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This Service Level Agreement describes Techbench's™ commitment to the following service provision:
A) Technical Support for Network Infrastructure
B) Technical Support for Computer Hardware and Software
C) Supply or Replacement of required IT Components
Hours of Coverage
The standard procedures in this Agreement are provided from 8:00 A.M. to 5:00 P.M. Monday through Friday. Businesses may request support for urgent issues during non-business hours.
Incident Management Service Goals
The Techbench™ subject matter expert or other knowledgeable staff member will respond by telephone to the incident report (submitted through Remedy or an e-mail message) within:
* Two hours (during coverage hours) for issues classified as urgent.
* Four hours (during coverage hours) for issues classified as normal priority.
* Eight hours (during coverage hours) for issues classified as low priority.
Priority Response Time Escalates Every
Low 8 hours 2 hours
Medium 4 hours 1 hour
High 2 hours 30 minutes
Response times listed are during business hours.
A resolution may not be available at the time Techbench™ contacts the business in which case, Techbench™ will attempt to estimate the "time to resolution."
The business and appropriately qualified Techbench™ member of staff will mutually determine an issue's priority classification.
Supported Services and Charges
Services Provided:
* Technical Support for PC Computers, Servers and other Hardware (for example, printers) covered in this Agreement
* Technical Support for Software and Administrative Applications.
* Technical Support for Network Devices and Cabling
* Supply or replacement of any IT Components including: Servers, Workstations, Network Devices, Software and Applications, Security and Presentation Systems and any other IT Components required.
* System and Software Installation
* System and Network Upgrades
* Multi Location and Internal Network Connectivity
* Recommendations for new Hardware/Software Purchases
Techbench™ agrees to provide Remote Support to address and resolve issues where possible. All parties agree to direct issues to Techbench™, and to escalate issues as needed in order to provide the user with a timely response.
Charges
Standard Current Rates apply to all commenced work.
PARTY RESPONSIBILITIES
Client's Responsibilities
The client agrees to:
* Follow appropriate procedures
* Consult Techbench™ for System Upgrades and New Software Installation
* Purchase PC and related hardware and software according to Techbench™ recommendations
* Determine appropriate Remedy issue priority (low, medium, high or urgent) in co-operation with Techbench™
* Request and Schedule special services (for example, installation of new equipment, after-hours support) well in advance
* Pay all charges associated with services rendered
* Not install computer hardware and software without consultation and Techbench™ recommendation
* Be aware of and adhere to, the Computing and Networking Acceptable Use Policy.
* Be willing and available to provide critical information to Techbench™ for resolving issues as required
Techbench™ Responsibilities
General Responsibilities:
* Create and update appropriate system documentation for the business
* Meet response times associated with the priority assigned to business issues
* Maintain appropriately trained staff
* Keep job History of all business support work and upgrades
Maintenance Responsibilities:
* Schedule maintenance of Server and Computer Systems every 6 months
* Schedule maintenance of Network Devices every 6 months
* Repair any failing or address issues founded during maintenance process
If you have any further questions, please contact caloundra@techbench.com.au
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15 Bingera Terrace
Caloundra 4551
Queensland, Australia
Telephone: 1 300 008 324
FAX: +61 (07) 5492 5699
E-mail: caloundra@techbench.com.au
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We are always on the lookout for new staff to help improve our level of service and range of skills.
If you are interested in working for Techbench™, simply send us an e-mail or give us a call and we will get back to you as soon as we can.
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