/Service Definitions
Service Definitions 2017-12-01T09:02:36+00:00

SUPPORT DEFINITIONS

CATEGORIES OF SERVICE

Services offered are classified into two categories, defined as follows: 

1. Category A Services 

  • Services that are delivered routinely, either pro-actively or reactively,

  • Delivered on an as-required or as-requested basis within the agreed service availability hours.

  • Delivered on a fixed-price contract basis as set out in the customer contract.

  • Only for the equipment which is listed in Schedule 2 of the support contract

2. Category B Services 

  • Services, beyond the scope of Category A services that are delivered only on an as-required, ad-hoc and variable basis.

  • These services shall always be agreed upon in writing and are delivered and paid for on a time and material basis.

  • These services are set a price determined in accordance with the prevailing pricing for Category B Services.

  • Where the requested services include the products listed in Schedule 2 of the customer’s contract, and may be:

    1. Services delivered in response to a normal Service Request / Incident Report, but delivered outside the agreed operational hours and/or area.
    2. Services delivered in response to a specific service or change request issued by the CUSTOMER and/or against a service/change proposal submitted by UnitedTech and formally accepted by the CUSTOMER, to the extent that it is out-of-scope service in terms of the Category A Services

PRIORITY DEFINITIONS

Priority

Severity

Description

Criteria

P1

Fatal

End-user’s production system is down and completely inoperable.

The systems, products and components are not operable anymore and key functions and features do not work.

No workaround or temporary repair is available.

P2

Major

End-user’s production system is working but it is severely restricted. Major functions and features may have failed.

Some of the key functions and features of the systems, products and components are not fully operable, or limited operation is possible.

No workaround or temporary repair is available.

P3

Minor

Minor impact on end-user’s production system. Minor functions and features have failed.

No core operational information is lost and all core functions and features are operational. There may be some minor errors or restrictions. A workaround is available by changing set-up or working procedures.

P4

Miscellaneous

No impact on the end-user’s production system. Cosmetic problem.

The system is working without limitations although some limitations may exist. The Customer requires some information on the capabilities, installation or configuration of the systems and components or requires new functionality.

SERVICE DEFINITIONS

Levels

Description

Roles and Responsibility

Support Plus

Basic Support– Ensuring your product stays current with newly released Major software versions. These new versions will include the benefit of any new features that may be included. 

(UnitedTech and OEM to provide software only, installation will be charged according to the Category B service Schedules)

UnitedTech to provide 3rd level remote support to the CUSTOMER.

 

1st Level Support

Support at the CUSTOMER site, creating users, assigning user rights, performing all backups (Database and System Configuration), performing system health checks etc. (ensuring that the equipment is operating correctly, dealing with customer and user questions).

CUSTOMER Information Technology Team

(Primary Site Contact)

2nd Level Support

Support at the CUSTOMER site on a call out basis, replacing faulty line interface cards, replacing faulty PC hardware, installing new software and service pack, extracting event log files, etc. (ensuring that the equipment is operational in the quickest time after failure, troubleshooting and problem resolution).

UnitedTech field support teams subject to the cover agreed to within the agreement.

3rd Level Support

Remote support only at the UnitedTech premises, provided by the UnitedTech Product Specialist division, repairing returned faulty hardware, assisting with technical queries, assisting remotely with on-site diagnostics, analysing event log files (telephone and e-mail technical support assistance to the CUSTOMER and or CUSTOMER in their quest to ensure continued operation and availability of the UnitedTech equipment, dealing with product or documentation errors that do not require code changes).

UnitedTech Product Specialists Technical Teams

4th Level Support

Remote support only at the UnitedTech premises, provided by UnitedTech Development division, for UnitedTech developed software, fixing software bugs and failures (escalation to development by the UnitedTech Product Specialists, dealing with product or documentation errors that require code changes).

UnitedTech Development Support Technical Teams

SUPPORT COVER

Description

Support Plus

Bronze

Silver

Gold

Platinum

Availability

Monday to Friday
Business Hours

Monday to Friday
Business Hours

Monday to Friday
24 Hours

Monday to Sunday
24 Hours

Monday to Sunday
24 Hours

 

Service Offering

3rd Level
Remote Support Only

2nd Level

2nd Level

2nd Level

1st Level

 

Response Time

Onsite next Business Day for faulty hardware replacement only
——————–
Same day at best effort

Same day Remote Support
——————–
Onsite next Business Day best effort

P1 = 4 Hours
P2 = 6 Hours
P3 = 18 Hours
P4 = 24 Hours

P1 = 4 Hours
P2 = 6 Hours
P3 = 18 Hours
P4 = 24 Hours

On Site during Business Hours
——————
Gold Response Time applies A/H

 

Mean time To Repair

Best Effort

Restore to
Last Known Good

P1 = 6 Hours
P2 = 8 Hours
P3 = 24 Hours
P4 = 36 Hours

P1 = 6 Hours
P2 = 8 Hours
P3 = 24 Hours
P4 = 36 Hours

P1 = 6 Hours
P2 = 8 Hours
P3 = 24 Hours
P4 = 36 Hours