MARINER 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.
PRIMARY SUPPORT CONTACTS
International – +61 29211 5488
Australia – 1300 66 33 58
SERVICE LEVEL TARGETS
|Severity||Request Type||Support Response (APAC)||Support Response
|Critical||Telephone||< 1 hour||< 2 hours||< 2 hours|
|High||Telephone/Email/Web||< 2 hours||< 4 hours||< 4 hours|
|Normal||Telephone/Email/Web||< 4 hours||< 8 hours||< 8 hours|
|Low||Email/Web||< 8 hours||< 16 hours||< 16 hours|
|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|
|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.|
|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|
|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.
|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|
|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.|
|Definition||Low impact to client services.|
|Resolution Commences (90%)||5 days|
|Frequency of Update||Monthly|
|Resolution Time / Escalation (90%)||Resolution as a normal call within 10 working days.|
Support & Maintenance Key Performance Indicators
|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 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)|