Support Procedures and Levels_Channel partners

1. Support Levels

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:

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:

•  Channel Support Procedures.pdf
• Mezzanine Support SLA.docx

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.

• AfriConnect (Device and Sim related Issues)
• ASI
• Safaricom (East Africa)
• Vodacom (SA & Tanzania)

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

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:

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):

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.

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;

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