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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
(60) days prior to the annual anniversary of the Service Contract Effective Date.

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.

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