1. Support Levels

Levels	Organization Responsible for these Levels
Level 1	Client Service (First Line support)
Level 2	Channel Partner (Second Line Support)
Level 3	Mezzanine Support (Third line Support)

a) First Line Support (Client)

First Line Support is provided directly to the end-user and Users who access the Mezzanineware Web portal by the identified champions within the organization (Client).The First Line Support function may be divided to more than one group as the client sees fit.

Eg. A group who are able to reach or visit end users regularly may be the ideal members to be the Mobile application First Line Support team and a group within the organization who can access the web portal for other functions can also provide assistance to the group who meet with end-users and may add or remove items for the end-user from the Mezzanine web portal etc.

- During training the first line support will be trained on how to use the mobile application as well as web portal and how to assist end-users.
- Training material will also be provided/distributed to First line support members to assist should they require further help
- Should any Issue arise that cannot be resolved by First line support members, they may escalate their Issue to the Second Line Support (Channel Partner) with the following required details:
- - User Name and Surname
  - Device number as registered on system with an extra contact number
  - Full description of problem and possible directions as where issue could be replicated Eg. On Mobile application, which screen or on Web portal which role and function gave the issue

The Following Items will be supported by First line Support Members:

Mobile Application Related Support	Web Portal (Helium) Related Support
Send app APK download link/ Download Application	Direct Users to the correct URL
Install application on tablet or phone	Assist users who access our web portal with login related issues
Send barcode to (re-)install application	Do basic checks to ensure Internet is active should the web-portal not be reachable
Enroll barcode/Enrollment code to (re-)install application	Delete or Registering new Users on the system
How to Sync App (Sync Test)	View passwords, How to reset Passwords and Change passwords
Registering and Editing Mobile Users	Registering and Editing Web Users
Login application problems or errors	Edit or delete items as requested for individual End-users
Adding/Removing Items to view on App	Escalating System Errors/Bugs

b) Second Line Support (Channel Partner)

Description: Second line support is provided by the designated Service Provider (Channel Partner). They will handle receive all issues from First Line support (Client) and may view Channel items and process by opening the file below:

- Should the end user not have been successful in resolving the query, they should contact second line support who will try to resolve the query with the aid of the product collateral repository or do further escalation if necessary.
- The Second Line Support members will ensure the Mobile device or Internet settings are functioning in order to resolve some Mobile or Web Portal errors. Kindly note that web portal related issues can only be addressed by the Second Line support If the devices that access Web-Portal are purchased or distributed through the Channel Partner or Mezzanineware.
- Should any issue could not be resolved the Second Line support Member should escalate the matter to the Third-line Support (Mezzanine Support desk).
  
  Please ask the User for the following details and send to support@mezzanineware.com and easupport@mezzanineware.com or contact the Third line support on 0218802222 with the below information readily available:

- Username and Surname as registered on Mezzanine Platform
- Device number as registered with extra contact details if possible email address, Personal mobile number and landline (the more information the better)
- Product Name/ Application Name where Problem is experienced
- Full description of Error and also all the troubleshoot steps that were already taken by First and Second line support.

List of Channel Partners

For more Information on the Channel Partners below, click on the Partner name to open the page with contact details and more information.

The Following Items will be handled by the Second Line support Members:

Mobile Application Related Issues	Web Portal Related Issues
Faulty Mobile device troubleshoot	Faulty Laptop/tablet troubleshoot
Check if Mobile data is active and working	Ensure devices are able to connect to Internet
Simswaps & Rica process	Troubleshoot Web-portal setup
Device and Sim Blacklisting/ Unblocking	Internet Bundles Check
WASP services Checks and removal	APN Checks and blocking
Signal strength Investigations if User struggle getting signals on regular basis	Signal Strength Investigations if Internet Provider signals are faulty
Device Reboot in Order to reset faulty or freezing application	Escalation to Third line Support

c) Third Line Support (Mezzanineware)

Third line support is provided by Mezzanine support desk. Should the issue not have been resolved by either the first or second line support, it should be referred to the Mezzanine support desk with as much information as possible and they will assist further and give feedback within the SLA time-frames.

The Following Items will be handled by the Third Line support Members:

Mobile Application Related Issues	Web Portal Related Issues
All issues that could not be resolved by 1st and 2nd Line support	All issues that could not be resolved by 1st and 2nd Line support
Analyze and evaluate if the issue is valid by doing Mobile Application testing	Analyze and evaluate if the issue is valid by doing Web Portal tests
Replicate issue if possible and escalate to Developers if a Bug or fault are detected	Report bugs and faults to Developing teams
Wiki Support Introduction should information be available for FAQ's (Product Related)	Wiki Support Introduction should information be available for FAQ's (Web Portal Related)
Educate users on the different Support Levels if necessary	Technical assistance by fixing system errors
Escalate all non support issues to Product Owners where Bulk edits or changes are requested by Client	Adding or removing items on the system should the First Line support level are not able to or educate First line support on how to resolve it themselves
Further Training for individuals if needed	Web Portal being slow or non responsive

