Page 8 - Service Level Agreement (SLA)
P. 8

6.3. Service Provided



                        Services                  Time Scale Response              Time Scale     Availability


                   Support Desk       1.  Operational System Failure                  30min      09:00 - 17:00
                                      2.  Online Faults                                            Mon - Fri
                                      3.  Third Party System Failure
                                      1.  EPOS
                   Hardware                                                          Pending       Mon - Fri
                                      2.  Screens
                                      3.  Digital Signage                          Requirements     Support
                                      4.  Localised Printers
                                      5.  Cash Drawers                                           09:00 - 17:00
                                      6.  CCTV Systems
                                      7.  Audio Systems
                   Infrastructure     1.  All back-end IT services                 1hr Response    Mon - Fri
                                      2.  Networks
                                      3.  Port Switches                              Pending        Support
                                      4.  Servers                                  Requirements
                                      5.  Backups                                                09:00 - 17:00
                                      6.  Data Integrity
                                      1.  IP Services
                   Telephony                                                       1hr Response    Mon - Fri
                                      2.  What’s App for Business
                                      3.  Network Infrastructure Failure             Pending        Support
                                      4.  Handsets                                 Requirements
                                      5.  Phones                                                 09:00 - 17:00

                                      1.  Life-cycle implementation
                   E-Mail                                                          1hr Response    Mon - Fri
                                      2.  Email Server Management
                                                                                                    Support
                                                                                                 09:00 - 17:00


                                      1.  Where menu updates are not
                   IMS Menu Updates       carried out by the customer a            24hr Response   Mon - Fri
                                          written request is required via            Pending
                                          the support desk through email                            Support
                                          verification.                            Requirements
                                      2.  New Menu Input                                         09:00 - 17:00
                                      3.  New menus must be provided in
                                          text or delimited formats
                                      4.  In some instances, PDF format
                                          will be accepted. However, if that
                                          PDF is print format a conversion
                                          fee will apply of £25.00
                                      5.  Menu Item Addition
                                      6.  All menu item needs to be in text
                                          format and emailed to the
                                          support desk
                                      7.  All items were applicable require
                                          name/price/description
                                      8.  Menu Item Price Changes


                                                            8/19

                                             1 Hutton Street, Standish, Wigan WN1 2XD
                                                     Company Number 08233588
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