Incident and Service Request Management
In the Incident and Service Request Management service module SoftwareOne responds to Incidents and Service Requests raised by you.
SoftwareOne also programmatically raise Incidents through the delivery of:
Governance and Compliance
Infrastructure Monitoring
Patch Management
Backup Management
You can raise Incidents and Service Requests through SoftwareOne’s Cloud Management Portal (CMP) or by contacting the SoftwareOne support team directly by email or by phone.
To make sure that SoftwareOne’s Engineers can respond as quickly as possible to major incidents, you must raise P1 Incidents using the telephone only.
When you raise an Incident or a Service Request you must provide sufficient detail for SoftwareOne to be able to route it appropriately, including an assessment of the Impact–so that it can be correctly prioritised by the SoftwareOne Support Team. SoftwareOne will attempt to resolve Incidents internally first. However, where this is not possible, because the Incident relates to the underlying Cloud Platform the Incident will be escalated to Cloud Provider Support.
Service Requests are processed in accordance with SoftwareOne’s standard internal procedures. Throughout the Incident and Service Request Management process SoftwareOne will provide you with updates at an agreed frequency, including a notification of when the Incident or Service Request has been resolved.
SoftwareOne will close the Incident or Service Request record after receipt of confirmation of resolution by you, except when SoftwareOne is entitled to close tickets–where it has:
Reached out to you three (3) times for more information, or
To implement an action (during any phase of the Incident and Service Request Management process), or
For confirmation of closure and you have failed to respond, i.e. SoftwareOne applies the three (3) Strike rule of Incident and Service Request Management.
You can raise an unlimited number of Incidents and Service Requests. SoftwareOne will use its reasonable endeavors to respond to Incidents and Service Requests in accordance with the agreed Service Levels.
Incident and Service Request Management is limited to restoring or managing the restoration of Supported Cloud Services and/or the SoftwareOne Cloud Managed Service to normal operation, and resolving Service Requests.
Related Information
For more information, refer to Service Management in Cloud Managed Services.
Supported Cloud Services, refer to Supported Cloud Services
Service Levels, refer to Service Levels
SoftwareOne-led AWS Support scope, refer to SoftwareOne-led AWS Support