Service Level Agreement

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Service Level Agreement

The contents of this document are subject to revision without notice due to continued progress in methodology, design and manufacturing.

Wireless Maingate AB shall have no liability for any error or damages of any kind resulting from use of this document.

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Table of Contents

1

Introduction

3

2

Maingate Support

3

2.1 Organisation

3

2.2 Issue Management

3

2.3 Issue Categories

4

2.3.1 Administrative Support

4

2.3.2 Technical Support

4

2.3.3 Operational Support

4

2.3.4 Severity categories

5

2.4 24-hour Operational information

5

2.4.1 Service Level

5

2.4.2 Accessibility

5

2.5 Service Window

5

3

Support Levels

6

3.1 Maingate Web Self Support

6

3.2 Maingate Help Desk Support

7

3.2.1 Basic

7

4

Support Levels

7

4.2 Maingate Help Desk Support

8

4.2.1 Basic

8

4.2.2 Extended

8

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1 Introduction

This document describes Maingate’s support services and the service levels offered.

2 Maingate Support

Maingate’s customers are automatically entitled to the use of Maingate Support. Maingate offers support in different levels meeting the different needs of different customers.

The Maingate support services are mainly of three different types:

Supporting and helping customers with administrative, technical and operational tasks

Helping and supporting customers in using Maingate’s services in different ways and answering questions in association to the services.

Receiving fault reports and managing faults

Managing error reports from customers if customers experience that Maingate’s services do not function the way they should. Support organisation locates and attends to possible errors.

Dispatching operational information

Dispatching operational information at planned and unplanned operational disturbances in Maingate’s services.

Depending on the support level selected, Maingate support can be accessed via  online web service

 email

 help desk phone  fax

 extended support phone

2.1 Organisation

Maingate’s support organisation is divided into first, second and third line support. First line support handles contacts with customers via telephone, e-mail and fax. Second line support consists of specialists within Maingate who work with system operations Third line support are support functions of Maingate system development resources as well as external suppliers. Maingate’s ambition is to solve as many issues as possible in the first line support, as this shortens the time needed to solve the customer’s issue. The level of competence within the first line support is therefore high.

2.2 Issue Management

In order to attain desired quality and swiftness of issue management, there is a process defining how issues reported to Maingate Support are managed. The

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routine describes how the workflow throughout the support organisation should function and within which time span the activities are to be carried out.

The flow can be summarized as follows:

Issues can be reported to Maingate Support in different ways, for example by e-mail. All incoming issues are assigned an issue number.

When the issue has been received, first line support starts attending to it. Maingate support keeps the customer informed about issues that can not be handled immediately by sending status reports at regular intervals.

If the first line support is unable to solve the issue, it will be passed on to second line support. If the second line support is unable to solve the issue, it will be passed on to the third line support. One person in the first line support is responsible for the issue during the whole process. When the issue has been attended to, a person in the first line support will notify the customer generally by e-mail or telephone, or as agreed.

When dealing with more complicated issues, Maingate asks the customer to ensure that the action taken has produced the desired effect. This may occur if an issue concerns a complicated and not easily identifiable error that has been attended to by Maingate. Maingate will then await confirmation from the customer that the action taken has produced the desired effect before the issue is closed.

2.3 Issue Categories

The support service provided by Maingate is divided into the following three categories:

2.3.1 Administrative Support

Handling of all administrative issues regarding agreements, invoices, SIM cards, subscriptions and services provided by Maingate. The service provided depends on the SLA level the

customers choose.

2.3.2 Technical Support

Handling of technical issues regarding the services provided by Maingate. Examples of these tasks are

 Ensures new customers getting started using our services  Handles technical support calls

 Announces operational disturbances and planned downtime

Handles all severities (see chapter 2.3.4) within Swedish office hours. Technical support issues of Severity 1 and 2 will be dispatched to Operational support outside Swedish office hours.

2.3.3 Operational Support

In order to handle emergencies the operational staff is available 24/7 to solve urgent issues and to start initial analysis if corrective measures are required.

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2.3.4 Severity categories

All issues handled by Maingate support is classified into one of the following 4 severity categories:

 “Severity 1” implicates a severe failure or defect of the Service which results in that all or an essential part of the Service is unavailable or significantly degraded

 “Severity 2” implicates a severe failure or defect of the Service which results in, or is likely to result in, that all or an essential part of the Service is disturbed, frequently interrupted or degraded

 “Severity 3” implicates a failure or defect of the Service or a part of the Service which is not a failure or defect of Severity 1,2 or 4

 “Severity 4” implicates a minor failure or defect of the Service which does not affect the performance, delivery, operation or maintenance of the Service, or a minor documentation error nor affecting the operation or maintenance of the Service.

2.4 24-hour Operational information

All customers have access to the web service 24-hour Operational information, providing information regarding operational disturbance 24 hours a day.

2.4.1 Service Level

Maingate monitors its system operations 24 hours a day. All critical systems are linked to Maingate’s monitoring system, which delivers alarm messages to operations personnel on stand-by. Actions are always taken within one hour from the alarm.

Maingate’s ambition is that the operational information should reach the customer within two hours of the operational disturbance.

