Webtrends-Optimize adhere to a defined process & procedures for Fault Management to include identification through to resolution.
Webtrends-Optimize provide full technical support during core Operational hours, providing email & telephone support, together with a call-logging system which allows end-users to contact the Service Desk via a Web Portal interface creating a transparent environment.
All Incidents that are logged on the Jira Service Desk system are supported with a standardised approach to call logging to aid replication & improve overall resolution efficiency. Incidents are defined & the management of the individual faults, Incidents are referred to as a single occurrence of failures in the Software or the Service that is provided.
The severity of the Incident will be categorised & prioritised in accordance to business impact:
P1 - Client cannot continue to operate in any capacity, or the Incident will result in the system not being available to perform a process that has a commercial impact (e.g. effects conversion)
P2 - Modular failure - Non-core functions are non-operational, or core functions are only operational with workarounds.
P3 - All other Incidents based against individual impact.
P4 - Feature requests, or an indicident with minimal impact. For example, a disruption of service that neither impacts the function or operational flow due to being minimal in nature or having acceptable workarounds in place.
Webtrends-Optimize will endeavour to adhere to the following SLA Response, Update & Fix rate as per the Incident severity defined:
P1 - Response within 30 minutes, Update every 1hr, Fix within 2hrs
P2 - Response within 1hr, Fix within 48hrs
P3 - Response within 2hrs, Fix within 120hrs
P4 - Response within 2hrs, Resolution within 10 business days. Product enhancements will be considered on a case-by-case basis.
Webtrends-Optimize will clearly provide a Response to an Incident by means of providing an initial diagnosis within the corresponding Response time & ensure all actions are dealt with in-line with the Resolution of the fix & communicate accordingly. A clear & detailed end-resolution or fix response is relayed back to the client contact & Webtrends-Optimize will not close the Incident until the client has confirmed that the resolution or fix has resolved the Incident, only then will the Incident be closed.
In the event of a P1 Incident an IR (Incident Report) is created, the information detailed within the IR provides clear & constructive breakdown/conclusion to the P1 Incident.
A Service Review meeting forms part of the QBR process & Incident statistics are gathered & relayed to the client.This information is a breakdown of all Service Desk Incidents that have been reported since the previous QBR period. The report will detail the status of each Incident & provide key data, such as Incident creation date & Fix/Resolution.