actual service support and delivery

Service Description

The following services are covered by this SLA:

  • Manned telephone support
  • Monitored email support
  • Remote assistance using remote control where available
  • Pro-Active Monitoring (extra costs may apply)

Service Availability

 Support requests and Remote support is available through our client support portal on http://www.bcn.co.uk via the client portal link

  • Email support is monitored from 9:00hrs to 17:30hrs Monday to Friday. Email: support@bcn.co.ukstating your direct telephone number with a description of the situation requiring support.
  • Standard technical telephone support is normally available from 9:00hrs to 17:30hrs Monday to Friday on 0345 095 7001
  • Upgraded 24/7 technical support is available at all times via telephone (24/7 Support Number, provided in Support Documentation)

The Service Desk will seek 100% availability during service hours for all the contact routes combined to request support, which means the Customer will always have at least one method available to report an incident during normal or extended operational hours.

Any pre-scheduled maintenance should not impact the Customer, however should this not be the case, advance notice of one working week will be provided by email to the Administrator of the Customer account. The Administrator details are provided by the Customer to the Service Provider when the Customer account is opened. The Customer must advise the Service Provider of any changes to the contact details by emailing support@bcn.co.uk and ensuring a change to administrator access to the service is requested.

In the event of unscheduled maintenance being required the Service Desk shall use commercially reasonable endeavours to give the Customer notice in advance of such work.

Service Levels

The Service Desk (Support Team) is the single point of contact for all Service users on a daily basis, and is performance managed to ensure that all incidents and service requests are handled effectively and efficiently.

  • The core functions of the Support Team are:
  • To answer calls from the BCN support queueing system
  • Assign an Incident number and log the call onto the customer account
  • Provide 1st line support where possible
  • Advise customer of available service updates
  • Escalate cases when and where required
  • Provide progress updates to the Customer
  • Close all resolved cases when the Customer has confirmed their satisfaction

For support options please refer to Service Availability above.

The Service Desk is manned from 09:00 hrs to 17:30hrs each week day by 1st Line Technicians. All contact will enter a queueing system and will be answered in order of contact being received and case numbers will be allocated and recorded accordingly.

1st Line Technicians are expected to resolve the majority of cases within 1 hour of the call being assigned.

Service Desk KPI’s include:

  • 95% of calls are resolved on the initial contact
  • Average time of 30 minutes to resolve a case at 1st line assignation
  • 98% user satisfaction, via after-call survey, with the handling and outcome of the call

Line / Tier Escalation

Where a case cannot be immediately resolved by the 1st Line Technicians, it will be channelled to the appropriate technical support level or product expert. The caller will be advised by the Service Desk as soon as a solution is found, and/or kept informed of progress where appropriate. If contact is made by email or call logging, the Customer must make best efforts to ensure availability when the Service Desk calls to provide support.

Upon escalation, cases are prioritised according to the severity based feedback from the Customer. The priority can change through the life cycle of a case.

In support of services outlined in the SLA, the Service Desk will respond and provide resolution to service related incidents and/or requests submitted by the Customer within the following timeframes:

Action does not represent a solution as some cases may require a longer resolution period. Acknowledgement time means we will advise of our attention and when possible provide an estimation for the next point of contact.

Note:

Where issues arise as a result of a 3rd party, or local infrastructure, failure or impact, The Service Desk will advise on an appropriate course of action.  At this point the case will be on-hold / pending close awaiting further updates from the Customer and/or 3rd party. The case will be re-opened if the cause of such issues hasn’t been resolved and further assistance is required.

Remote assistance will be provided in-line with the above timescales dependant on the priority of the support request and the customer allowing access. Customer resources are expected to be available and willing to work with the Service Provider to resolve any issues.   

Where a standard support SLA is in place, out of hours support can be arranged on a per case basis, at additional cost to the Customer.

Management Escalation

In the event a client is dissatisfied with the service provided by the Service Desk the following escalation paths are available:

  • Escalation from 1st line to 2nd line
  • A call or email to the Support Desk requesting the involvement of the Services Desk Manager
  • A call or email to the Support Desk requesting the involvement of the Technical Director