Service Level Agreement (SLA) 2018
Trackem Pty Ltd (‘Trackem’) will provide support services in accordance with the following Service Level Agreement:
Service Hours of Operation
Unless otherwise specified, the standard hours of operation for service and support are:
Monday to Friday: 9am-5pm (WST) | Saturday and Sunday: OFF | National Public Holidays: OFF | WA Public Holidays: OFF
Purpose of the Help Desk
The Help Desk is the standard first point of contact for the client’s staff to contact Trackem. It should be used to: report any faults encountered with the Hardware and Software; ask for assistance in using the software; make change requests; make comments or suggestions about improving service delivery;
Contacting the Help Desk
The Help Desk can be contacted via:
Telephone: 1300 897 610
Information required by Help Desk
To assist the Help Desk in resolving a fault or answering a query, the Client’s staff will supply the following information:
• Name & telephone number; details of the fault, query, request, etc.
• Business impact code (priority).
The Help Desk will log each fault, query or other service request as an incident on the help desk system so that it can be tracked through to resolution.
Service calls outside help desk hours of operation
Non-urgent calls outside the Help Desk hours of operation, may be left on voicemail or e-mailed as appropriate. The Help Desk will process the call on the next working day. Urgent and Critical Calls outside Help Desk hours of operation where the business impact is at Level Critical or High will be made to 1300 897 610 or Email firstname.lastname@example.org These contacts are available 24 hours a day 7 day a week.
Business Impacts – Priority
Every fault reported will have a business impact code allocated to it by Trackem Pty Ltd after consultation with the Client. The four business impact codes are as follows:
Urgent: An incident that requires immediate attention because it involves the complete loss of systems or services that will severely impact on the Client’s business or external Clients.
High: Significant loss of functionality of systems or services that will severely impact on the Client’s business or external Clients.
Medium: Significant loss of functionality of systems or services that will not severely impact on the Client’s business or external Clients.
Low: Minor loss of core-functionality with no significant effect on the Client’s business or external Clients.
The client will provide Trackem with access to its equipment and services if required for the purpose of maintenance and updates.
Response time Vs Resolution time
Response time measures how long it takes for Trackem to respond to a support request raised via its support system. Response may be in the form of an email or telephone call to either provide a solution, update status or request further information.
Trackem will use all reasonable efforts to respond to report of incidents within the following times:
Impact Code Response Time
Urgent – Within 1 hour
High – Within 2 hours
Medium – Within 1 day
Low– Within 3 days
All time intervals start from the time that the Client notifies the Help Desk. Trackem will always endeavour to solve problems as swiftly as possible. Due to the varied nature and causes of problems, Trackem is not able to provide a guaranteed resolution time. For example, in the case of a hardware fault, the lead time to source and implement a new device will take longer than an issue which requires a server restart. In all cases, Trackem will do its best to resolve problems as quickly as possible and will keep the client updated of all progress.
Trackem retains ownership of all intellectual property rights in the software and documentation including (without limitation) the copyright in any Software and Documentation and in any improvement, update, version or adaptation of the Software or Documentation made in providing the services or otherwise and whether made by Trackem, the Client or any other person. The Client will not remove any notices regarding the ownership of intellectual property from the Software or Documentation.
Advertisements and Announcements
Trackem shall be permitted to use client success stories in their marketing collateral (Brochure, Website, Social Media, Case Studies, Press and Media releases etc.), at its own expense, after giving the Client a reasonable opportunity to comment on the form and content thereof.
Trackem Pty Ltd warrants that the Services will be provided with reasonable care and skill. To the extent permitted by law, Trackem Pty Ltd does not warrant that the Software is error free or fit for the purpose of use by the Customer. The Customer acknowledges that the Software may contain errors which may affect the operation of the Software and the results or data generated by the Software. The Customer accepts that, to the extent permitted by law, Trackem Pty Ltd accepts no liability for any errors arising out the use or performance of the Software or the data, results or other information generated by the Software. All hardware purchased is covered for 12 months or as per supplier (whichever is less). Refurbished hardware is covered for 3 months from date of purchase. Hardware price does not include postage cost.
If the Client is not satisfied with the service that is provided, the Client will notify Trackem and provide details of the nature of the complaint to Trackem at email@example.com.
Terms & Conditions Please see www.trackem.com.au/terms-and-conditions