Definitions

Calculation

All calculations are based on a shared service desk solution. Individual customers of the shared service desk solution are provided with individualised results as part of Mobile Mentor’s regular health reports.

Tickets 

A single request / incident, noting a request can have multiple interactions.

Incident

An Incident is a ticket from a single requester pertaining to a single user or device that could be a request for support, task or question.

Problem

A Problem is a collection of related Incidents where a system failure, error or outage has been identified and is logged with provider responsible for that service or technology.

Acknowledged

Ticket opened, customer contacted, and issue is being investigated / request processing started

Solved

All actions required by Mobile Mentor have been completed.

Requester

The individual user who is requesting support, change or action

Customer

The organisation/organization that is subscribing to the Mobile Mentor provided service 

Business Hours by Country

Australia

• 8.00am to 5.00pm
• Australian Eastern Standard time (AEST) / Australian Eastern Daylight Time (AEDT)
• Monday to Friday, excluding public holidays

New Zealand

• 8.00am to 5.00pm
• New Zealand Standard Time (NZST) / New Zealand Daylight Time (NZDT)
• Monday to Friday, excluding public holidays

United States

• 8.00am to 5.00pm
• Central Standard Time (CST) / Central Daylight Time (CDT)
• Monday to Friday, excluding public holidays

On call 24 / 7

All hours outside business hours

Overriding Limitations / Exceptions

• Service Level Agreements are suspended when;
  • Employee Support - A problem is identified 
    • The SLA / Priority to resolve the problem and the associated incidents are defined by service level agreements in place between the problem owner and customer. The problem owner could be Mobile Mentor or another service provider, depending on the nature of the problem and service being delivered.
  • Endpoint Security - A problem is identified and the problem owner is identified as another service provider
• Non-standard requests, if we agree to process your request:
  • We will endeavour to perform the request in a suitable timeframe relative to the nature of the request, no service levels apply; and
  • You agree to pay applicable fees for our work, which will be provided prior to commencement of the request.
• Bulk requests, if we agree to process your request:
  • We will endeavour to perform the request in a suitable timeframe relative to the nature of the request, no service levels apply; and
  • You agree to pay applicable fees for our work, which will be provided prior to commencement of the request.
• Incident rates for the shared service desk solution are based on industry averages
  • Where there is a pattern exceeding this or unpredictable volume of support required:
    • We will work with you on solutions to improve the stability of your services (at the agreed professional service rates); or
    • If we agree to provide service, provide updated pricing to reflect the work required which must be accepted for services to continue; or
    • Terminate service/s 

• Service Levels for the solution do not apply to any unavailability, suspension, termination or performance issues:

  • Caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the solution provided;

  • That result from any unauthorised actions or inactions of you or any third party including unauthorised vulnerability scans and penetration tests;

  • That result from any third party services provided as optional services that you may have chosen;

  • That result from your equipment, software or other technology and/or third-party equipment, software or other technology (other than third party equipment within our direct control or that result from failures of individual instances not attributable to Service Unavailability); or

  • Arising from termination of your right to use any subscribed platform or service as per the standard licencing agreement as provided by the relevant supplier.

  • You are unable to provide adequate resources to support troubleshooting and resolution activities

Published: 30/Jun/2021