Service Descriptions
1. Document Summary
The following sections in this document describe Holler Technology’s Service Description and Definition. It is intended to be used with the development of Holler Technology’s service delivery operation.
2. Terminology
The following terminology is used in this service definition document.
Event
An incident, Problem or Service Request
Ticket
A reported Event
Incident
An unplanned event which could be a system or CI (Configuration Item) failure, or a reduction in quality or service. An incident is a reported ticket causing an inherent failure of, or defect in, a hardware or software component of the System. An incident is considered resolved when the system\service is restored to normal operation regardless of whether a work-a-round was applied or root cause was or was not identified/addressed.
Service Request
Service Requests (SR’s) are categorised as follows:
Standard Request
- Request for Information or Advice (RFI)
- Minor Change – A pre-approved Change that is low risk, relatively common and follows a Procedure or Work Instruction.
Typically, any single Minor Request would consume up to one hour of engineering effort.
Change Request
Major Change – The addition, modification, or removal of anything that could have an effect on the System or Service. Examples include; system upgrade, remedial action to resolve a Problem requiring approval (executive, financial, technical etc.), requests for resource not covered within contract.
Major Requests are identified at point of ticket logging and are subject to Change Management.
Ticket Logging
The ability for a Holler Technology Customer to report an event, create a ticket, and to receive a ticket number for tracking the ticket progress and activities.
Response
A response is any positive action that impacts an expeditious resolution or fulfilment of the reported event (Ticket).
Supported Hours
Supported Hours are the hours in which the Holler Technology support services are delivered and within which response time is calculated, Based upon the status of the ticket.
Priority and Impact
A status assigned to the Ticket based on Priority and Customer Impact (Holler Technology use Priority Levels Low to High and Impact from None to High). The priority level associated to a ticket determines the service levels as defined both in the Service Levels section below and the customers support contract.
3. Incident Management
Holler Technology will carry out conventional remedial maintenance on the Customer’s System(s) as defined in support contract and within the agreed Response Times and Target Resolution Times as specified in the contract. Respectively these are the timescales within which Holler Technology guarantee to provide a remote response and/or an engineer on-site at the supported location.
Please note that these are response times and target resolution times only, although all reasonable care and effort will be made to resolve the customer’s logged event within these times. The timescales start from the point at which the customer logs the event with Holler Technology’s Helpdesk and receives a Ticket Reference Number.
Tickets may be resolved/fulfilled either remotely or at the customers supported location.
Upon receipt of an event from the customer, Holler Technology’s service shall comprise:
- Initial remote diagnostic for investigation, testing and diagnosis of the logged event.
- Remote or on-site actions taken to resolve or implement a solution to the event defined on the initial investigation of the logged event.
- The subsequent repairs, replacement of parts, restarts, software patching or reloads, and/or configuration corrections or workarounds to affect the restoration of the failed service or component, as all parties shall judge necessary to remedy the incident, and repair.
- If it is determined that the root cause of an incident is due to factors external to the supported system(s), SLA targets will not apply, and charges may incur.
Hardware Support:
On reporting a hardware issue, initial assessment of the probable cause will take place, using remote diagnosis where applicable. If unable to resolve remotely, Holler Technology will undertake alternative remedial action. This may involve dispatching a customer replaceable item by courier or sending an engineer. Replacement or repair of the faulty module or unit will take place, with the exception of headsets, software, manufacturer defined consumables and batteries. A fix refers to the repair or replacement of faulty hardware.
Holler Technology will endeavour to support hardware when it has become ‘end of support’ with the manufacturer. In such tickets where hardware fails and cannot be repaired, Holler Technology will only offer reasonable endeavours support. In a ticket where a replacement is required, spares replacement will be supported but SLA for the resolution of the incident will not be offered. Where Manufacturers list software and hardware as ‘end of support’ Holler Technology will only be able to provide support on a reasonable endeavour’s basis, and SLAs may not apply. Holler Technology will not be found wanting in its efforts in this regard.
