1. Response Times
- Critical Issues: Responded within 1-2 hours.
- Major Issues: Responded within 4 hours.
- Minor Queries: Responded to within 24 hours.
2. Resolution Times
- Critical Issues: Aim to resolve within 24 hours.
- Major Issues: Aim to resolve within 3 working days.
- Minor Queries: Aim to resolve within 5 working days.
Note: Resolution times may vary based on the complexity of the issue.
3. Support Channels
- Available Channels: Email, Phone, Live Chat.
- Operational Hours: 9 AM to 5 PM AEST, Monday to Friday.
- After-Hours Support: Available upon request and subject to additional terms.
4. Escalation Procedures
- Initial Response Team: First level of support for diagnosing issues.
- Escalation to Specialist: If unresolved within initial time frame, escalated to a specialist team.
- Senior Management Involvement: For critical issues unresolved in agreed time.
5. Performance Metrics
- Resolution Rate: Percentage of issues resolved within SLA.
- Customer Satisfaction: Measured through feedback after issue resolution.
- Average Response Time: Monitored and reported monthly.
6. Regular SLA Reviews
- SLA reviews every 6 months to ensure effectiveness and relevance.
- Both parties can request an earlier review if significant changes occur in service requirements or capacities.
Issue Classification Definitions
- Critical Issue: Halts CRM usage, causes significant disruptions, or poses a serious risk to business operations. Immediate attention and rapid resolution are required.
- Major Issue: Affects CRM functionality without stopping operations, causes considerable inconvenience, and needs swift resolution to prevent escalation.
- Minor Queries: Smaller, less urgent problems or general questions that do not affect overall performance and can be resolved through standard procedures.