Service Management
SoftwareOne Service Management provides access to a named Service Delivery Manager to address any issues or concerns you may have with the service.
SoftwareOne applies Service Management as detailed in the table below.
Activity | Frequency | Description |
Escalation Management | As Required | Respond to issues or concerns the Customer has with the service. Escalations can be made by emailing escalation@softwareone.com or contacting the standard SoftwareOne support phone numbers. |
Annual Appraisal | Annually | Conduct a Service appraisal to analyse if the Service Tier Customer’s Cloud Accounts are allocated to is still appropriate. Appraisals shall be conducted sixty |
Operational Meeting | Monthly | Review Incident and Service Request reports and Service Levels. Duration: 30-45 minute meeting. |
Service Review | Quarterly | Review overall Service performance and quality, and analyse core Service module reporting and metrics to identify possible areas for improvement. Duration: 1 hour meeting. |
Availability of Support Services
The SoftwareOne Cloud Managed Services support teams are available 24 x 7 x 365 to respond to Incidents and Service Requests. Designated Service Delivery Managers are available during normal working hours in their host locations. SoftwareOne uses commercially reasonable efforts to ensure Service Delivery Managers are located in similar or identical time zones to that of the Customer.
Language
All SoftwareOne Services are delivered in English. SoftwareOne provides additional language support in German, Portuguese and Spanish in certain time zones using commercially reasonable efforts.
Incidents and Service Requests
To meet the service levels defined for your service, we use service level definitions to priorities the handling of Incidents and Service Requests. We strive to meet our response time objectives using commercially reasonable efforts given the Priority Level defined, where:
You define the Impact and
We define the Urgency.
The priority level of Incidents and Service Requests is determined by their Impact and Urgency, as set out in the following tables:
Incidents Impact Definitions
Impact | Description | Detailed description |
Critical | Business critical system is down | An application or infrastructure service that is essential to the operations of the business (e.g. supports key business functions such as email, finance or Customer service) is unavailable. |
High | Production system down | An application or infrastructure service that provides a service to the business but is not essential to the daily operations or core functions of the business (e.g. training systems, project management tools and internal content management systems) is unavailable. |
Medium | Production system impaired | A business critical or production system is available but not functioning optimally. It may be experiencing downtime or other problems that limit its ability to provide service to its users. |
Low | System impaired | A non-production system (e.g. a test environment, a training environment or a research application) is available but not functioning optimally. It may be experiencing downtime or other problems that limit its ability to provide service to its users. |
Incident Urgency Definitions
Urgency | Description | Detailed Description |
Critical | No viable workaround and effected work is time sensitive | An issue is affecting work that is time sensitive and critical to the operations of the business (e.g. processing urgent financial transactions, processing Customer orders) and there is no viable work-around and/or the user is a VIP user. |
High | Workaround available and effected work is time sensitive | An issue is affecting work that is time sensitive and critical to the operations of the business (e.g. processing urgent financial transactions, processing Customer orders) but there is a viable work-around (e.g. a backup system or alternate manual process). |
Medium | No viable workaround and effected work is not time sensitive | An issue is affecting work that is not time sensitive (e.g. data entry, research, test and development) and there is no viable work-around. This type of work does not have an immediate deadline and can be completed within a flexible timeframe. |
Incident Impact Definitions
Impact | Description | Detailed Description |
|---|---|---|
Critical | Business critical system is down | An infrastructure service that is essential to the operations of the business (e.g. supports key business functions such as email, finance or Customer service) is unavailable. |
High | Production system down | An infrastructure service that provides a service to the business but is not essential to the daily operations or core functions of the business (e.g. training systems, project management tools and internal content management systems) is unavailable. |
Medium | Production system impaired | A business critical or production system is available but not functioning optimally. It may be experiencing downtime or other problems that limit its ability to provide service to its users. |
Low | System impaired | A non-production system (e.g. a test environment, a training environment or a research application) is available but not functioning optimally. It may be experiencing downtime or other problems that limit its ability to provide service to its users |
Incident Urgency Definitions
Urgency | Description | Detailed Description |
|---|---|---|
Critical | No viable workaround and effected work is time sensitive | An issue is affecting work that is time sensitive and critical to the operations of the business (e.g. processing urgent financial transactions, processing Customer orders) and there is no viable work-around and/or the user is a VIP user. |
High | Workaround available and effected work is time sensitive | An issue is affecting work that is time sensitive and critical to the operations of the business (e.g. processing urgent financial transactions, processing Customer orders) but there is a viable work-around (e.g. a backup system or alternate manual process). |
Medium | No viable workaround and effected work is not time sensitive | An issue is affecting work that is not time sensitive (e.g. data entry, research, test and development) and there is no viable work-around. This type of work does not have an immediate deadline and can be completed within a flexible timeframe. |
Low | Workaround available and effected work is not time sensitive | An issue is affecting work that is not time sensitive (e.g. data entry, research, test and development) and there is a viable work-around (e.g. a backup system or alternate manual process). This type of work does not have an immediate deadline and can be completed within a flexible timeframe. |
Incident Priorities
Incident priorities will be derived using the following matrix where the Customer specifies the Impact and SoftwareOne specifies the Urgency.
Priority | Impact | ||||
|---|---|---|---|---|---|
Urgency | Critical | High | Medium | Low | |
Critical | P1 | P2 | P2 | P3 | |
High | P2 | P2 | P3 | P3 | |
Medium | P2 | P3 | P3 | P4 | |
Low | P3 | P3 | P4 | P4 | |
Incident Service Levels
The times listed in the table below are objectives for initial response to Customer and do not indicate the time required to resolve the Incident.
Priority Level | Description | Response SLA (elapsed minutes/hours) |
|---|---|---|
P1 | Critical | 15 mins |
P2 | High | 1 hour |
P3 | Medium | 4 hours |
P4 | Low | 12 hours |
Service Request Impact Definitions
Impact | Detailed Description |
|---|---|
High | If not executed there will be a significant impact on the business (e.g. restoring critical information from backup). |
Medium | If not executed there will be a moderate impact on the business (e.g. changing a patch wave). |
Low | If not executed there will be no material impact on the business (e.g. a simple request for information, provisioning new infrastructure or services or querying an invoice). |
Service Request Urgency Definitions
Urgency | Detailed Description |
|---|---|
High | The request is critical and requires immediate attention. Failure to address the request promptly may result in significant disruption to business operations or impact business-critical systems and/or the user is a VIP user. |
Medium | The request is important but does not require immediate attention. Failure to address the request within a reasonable timeframe may result in some level of disruption to business operations or impact non-business-critical systems. |
Low | The request is non-critical and can be addressed within a flexible timeframe. Failure to address the request promptly may result in some inconvenience or delay, but it does not impact business operations or critical systems. |
Service Request Priorities
Service Request priorities will be derived using the following matrix where the Customer specifies the Impact and SoftwareOne specifies the Urgency.
Priority | Impact | |||
|---|---|---|---|---|
Urgency | High | Medium | Low | |
High | S1 | S2 | S2 | |
Medium | S2 | S2 | S3 | |
Low | S2 | S3 | S3 | |
Service Request Service Levels
The times listed in the table below are objectives for initial response to Customer and do not indicate the time required to implement a Service Request
Priority Level | Description | Response SLA (elapsed minutes/hours) |
|---|---|---|
S1 | High | 8 hours |
S2 | Medium | 24 hours |
S3 | Low | 48 hours |
Related information
For more information refer to Service Management in Cloud Managed Services.