NGI Software Customer Support Service Level
NGI Software provides level 1 support from its offices in Melbourne, Sydney, Canberra and Wellington for all its clients.
Our supplier's Support Centre provides level 1 and 2 support service s and technical staff from its global network of subsidiaries and agents. In addition, it provides a twenty-four hour level 1 and 2 support service outside business hours for customers worldwide.
Our supplier's have teams of specialist technical support engineers, each team supporting a sub-set of the product portfolio.
Customer Support provides Level 1 and Level 2 technical support for customers.
Level 1 support includes:
General usage and operation queries
Configuration changes
Documentation queries
Version/release level queries
Level 2 support includes:
Advanced configuration
Detailed problem diagnosis/tracing
Networking issues
Writing PTF's
Supplying replacement code
Supplier's Research and Development Centres, provide level 3 support via the customer support teams.
Level 3 support includes:
Development of replacement code
Development of advanced tracing programs
Development of product enhancement requests from customers
Logging Support Calls
Standard Support
Requests for technical support during business hours can be logged in the following ways.
- By calling product specific Australian hotline telephone numbers
- By emailing to product specific support@ngisoftware.com
Please see Appendix 1 for specific contact information
Business hours are between 8.30am and 6.00pm Sydney time, Monday to Friday, excluding public holidays.
All support requests are logged on to our supplier's Problem Management System and a log number allocated.
NGI Software supplier's Customer Support Centres provide a complete technical support and resolution service. It is not just a help desk. Calls are answered by fully qualified, experienced Support Systems Engineers, all with expertise in the products being supported, the intention being to quickly resolve as many problems as possible. In the event of an experienced Systems Engineer being unable to solve a problem, they are able to request development support from the team of our supplier's software developers.
Extended Hours (24 x 7) Support
NGI Software in Australia and New Zealand provide 24 x 7 support facilities, seven days a week, 365 days per year to customers under support contracts. This is supported by our supplier's 24 x 7 support facilities.
When support is needed outside business hours, requests must be logged by calling the 24 x 7 hotline number.
Callers to the hotline number will be able to select from a number of options depending on the product needing support..Following selection they will be forwarded to a product specific 24 x 7 hotline.
Experienced Systems Engineers also handle all calls logged on the 24 x 7 hotline. In the event of a Systems Engineer determining that a problem requires Development support this will be initiated within 24 hours.
Service Levels (Problem Priorities, Response Times, Escalations and Updates)
The provision of a technical support service and operating twenty four hours a day is dependent on having standardised customer service levels across all geographies. Our Service Level includes priority levels, response times, the escalation process and update frequency. By committing to regular customer communication and clearly documenting the service on offer, in addition to providing a high quality of technical support, we are able to achieve high levels of customer satisfaction.
The Service Level has 4 priority levels defined as follows:
|
Priority |
Description |
Response
Time |
Resolution Time |
|
Target
Response
Time |
Target for
Operational
Resolution |
Target for
Permandnt
Resolution |
|
1 |
Critical - Product or major product feature fails to function, system down or business critical situation |
2 hours |
4 hours |
1 days |
|
2 |
High - An intermittent problem that is not circumventable or a serious problem that is circumventable |
3 hours |
2 days |
5 days |
|
3 |
Medium - An intermittent problem that is circumventable or a problem that does not have a major impact on the Product or the user's system. |
5 hours |
5 days |
10 days |
|
4 |
Low - A minor usability, presentation or cosmetic problem that does not affect the ability to use the product.
|
8 hours |
None |
None |
Notes
Although Target Response and Resolution Times are not part of our contractual commitment, Systems Engineers are targeted and measured on the achievement of target times to ensure that agreed service levels are met.
Target Response times refer to a response from a qualified Systems Engineer. However, our support procedures ensure that, in the majority of cases, a qualified Systems Engineer answers the initial customer call.
Target Operational and Permanent Resolution times are measured from the time the initial response is given.
Elapsed times for Responses and Escalations are based on the contracted hours of support (i.e. standard business hours or 24 x 7).
Once a problem is logged and a response given by a Systems Engineer it will be worked on immediately and continuously to a resolution or acceptable workaround. It will be escalated as follows if not resolved within the target resolution times.
Escalation / update process for Priority 1, 2 and 3 problems
Priority 1
If a problem does not have an operational resolution within four hours from the time the initial response is given it will be escalated to the National Support Manager who will ensure the customer's I.S. personnel are updated every day until the problem is resolved. If it is not permanently resolved within one day it will be escalated to the Australian Manager and the customer's senior I.S. management.
Priority 2
If a problem does not have an operational resolution within two days from the time the initial response is given it will be escalated to the supplier's Support Team Manager who will ensure the customer's I.S. personnel are updated regularly until the problem is resolved. If it is not permanently resolved within five days it will be escalated to the supplier's Services Director and the customer's senior I.S. management.
Priority 3
If a problem does not have an operational resolution within five days from the time the initial response is given it will be escalated to the supplier's Support Team Manager who will ensure the customer's I.S. personnel are updated regularly until the problem is resolved. If it is not permanently resolved within ten days it will be escalated to the supplier's Services Director and the customer's senior I.S. management.
Back up
A high priority meeting with customer's staff, NGI Support Manager, with teleconference to the relevant supplier's Service Director, is then convened to rectify the problem to the amicable satisfaction of the customer.
Appendix 1
Customer Support Structure and Business Hours Contact Information
| Australian Support |
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| Hotline: |
(03) 8610 6311 |
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| Technical Manager: |
Rob Mathews |
| Telephone: |
0438 534 392 |
| Email: |
rob@ngisoftware.com |
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| Northern Region Manager: |
Paul Duke |
| Telephone: |
0409 980 944 |
| Email: |
paul@ngisoftware.com |
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| Southern Region Manager |
Don Paterson |
| Telephone: |
0402 100 016 |
| Email: |
don@ngisoftware.com |
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| New Zealand Support |
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| Hotline: |
(04) 496 5208 |
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| New Zealand Manager: |
Alex Chan |
| Telephone: |
021 431 218 |
| Email: |
alex@ngisoftware.com |
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