Support Procedures and Levels_Channel partners
- 1 1. Support Levels
- 2 a) First Line Support (Client)
- 3 b) Second Line Support (Channel Partner)
- 4 List of Channel Partners
- 5 c) Third Line Support (Mezzanineware)
- 6
- 7 2. Service Level Availability
- 8
- 9 3. Mezzanine ware_Service Level Agreement
- 10 4. Mezzanine Support SLA Response Time
- 11
- 12
- 13 5. Scheduled Maintenance
- 14 6. During_Training Support Procedure
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.
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:
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 Email: East Africa |
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 |
|
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