Software Support:
On reporting a software issue, initial assessment of the probable cause will take place, using remote diagnostic tools where applicable. Where remote access does not succeed in resolving the problem an engineer may be dispatched to site in order to progress the call. Where manufacturer support is included in the overall service, an escalation to the manufacturer is invoked once it is established that the Holler Technology support team has exhausted its efforts to restore service, or when sufficient time has elapsed with respect to the service levels, as outlined in the support contract, pertinent to the incident.
Software upgrades for supported system software levels consist of patches to fix known bugs and usually consist of a dot release of the software. In instances where a patch or dot release is unable to resolve an incident, Holler Technology will refer the incident to the Manufacturer for further investigation, and if required may develop new PCN’s and software patches to resolve the incident.
Service is provided on a reactive basis when responding to reported incidents. This service is included as part of the standard maintenance service.
Software related incidents, where the system is running unsupported manufacturer software, Holler Technology will investigate the incident and ascertain if a software patch or PCN’s exist that will resolve the incident. Where software patches and PCN’s do exist, Holler Technology will implement the relevant fix as part of the standard maintenance agreement. Where software patches and PCN do not exist, Holler Technology will investigate alternative resolution plans and look to the manufacturer for advice. Where the recommendation for incident resolution is to upgrade to a supported software version, charges for planning and implementation will apply.
4. Service Request Management
Service Requests included in this SLA are listed in the Services Catalogue below. All Service Requests outside of standard or minor requests will be subject to Change Management and fulfilment scheduling will be by mutual agreement. Holler Technology reserve the right to promote a Standard Request to a Change Request if:
It is considered that fulfilment of the request would pose a risk to the supported system(s) or
the effort required to fulfil the request exceeds one hour, or the request cannot be fulfilled within the contracted support hours.
5. Event logging
All service events must be logged through the Holler Technology Service Desk by telephone or email.
The minimum information, which is required by a Holler Technology agent in order to log a ticket, is as follows:
- Site location.
- Contact.
- Contact telephone number.
- Fault description.
- Extension number(s) affected.
- DDI / Company number affected.
When the Holler Technology technician gathers all of the required information pertaining to the event the details will be entered onto the Holler Technology Service Desk system and a unique reference (a ticket number) is generated and passed to the Customer. This Ticket number should be quoted in all communication around this event. Once the event is logged it will be issued to the appropriate resource team for diagnosis and remedy or fulfilment. The engineer issued with the ticket will keep the Customer updated at all times as to the status of the ticket.
6. Contracted Hours
The supported hours are:
Monday to Friday 08:30 – 17:30
7. Priority Levels
The priority levels of the events are summarised below. The priority assigned to a call is determined at call logging stage by agreement between parties.
| Priority | Impact | Description | Response Target | Target Resolution* |
| High | Severe impact on business operations, multiple users, or critical services. | At least 50% of the service or a key component of the solution is down or causing issues with a severe impact to business operations. | Within 30 minutes | Within 4 hours |
| Medium | Moderate impact on a team, department, or important business process. | Systems are operational, but part of the service or a component of the solution is causing issues with a high to moderate impact to business operations. | Within 2 hours | Within 8 hours |
| Low | Limited impact on one user or non-critical service, with minimal disruption. | Systems are operational but there is a minor issue with service or a component of the solution with minor impact to business operations. | Within 4 hours | Within 2 days |
* Target Resolution: The timeframe by which the issue is resolved, or a suitable temporary workaround is provided to restore service or reduce business impact while a permanent fix is progressed.
8. Escalation Management
The purpose of the escalation process is to ensure that the reported incident or event is resolved as soon as possible. All parties involved in the support cycle should be familiar with the escalation process. When a ticket is escalated within the Holler Technology or Customer organisation, communication will be initiated at the escalated level until a workaround or agreement is reached to allow resolution or continued troubleshooting to accepted timelines.
The table below details the escalation points of contact for Holler Technology, as part of the service definition document created the customer’s escalation process will be added so that it is clear for Holler Technology personnel on:
| Escalation Level | Commercial | Service | |
| Level 1 | Account Director | Service Desk Manager | |
| Level 2 | Chief Executive Officer | Chief Operating Officer | Chief Technology Officer |
