buy fincar oral MARINER SUPPORT OVERVIEW

earn money online fast and free SUPPORT OVERVIEW

This outlines the service level targets that our support function seeks to meet in the delivery of support services to our global client base.

The primary method of requesting support is via the support portal. Once a support case has been established the Mariner Support Team will respond according to the Severity of the issue. Most support cases should be able to be handled via email but in the case of critical issues phone and online conference contact will be made after registration of the support case.

anna mamma autopzioni binarie PRIMARY SUPPORT CONTACTS

Click to go to the Support Portal login

Email: support@mariner.technology

Telephone:

International – +61 29211 5488

Australia – 1300 66 33 58

trading in opzioni e certificates SERVICE LEVEL TARGETS

Response Targets

manila darlings dating site Severity binäre optionen broker range Request Type nordaject labs Support Response (APAC) Should i trade options or forex malaysia Support Response

piattaforme per trading opzioni (EMEA)

orso locatelli trading Support Response

cose e cuesta sito e vero 24option com (Americas)

trading 212 contro iq option Critical Telephone < 1 hour < 2 hours < 2 hours
binäre optionen alternative High Telephone/Email/Web < 2 hours < 4 hours < 4 hours
http://www.soleg.de/?optionende=widerruf-bin%C3%A4re-optionen&c8b=3c widerruf binäre optionen Normal Telephone/Email/Web < 4 hours < 8 hours < 8 hours
www xforex com demo Low Email/Web < 8 hours < 16 hours < 16 hours

daftar forex dapat modal gratis 2013 Critical Issue

Tastylia (Tadalafil) Purchase 20 MG Definition Complete Outage of business unit’s primary business function, e.g. application crash, complete network failure, widespread data corruption leading to failure of input/retrieval of client’s operational records. Precedence will be given to critical service request that directly impact the provision of customer service.
Resolution Commences (90%) 4 Hours
Escalation
  • Immediate assignment to appropriate ISG support personnel
  • Immediate auto- notification to Support Centre Manager
  • Auto-notify ISG & Customer Acct Manager after 60 minutes
Frequency of Update Daily (or as otherwise agreed)
Resolution Time / Escalation (90%) Provide workaround as highest priority and within 8 business hours. If a workaround is not available advise a resolution estimate within 8 business hours.

High

Definition High impact to client services e.g. department outage, significant time issues in delivery of critical data, site-specific issues.

 

Resolution Commences (90%) Next day
Escalation
  • Assignment to appropriate ISG support personnel within four hours
  • Auto-notify escalation point within 1 day
  • Auto-notify ISG and Customer Acct Manager after 4 hours
Frequency of Update Weekly (or as otherwise agreed)
Resolution Time / Escalation (90%) Provide workaround as highest priority and within 2 business days.

If a workaround is not available advise a resolution estimate within 8 business hours.

Normal

Definition Medium impact to client services, impact affecting 1 or more users causing workflow issues, back-office functionality, causing an impact to the client’s day-to-day operations.
Resolution Commences (90%) 2 days
Escalation
  • Assignment to ISG personnel within four hours
  • Auto-escalate if not resolved by end of next day
  • Auto-notify ISG and Customer Acct Manager after 12 business hours
Frequency of Update Fortnightly (or as otherwise agreed)
Resolution Time / Escalation (90%) Provide workaround as highest priority and within 5 business days. If a workaround is not available advise a resolution estimate within 2 business days.

Low

Definition Low impact to client services.
Resolution Commences (90%) 5 days
Escalation
  • Assignment to on-site Provider personnel by next working day
  • Auto-escalate if not resolved within 5 business days
  • Weekly status report to Provider Acct Manager
Frequency of Update Monthly
Resolution Time / Escalation (90%) Resolution as a normal call within 10 working days.

 

 

Support & Maintenance Key Performance Indicators

Call requests

Resolution Time 90% number of calls resolved within the committed time ÷ number of calls logged (measured monthly, by severity)
Incident Update 90% number of call backs to the client ÷ number of call backs committed (monthly)

Application

Application Availability 99% Applications available hours – scheduled outages
Application Response Time 95% Time taken to return a response from the specified  screens of Mariner – 5 seconds max
Client Satisfaction Satisfied Satisfied to Very Satisfied from Customer Survey (6 month average)