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The Support Line is 0844 871 1803. Only calls made to this number or emailed to email@example.com. will be processed as a helpdesk call.
For the purposes of this agreement, a Support Request is generally defined as a request for support to fix a defect in hardware, to change the existing configuration or to educate the user.
There are two levels of support provided under the terms of this Agreement. These levels, which are integrated into the Clients’ support process, are defined as follows:
General Support—This is support provided by AAG’ help desk when it receives the Support Request from their Client. This represents generalist support. If this level of support cannot resolve the problem, the Support Request is passed to AAG Specialist Support, which are the infrastructure support specialists.
Support Requests are taken and processed by AAG helpdesk as follows:
4 Hour Response
8 Hour Response
Specialist Support—This is support provided by AAG infrastructure support or subject matter specialist. This level of support does not perform code modifications, if required to resolve the problem. Operational issues will be resolved at this level.
The following characteristics are used to identify the severity of a problem report:
The telephone system is out of use and no calls can be received or made.
Any configuration change requested by the user whilst the telephone system is functioning, this includes add moves and changes.
Calls can be made but not received.
All software and firmware upgrades which are not critical to the telephone system being able to make or receive calls.
Calls can be received but not made.
All calls which are deemed as user education.
The Client has the following general responsibilities under this agreement:
The Client will conduct business in a courteous and professional manner with AAG.
The Client users, clients, and/or suppliers using the applications stated in the Statement of Work will use the AAG helpdesk to request support.
The Client will provide all information required to open a support request.
The Client will assign severity codes adhering to the correct usage of these codes as defined in this Agreement.
Once a support request has been submitted, the Client will make themselves available to work with the AAG support resource assigned to the support request.
The Client will provide AAG with reasonable access (via remote telecommunications or on-site access at the Clients premises) to enable AAG to meet its support obligations as set forth in this Agreement.
AAG has the following general responsibilities under this agreement:
AAG will conduct business in a courteous and professional manner with the Client.
AAG will log all information from the Client required to establish contact information, document the nature of the problem and the Client’s hardware/network environment (as applicable).
AAG will attempt to resolve problems remotely on the first response.
AAG will obtain the Clients’ approval before problem report closure.
AAG will work within the customers’ procedures/systems wherever possible.
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