Mondago Go Connect Service Level Agreement
Effective date: 26th February 2019
Last updated: 26th February 2019
This Service Level Agreement (“SLA”) describes the processes and conditions for Mondago’s delivery of support functions to the supported party (the Party). Provision of this service is conditional upon the Party subscribing to Software Assurance for the affected installation.
This document should be reviewed in conjunction with the end user license agreement (included with the software) and the “Partner Guide to Software Assurance, effective date: 28th January 2019”.
2. Support General Process
Mondago utilizes a two-tier support model for processing requests for support. Initial request for support is made as detailed in section 3. An Engineer will validate all contract information and evaluate details relevant to the question or issue. A unique Service Request number will be assigned and delivered to the Party via email. This Service Request number will be used to track the incident until final resolution.
If necessary, an incident will be reproduced in Mondago’s testing environment. Further investigation, including additional troubleshooting or debugging activity may be required. Based on these results an incident may be brought to resolution, or, if an anomaly is identified, escalated to Development.
3. Contacting Supplier Support
Support requests should be entered directly into the Go Connect for Panasonic portal. For requests generated in the portal, a ticket will automatically be generated and sent back to the Party.
New support requests will be directed to a technical support engineer. After it is verified that the support request is valid, the support engineer will create a Service Request number in the database. In order to expedite the processing and resolution of an individual incident, and to maintain and improve our service quality, it is essential that certain information accompany any initial support request.
When portal access is not available an email is sent to firstname.lastname@example.org. The following information must be included in the email
- Party name
- Party Contact name
- Party Contact email address
- Party Contact telephone number
- Site name
- Product name
- Serial Number
- Operating system(s) involved, including the version number and service pack level
- Computer hardware platform
- Platform version
- Detailed incident description including, where appropriate, steps to reproduce the problem
Some of this information (such as the identity of the person raising the incident) may be obvious though not expressly stated. Mondago’s engineers will not refuse reasonable requests, though it would be prudent to include the information as a precaution.
A Mondago support engineer will attempt to resolve the issue. If the issues cannot be resolved remotely, the incident may then be tested in Mondago’s test lab. Once the incident has been transferred to Mondago’s test lab the Party may be required to submit some additional information. In the event Mondago is unable to diagnose and where appropriate, resolve the issue, then Mondago agrees to escalate the problem resolution in accordance with Mondago’s escalation procedure. In all cases, Mondago will provide the Party a respective incident tracking number in all communications with the Party. In the event that Mondago assesses the nature of the error to be a non-Supplier issue or failure, Mondago will reply accordingly.
All requests to open a Service Request will be routed to all Mondago’s available engineers. All subsequent related electronic mail transactions to and from Mondago’s Support should be copied to or sent directly to email@example.com, and must include the Service Request ID somewhere in the subject header. This will avoid duplicate tickets being raised for the same incident.
For example: Re: Problem connecting to PBX – Service Request #100435
The Party will supply up to five contacts that can bring incidents to Mondago’s support team. These persons will be registered with support by name, phone number, and email address. Only incidents raised by these persons to the support email address are covered by this Service Level Agreement.
Details from any support request may be stored in the knowledge database. This will be de-personalized where practical.
4. Target Times
Mondago Support will prioritize and respond to new support tickets as detailed in the table below.
The Party will be allowed the discretion to set the initial priority of requests. In the event of abuse, Mondago reserves the right to revoke this provision.
|Priority||Criteria||Target Response Time|
|1 - Critical||An issue that renders a single site completely down and unusable||Within one working hour. When raising an incident of this priority the Party must provide remote site access or site-based contact details including telephone number|
|2 – Very High||An issue that causes a Productivity loss for more than five users at a given site||Within one working hour|
|3 – High||An issue that causes a Productivity loss for at least one user at a given site||Within four working hours|
|4 – Normal||An issue that does not cause a Productivity loss or a request for scheduled work||Within one business day|
*UK Operating Hours: 08:00 – 18:00 excluding UK public holidays
Target Response Time is defined as the time between receipt of the user request and the time that the Mondago Service Desk acknowledges receipt of the problem and provides the client with a unique ticket reference number.
Where relevant, Mondago will try to offer workarounds to reduce the impact of any problem. These are meant as a practical step to help mitigate any problem.
Some work items (especially those associated with critical situations) may need to be handled in a faster manner than given in the table above. When this becomes the case, the Party will notify Mondago of the critical situation and Mondago will make reasonable efforts to expedite resolution of the critical situation.
