Service Commitments

Service Commitments

Customer Science Group works to respond to and restore incidents within the timeframes set out in the table below. These times are not guaranteed and there are situations (see examples in Appendix 1) where longer timeframes are reasonably required. In these rare circumstances we will review with you to finalise actions, communications and timelines.

Other requests such as enhancements or feedback can also be logged via support and will be added to the pipeline for consideration, selection and including in scheduled future releases. 

Customer Science Group operates the following business hours:

Standard Support Hours: 

  • From 9 am – 5 pm, Monday to Friday AEST/AEDT
     portal, email and phone support are available, excluding;
    1. Public holidays as per NSW and VIC Government
    2. Customer Science Group closure windows

After-hours Support: 

  • For Urgent incidents the phone number line remains operational 7am – 9pm. Support is charged on Ad hoc requirements at Customer Science Group standard professional services rates.
  • For non-Urgent enquiries an incident can be logged by our self service portal for initiation of support during Standard Support Hours.

     

Customer Science Group closure windows 

  • We aim to provide operational support to our customers to ensure we can offer continuity of service in line with our service commitments. This will minimise performance risks during our closure periods and allow our team to take time off without disruption. 
  • With this in mind, we aim to provide support for our customers whilst minimising impact on annual leave during our Company closure dates. 

Incident Priority Type Definitions and Service Commitments*

Priority

Priority Level

Definition

Response Commitment

Resolve Commitment

Low 

Priority 4

Inconvenient and single user affected 

1 day

30 days

Medium

Priority 3

An incident impacting a VIP or a small group of users.

8 hours

5 days

High

Priority 2

An IT service is unavailable or degraded, impacting a large group of users.

4 hours

1 day

Urgent

Priority 1

A core business IT service is unavailable, causing a direct financial, brand, or security impact on the organisation.

2 hours

8 hours

Following the ITIL standard methods.

Appendix 1: Examples where delays have been experienced:

  • Significant delays occur to accessing systems or receiving further information from the customer or a third party.
  • Third-party dependency e.g. a supplying vendor is required to be engaged to assist with the investigation or take action to restore.
  • Where the customer does not allow independent remote access
  • In the case where we must pass the ticket through to a Vendor or Supplier of Software or services, we will be bound by their SLAs and business processes, which may also create delays in our ability to service your incidents.

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