2.4.2 Accessibility

Depending on the customers selected service level and needs, the operational information can be accessed via a web service (Maingate Manager), e-mail and/or SMS.

2.5 Service Window

Maingate’s ambition is that Maingate’s services are accessible in accordance with customers’ needs. There are occasions when the systems have to be updated in such a way that the services are inaccessible during the time when the updating is done. In order to minimise the

consequences for the customers, Maingate has defined a service window, in which planned system maintenance is carried out.

Maingate Support notifies the customer of any work scheduled no less than 5 workdays before the work is done. The service window is set to the following time:

Wednesdays 18.00. – 21.00. CET.

The Service Window applies to all equipment that Maingate is responsible for and that has any effect on the services delivered to the customer.

The Service Window also applies to a certain extent to third party equipment and in cases where Maingate has received information from a third party that scheduled work is to be carried out. Maingate cannot ensure that all work by third parties is carried out in the service window.

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Exceptions from the Service Window are large scheduled operational disturbances that cannot be handled within the ordinary service window. Such operational disturbances are individually scheduled in order to minimise the consequences for the customer. The customer is informed of such cases in no less than 15 workdays before the work begins.

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Support Levels

The service support levels describes the support services provided and the defined goals of response time and lead-times for incoming support issues.

Maingate Support offers the customer a possibility to choose a suitable service level for his issues, depending on his specific needs. The service levels available are presented below. For prices for each level, see Maingate’s price list.

Maingate Web Self Support is available via Maingate Manager web application, which offers the

following service level.

Maingate Web Self Support

Web tool Maingate Manager - Administrative self support - Trouble reporting

- Operational information

- Frequently asked questions (FAQ) - Invoice questions via web form

24 hours, 7 days a week

Customers with Maingate Web Self Support are allowed calls free of charge to the Maingate Help Desk Support (see 3.2.1) during the first 30 days from project start.

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3.2 Maingate Help Desk Support

Maingate Help Desk Support is available in two alternative levels: BASIC and EXTENDED.

3.2.1 Basic

Maingate Held Desk Support – BASIC provides the following service level.

Maingate Help Desk Support – BASIC

Maingate Manager (see 3.1 above) 24 hours, 7 days a week

Administrative support 08.00 – 17.00 CET working days Technical support 08.00 – 17.00 CET working days Operational information 24 hours, 7 days a week

Service levels:

Work started Severity 1 and 2: Within 1 working day from the registration of the issue Severity 3: Within 5 working day from the registration of the issue

Severity 4: Within 10 working days from the registration of the issue

Exceptions from the Service Window are large scheduled operational disturbances that cannot be handled within the ordinary service window. Such operational disturbances are individually scheduled in order to minimise the consequences for the customer. The customer is informed of such cases in no less than 15 workdays before the work begins.

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Support Levels

The service support levels describes the support services provided and the defined goals of response time and lead-times for incoming support issues.

Maingate Support offers the customer a possibility to choose a suitable service level for his issues, depending on his specific needs. The service levels available are presented below. For prices for each level, see Maingate’s price list.

Maingate Web Self Support is available via Maingate Manager web application, which offers the

following service level.

Maingate Web Self Support

Web tool Maingate Manager - Administrative self support - Trouble reporting

- Operational information

- Frequently asked questions (FAQ) - Invoice questions via web form

24 hours, 7 days a week

Customers with Maingate Web Self Support are allowed calls free of charge to the Maingate Help Desk Support (see 3.2.1) during the first 30 days from project start.

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4.2 Maingate Help Desk Support

Maingate Help Desk Support is available in two alternative levels: BASIC and EXTENDED.

4.2.1 Basic

Maingate Held Desk Support – BASIC provides the following service level.

Maingate Help Desk Support – BASIC

Administrative support 08.00 – 17.00 CET working days Technical support 08.00 – 17.00 CET working days Operational information 24 hours, 7 days a week

Service levels:

Work started Severity 1 and 2: Within 1 working day from the registration of the issue Severity 3: Within 5 working day from the registration of the issue

4.2.2 Extended

Maingate Help Desk Support – EXTENDED provides the following service level:

Maingate Help Desk Support – EXTENDED

Administrative support 08.00 – 17.00 CET working days Technical support 08.00 – 17.00 CET working days

Operational support: 17:00 – 08:00 CET working days, 00:00 – 24:00 non working days

Operational information 24 hours, 7 days a week Service levels:

Work started Severity 1 and 2: Within 4 hours from the registration of the issue Severity 3: Within 1 working day from the registration of the issue

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4.2.3 Contacting Help Desk Support

Maingate Help Desk Support can be contacted in four different ways:

 Via web-forms (accessible via Maingate Manager and the menu Support)  E-mail:

o [email protected] (for technical support)

o [email protected] (for administrative support)

 Telephone: +46 (0)455-36 37 50 Fax: +46 (0)455-36 37 37

Maingate Help Desk Support is open on working days between 08.00 - 17.00 CET, working

days. At other times it is possible to report issues via web-form, e-mail and fax. Customers with Maingate Help Desk Support - EXTENDED have access to Maingate’s

operational staff also outside normal working hours (08.00 – 17.00 CET). Urgent incidents that occur between 08.00 – 17.00 CET, working days should always be reported by telephone using the specific Extended Support number.