Support
Service Description for Support
Service description valid from 1.9.2024 December XNUMX for Cloud Agreement, SSA-D, Service Agreements and Current Deliveries.
About Support
The Supplier's Services contain Support, which is further specified in its own Service Descriptions. Common to all Support services is how incidents and requests are classified and prioritized, as well as the response times and deadlines that apply to processing the cases. This is explained in this Service Description.
Note: Which support services are actually included in the individual service are indicated in the Service Descriptions.
Area of validity
The service description applies to the delivery of services where there is a service description that includes Support. Current Service Descriptions are published at all times on the Supplier's website.
Service descriptions that include Support Services take precedence over this Service Description
Services provided under General Terms and Conditions
The service is delivered as an Ongoing Delivery or as a Service Agreement subject to the applicable General Terms and Conditions as published on the Supplier's website. If there is a conflict between the General Terms and Conditions and this Service Description, this Service Description takes precedence.
Services provided under the Cloud Agreement
If the service is delivered as part of a Cloud Agreement entered into between the parties and specified as a service in the agreement's appendix, and there is a conflict between the Cloud Agreement and this Service Description, this Service Description takes precedence.
Services provided under SSA-D agreement
If the service is delivered as part of an SSA-D format agreement entered into between the parties and indicated as a service in the agreement's appendix, and there is a conflict between the SSA-D agreement and this Service Description, the SSA-D agreement takes precedence.
Opening hours Support
The supplier has a support function and operational organization that is available to the customer on working days from 07.30:16.30 to 24:XNUMX. The supplier has a XNUMX-hour on-call arrangement. The operational personnel serve the Customer's users by telephone and e-mail.
Security phone
Inquiries outside normal working hours are forwarded to the 24/7 guard. Service descriptions for the individual service, or entered into Nettskyvavalta or SSA-D agreement, indicate whether there is an opportunity to contact Vakt. An inquiry fee will be charged per inquiry to the technical hotline. This includes up to 30 minutes of work. Work over 30 minutes per case will be charged according to the conditions in the Service Description for Hourly Consulting Services.
Contact
The customer can contact Support in the following way:
- E-mail: support@braathe.no
- Phone: +47 69 01 32 99
Submission of cases is normally done via e-mail, which ensures that a case has been registered and that the Customer receives an immediate e-mail receipt for the case.
For cases with assumed priority Urgent, the Customer must contact Support per. telephone.
Error messages
Error messages regarding the Services must at least contain:
- Affected users, systems and/or applications
- Error description
- Time when error occurred
- The customer's contact person, e-mail address and telephone number.
On receipt of an error message, the Supplier must immediately register this in its Support System with a reference number which must be communicated to the Customer.
Classification of inquiries and operational tasks
| Classification | Description |
|---|---|
| Incident (Incident): | Any inquiry relating to an ongoing service provided and an error occurring on an underlying system that has previously worked. |
| Request (Service Request): | Any request for assistance, adjustment, adaptation or minor change of access or functionality relating to a system in operation. |
| Other Task | Inquiries that do not naturally fall under Incident, or that are not linked to ongoing services, are registered as Service Requests. |
Prioritization of matters
Prioritization of inquiries takes place based on an assessment of Impact (consequence) and Urgency (degree of urgency). Priority is indicated with the terms Urgent, High, Medium and Low. Matters are classified and prioritized by the Supplier upon registration in the support system.
Response times for the different priorities are given in the tables below.
Case priority
| Prioritization | Description |
|---|---|
| Urgent | All inquiries related to a Digital Workplace service, covered by the relevant service description, which is unavailable, or which is suspected to be unavailable.
Incidents that affect all or parts of a service that is business-critical and where the consequence is that the Customer cannot carry out its own business process. Events that affect a service in such a way that users are presented with information that is incorrect as a result of errors that have occurred. |
| High | Problems with essential parts of a business-critical service.
Incidents that affect all or parts of a service that is business-critical and/or where the consequence is that the Customer's users cannot carry out parts of their own business process. |
| Medium | Error situations that lead to reduced functionality in a service, but do not prevent the Customer's central business processes.
Standard priority for inquiries that it is not natural to prioritize under the other categories. |
| low | Not a time-critical inquiry that should be carried out when, according to the circumstances, it does not prevent or postpone other registered tasks with a higher priority. |
User support/Support services
User support gives all the Customer's IT users who are covered by the Service access to the Supplier's Support service for telephone support and possible remote management with up to 30 minutes of work per case included. The customer's users will be registered in the Supplier's Support system and can report cases per telephone or e-mail. Registration takes place either upon entering into an agreement or upon enquiry.
If a case cannot be resolved within the time included in the service, further work will be carried out in accordance with the conditions stated in the Service Description Hourly Consulting Services.
Matters classified as Other Tasks will also be carried out in accordance with the Service Description Hourly Consulting Services.
Response times
Normal response times for different types of inquiries are indicated in the tables below. In the event of an error in a 3rd party's code or configuration for which this 3rd party has delivery and operational responsibility, the matter will depend on the response and correction times that the Customer has agreed with the 3rd party.
Registered requests for changes to user access and configuration are classified as Service Requester and prioritized behind error messages (Incidents) cf the table below.
Support telephone response times are monitored by the Supplier at a global level during Normal Working Hours.
Response times for the individual case are logged in the case management system and monitored at a global level during Normal Working Hours. The customer's responsible contact has access to all cases registered with the customer and can see the status of the cases.
Response time Telephone enquiries
| Service (downloadable PDFs currently only available in Norwegian) | Black time | Warranty period | Agreement goal |
| Technical Security Telephone | Average < 1 min
Max <30 min |
24/7 | 100% of all calls must be answered within the maximum deadline |
| Support phone | Average < 45 sec.
Max <5min |
Normal working hours | 90% of all calls must be answered within the maximum deadline |
Standard response time Incidents for Support services
Standard response time Request (Service Requests) for Support services
| Prioritized | Response time | Warranty period | Agreement goal |
| Urgent | 4t | Normal working hours | 100% of all cases must be started by the deadline |
| High | 1d | Normal working hours | 100% of all cases must be started by the deadline |
| Medium | 3d | Normal working hours | 90% of all cases must be started by the deadline |
| low | 2u | Normal working hours | 90% of all cases must be started by the deadline |
Notice of change 2024 Q3
· Contact by telephone in the event of an urgent incident is highlighted
· Clarifying the monitoring of response times and case processing deadlines