Third Line Support Desk Operating Hours

Support will be provided in English

The call center hours are as follow for each country of deployment (South African_Local time):

Mondays- Fridays	08h00 AM - 17h00 PM
Support Email: South Africa & Other Countries	support@mezzanineware.com
Support Email: East Africa	easupport@mezzanineware.com Whatsapp(254 757980067)
	+2721 880 2222 (direct number) +2721 880 2033 (Option 2)
WhatsApp Contact Number	+2771 689 4311 (RSA) +254 757 980 067 (East Africa)
Mezzanine web portal:	support.mezzanineware.com

2. Service Level Availability

Mezzanine will endeavor to ensure that the following standard is upheld for each instance of the platform that is deployed:

99% up-time guarantee
All transactions replicated to a secondary instance
One secondary instance operating as a warm standby site
Point-in-time recovery for all source code and application data
Full backups performed on a weekly basis
Firewall protection for servers against threats from the internet

Dependent on the Service Level Agreement that can be reasonably procured for each instance by an in-country provider where Vodafone is unable to provide this service through one of its subsidiaries or group network companies.

The secondary instance will also be hosted in-country. The off-site backup will be hosted in South Africa. If an in-country, off-site backup facility is required, that will be priced as per client requirements.

3. Mezzanine ware_Service Level Agreement

The technical specifications as detailed in this document will be delivered and supported through the service level as stipulated below. This enables our clients and authorized staff to contact one consolidated point of support for all services related to the deployment.

Priority	Customer impact	Resolution target
P1 Critical	A fault resulting in the majority of users unable to use the service . No workarounds available. Note: Regardless of the time of day or day of the week. If it is logged by 13:00 Saturday it has to be fixed in production by 13:00 PM Sunday.	24 hours
Incident Reports	Incident Report SLA Interim (within 24 hours of identification) Final (within 72 hours of resolution)
P2 Major	A fault resulting in multiple users unable to use the Service sufficiently. Workarounds are available. Note: Business hours measured from 08:00 to 17:00 Central South African Time	16 business hours
P3 Minor	Customer reports repeated quality problems, intermittent faults or degraded service. Workarounds are available. Note: Business hours measured from 08:00 to 17:00 Central South African Time	80 business hours
P4 Not Urgent	Request for Information or request to update system feature or function. Business impact negligible. To be agreed between parties based on sprint allocation. Note: Ideally we should not have any of these. A long standing P4 should rather be a Maintenance Story.	Best Effort

4. Mezzanine Support SLA Response Time

“Mean time to Respond” or “MTTr” means the mean time to respond and is defined as the average time when the incident is logged by (i) the End Customer (ii) The incident is captured in Mezzanine logging system. Mezzanine is obliged to immediately log a service ticket upon becoming aware of the incident;

“Mean time to Restore” or “MTTR” means the mean time to restore and is defined as the average time when the incident is logged by (i) the End Customer (ii) to the time the Service is restored by Mezzanine. Mezzanine is obliged to immediately log a service ticket upon becoming aware of the incident;

Severity Class	Q4 Support Goals	Mean Time to Respond	Mean Time To Restore
P1	within 20 minutes	within 30 minutes	100% within 24 hours; and maintained 24/7/365.
P2	within 20 minutes	within 30 minutes	100% within two (2) South African business days; monitored and maintained during business hours.
P3	within 45 minutes	within 1 hour	100% within ten (10) South African business days; monitored and maintained during business hours.
P4	within 1 hours	within 2 hours	100% within ten (15) South African business days; monitored and maintained during business hours.

5. Scheduled Maintenance

We will notify you of any planned service interruptions in advance. Scheduled downtime will be arranged during our standard maintenance window, which is after 21:00 CAT. Application availability, development and maintenance will be guaranteed for the duration of the contract and we will address any non-critical requirements through regular updates to the application released through monthly development sprint cycles. The allocation of monthly sprint cycles for improvements to the application will be agreed during the contract negotiation.

6. During_Training Support Procedure

This section explain what steps the Product Owners and Trainers need to follow when Training are scheduled and errors are encountered.

Please ensure you have the followed the steps below to enable you to receive the necessary support while out in the field:

Notify the Support Desk Manager (Lucinda Basjan) with training schedules and communicate with Support desk to ensure that you will have the support assistance needed.
Contact Support desk via WhatsApp on +2771 689 4311 with a clear description of the issue you are experiencing. Make sure all details are included as below:
- User's Name and Surname
- Mobile number as registered on the system and or
- Role User use to access web portal if applicable
- Screenshots or pictures of any error messages on the users device
After the above is being received, the Support desk Manager will keep the reporter updated on the status of their issue until it has been resolved.
The issue will then be logged on all support channels for record keeping

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