If Mondago determines that sufficient information has been provided by Party and the escalation is accepted, an action plan will be agreed between Mondago and the Party. Each action plan should include the following information:
- Problems statement, including early evaluation of possible resolution.
- Confirmation, when possible, that Mondago can reproduce the problem.
- Problem status.
- Actions required.
- Who needs to perform the actions (“Who” may refer to Mondago, Party, other vendors, etc. it does not necessarily require the identification of a specific engineer).
- Projected date for resolution and, if possible, confidence level of date being met.
Once a problem no longer requires escalation it will return to normal support.
7. Software Releases
The current software releases can be made available on either or both the public product web-site and the Party micro-site as applicable. Releases will be accompanied by release notes that will include known issues and fixes relating to the build and changes within the software release. It is the Party’s responsibility to store older software releases, if required, although the web-site will typically also include the previous supported version.
Beta and Pre-Release software will be available to the Party from the applicable micro-site’s. Please note, Beta and Pre-Release software may not be accompanied by relevant release notes and documentation. By definition, Beta and Pre-Release software will not be supported outside of a dedicated testing environment. Full support for Beta and Pre-Release software may not be available.
8. Software Versions Covered
Mondago will provide support primarily for the current release of software. Support for previous versions is given at Mondago’s absolute discretion. When a problem exists, it is not recommended to upgrade to a newer release unless:
- There is good reason to expect that the upgrade will address the issue
- A Mondago engineer recommends the upgrade
9. Requests to the Party
Mondago will inform the Party if they believe that an issue raised by the Party is not caused by a Software or configuration error. In this situation the Party will be asked how to proceed. The Party may request Mondago to proceed with problem fault finding or stop fault finding at this point. Should the former option be selected, the fault finding may be at the expense of the Party if the fault does not lie with Mondago software. In this scenario the Party will pay Mondago for the time taken to diagnose the issue at Mondago’s current consultancy rates and pay any reasonable expense costs incurred by Mondago. The Party is not liable to pay should the issue relate to a problem with Mondago software which is resolved by a Software configuration change, a Software change or a Software patch.
Mondago shall have no obligation to support:
- Product that is not stated as a supported version at Mondago’s product web site or other agreed method; as such Mondago may require that, for a given problem, the Party upgrades the Software at a site to a newer version.
- Product problems caused by Party or Party negligence, or misuse or misapplication, use of product rather than is specified in Mondago user guide or in any other causes beyond the control of Mondago.
- Product installing on any computer hardware that does not meet Mondago’s minimum hardware requirements.
Mondago’s total aggregate liability in contract, tort (including without limitation negligence or breach of statutory duty howsoever arising), misrepresentation (whether innocent or negligent), restitution or otherwise. Arising in connection with the performance or contemplated performance of this SLA shall in all circumstances be limited to the amount actually paid by the Party to Mondago. This being during the period of 12 months prior to such liability arising in respect of that part of the services set out in this SLA in relation to which such liability arises.
Critical situations may require the parties to use the telephone for immediate communications. The parties will follow up such communications via the electronic interface. Each party is responsible for its own costs of this communication.
In circumstances where materials have to be exchanged using facsimile, courier services, or other delivery services, each party is responsible for funding their own costs of these exchanges.
The definitions, apply to all of this Service Level Agreement:
Customer - The end user who directly or indirectly purchases the software from the Party.
Enhancements - All Software changes, including new releases, new versions, product improvements, system modifications, updates, upgrades, and field modifications.
Error - An error in the product, which degrades or affects the product to the detriment of the Party (or its Customer’s) usage, as compared to Mondago’s, published specifications.
Error correction - The use of reasonable commercial efforts to correct errors.
Fixed - The repair or replacement of object or executable code versions of product to remedy an error.
Help Desk Web Portal - A web site provided by the Party for Mondago to raise service requests.
Information - Any idea, data, program, technical, business, tangible or non-tangible information, however conveyed.
Party - organisation who placed purchase order on Mondago for Software Assurance.
Productivity - A primary reason the Software was deployed to reduce the time to undertake repetitive tasks and increase the daily productivity of the Customer’s workforce.
Second Line Support - technical and administrative support and troubleshooting of Supplier’s Software.
Software - As defined in the relevant Particulars.
Target Response Time - The amount of time between the initial contact of Party and the time that a Supplier engineer has to begin working on the problem.
Note: For clarification Target Response Time is not defined as the time between the receipt of contact and problem resolution.
Work around - A change in the procedures followed or data supplied by Mondago to avoid error without impairing use of the product to the detriment of the Party or its Customers.