Service Level Agreement

Excellence in Connectivity & Support

Purpose

This Service Level Agreement (SLA) specifies the time frames in which we will endeavor to respond to incidents and resolve any telephone system issues.

Included in this SLA is the incident procedure, associated response level and escalation process.

Astricloud are committed to delivering a high level of service to ensure that the telephone system is an effective enabling tool for all of our customers.

Service Description

Astricloud is responsible for maintaining the Telephone System and directly associated service used for the company specified as detailed on the Sales Order. This is to ensure that the telephony service (“the service”) is available for use in accordance with the service levels described in this agreement.

Service Availability

Astricloud will endeavor to ensure that the service is available 24 x 7 subject to planned outages as communicated by ASTRICLOUD, which in many cases will be determined by third party providers.

Scope & Exclusions

4.1 Hours of Support

09:00 - 17:30 Monday to Friday
(Excluding Public Holidays)

4.2 Service Schedule

Precise details of what is covered should be clear on the Sales Order form, but as a general rule we will usually cover the following:

Router giving access to telephony cloud (provided router assurance is maintained)
Handsets or soft clients
Any wireless access points provided as a part of the service
Data connection
Fixed lines obtained from AstriCloud
Software
PCs or Servers

4.3 Exclusions

The following services and devices are not covered by this SLA or any service schedule:

Customers IT Services, including infrastructure, hardware and software
Network switches used for the telephony service
DECT phones
Internal cabling
Mains cabling and supply
Headsets

Responsibilities

Customer Responsibilities

Providing a valid service identifier such as site name, address or telephone number when reporting an incident to the Support team.
Provide and maintain a list of authorized technical representatives who can act on behalf of the customer, and be contacted either by Focus Support or a third party appointed by ASTRICLOUD.
Checking that equipment is cabled and powered correctly, including phones, routers etc.
Completing diagnostic checks when requested by a Astricloud representative.
Confirmation that the incident reported has been resolved.

Astricloud Responsibilities

Support provided via telephone and email.
Issuing a unique reference number for each new incident raised.
Monitoring each incident through to completion.
Providing updates on the status/progress as agreed with the customer.
Escalation as appropriate.
Confirming when an incident has been resolved.

Incident Management

All incidents relating to the service detected by end users must be reported to the Focus Support team for further diagnosis. The Support team member will log a task on our in-house CRM System. The call will then be routed to the appropriate Support Technician in accordance with the minimum Service Level timelines.

Within the SLA defined working hours:

The Support team will receive an email/telephone call of any incidents relating to the telephony system.
The Support team will log the incident with the customer contact as the “requester” and provide you a Case ID.
Each call logged by the Support team is assigned a unique Case ID. This Case ID number will be communicated to the requester and should be used when contacting the Support team for updates.
The Support team will assess the issue and engage the various technical representatives to assist and diagnose.
The customer contact will receive regular email (in some cases,voice call) updates in accordance with the category assigned to the task.
When the incident is resolved, changes completed, and/or the questions answered, the customer will be further updated and Astricloud will request acceptance to close the ticket. Astricloud will make a maximum of 2 closure requests within a period of 2 days after we believe the incident has been resolved. The ticket will then be closed unless anything further is heard from the customer in that time.

Service Levels

Astricloud prioritizes all requests according to their impact and urgency. Astricloud will look to agree the priority level with the customer to avoid confusion or differing expectations.

Priority 1 – Major Incident

Incidents where there is a total system failure or failure of a component that renders the complete system unusable in one or more sites.

Priority 2 – Significant Incident

Incidents that reduce the level of functionality or performance of the system across 1 or more sites.

Priority 3 – Minor Incident

Incidents that affect a single user or component that has a limited effect on the rest of the system. No disruption to service.

Priority 4 – Information/Config

Service requests for configuration changes or a loss of functionality that is not service affecting. No disruption to service.

Metric	P1	P2	P3	P4
Initial response time	30 Mins	30 Mins	60 Mins	60 Mins
Frequency of updates	2 Hours	2 Hours	4 Hours	2 Days
Target Fix Time	8 Hours	2 Days	3 Days	5 Days

All times are working hours/days

Escalation Path

If you feel that a fault is not being progressed within the given timescales or is not receiving the appropriate attention or priority, please feel free to contact Focus Escalation team below.

Escalation Level	Name	Role	Email
Level 1 – Lines	Devi	Support manager	taiyakes@intellico.my
Level 1 – Systems	Shahril	Product Specialist	support@astricloud.com
Level 2 – All	Wee	Director	wee@astricloud.com
Level 3 – All	Chandran	Director	chandran@astricloud.com

Complaints

All complaints related to logged Support incidents should, in the first instance, be directed to the escalation paths. The complaint will be investigated and actioned, and if necessary, can be escalated to the Management Team – mgt@astricloud.com

Out of Hours Support

Out of hours support is provided only by prior agreement, however, faults on care level lines can be reported out of hours and will be logged. Please note that only those with care level 4 are 24 x 7 response and will be processed from the time of calling – these carry an

Appendix A – Incident logging requirements

Fault Localization / Preliminary Checks

To enable us to resolve any support queries as quickly as we would like, we will need certain information from you to open and progress support tasks. Problem symptoms referring to all faults should be captured and must be recent. Example calls should not be older than 48 hours except where this is impossible.

Telephone Line Fault Localisation (ISDN2/30)

Reboot the Customer Premises Equipment (Telephone System).
(If you are unsure as to your equipment suitability for this then please check first with your system maintainer. This course of action resolves around 50% of faults reported to us.)
Where a Telephone System is present, can you make internal calls?
Take note of what happens on incoming and outgoing calls.
If fault is intermittent how often does it occur?
Are DID’s affected also? If so, which are affected? All/some?

VOIP Fault Localization

Reboot access router. Power down and leave off for a minimum of 20 minutes; power back on; wait 5 minutes, then check for connectivity.
If using SIP trunks, reboot the telephone system in line with the advice of the system maintainer. Check lights on routers; make a note of which are on/off.
If using ADSL as access method check for dial tone at socket.
Check if all handsets are experiencing issue.
Take note of what happens on incoming and outgoing calls.
If fault is intermittent how often does it occur?
Are DDIs affected also? If so, which ones are affected? All/some?

Fault Logging Requirements

All current service faults should be preferably reported by telephone direct to our Support Desk. Verbal communication will allow our Support Desk to discuss the fault in detail and provide initial diagnostics without delay.

Line (WLR) Fault Requirements

End-User & Service details
End-User’s Name
(i) PSTN & ISDN2 - CLI of the faulty line (complete, including the STD code)
(ii) ISDN30 – Circuit Reference number & type of telephone system
Full postal address of End-User’s premises
Contact name and telephone number (for BT & possible access purposes)
End-User Site Non-Access periods
Required Call Divert telephone number (Not International or premium rate)

Completed Preliminary Checks

Has the equipment been checked & is okay?
Has the power supply been checked & is okay?
Has “Fault Localisation” been completed?

VOIP Fault Requirements

Customer: Name, Full postal address, Contact number
What is the problem? Nature/Symptom of fault
Frequent/Intermittent? (If intermittent are there any patterns in the time(s) of failure?)
Product type; Horizon, SIP trunking etc
When did the problem start?
Identify your router Make and Model
Have any changes happened on your local area network or firewall recently?
Which provided Internet Service are you using?
Call Quality: Create and complete a table for outgoing/incoming calls. We need at least three examples within the last 48 hours to investigate.
Do you need a divert?

Fault Details Generic

Nature of fault
Symptom of fault
Intermittent/Frequency or permanent?
When did the fault start?