The table below sets out the acknowledgment timeframes, escalation timeframes, communication/updates in relation to each Support Request.
The Class help desk Call Window is 8:30am to 5:30pm, Monday to Thursday and 8:30am to 5:00pm Friday AEST excluding NSW public holidays. Class will respond to calls placed within the Call Window, or requiring service, according to the level of severity. Classifications of calls are determined by the Class Support Officer.
Critical (Severity 1)
Defined as the total inability to perform the normal operation of any significant business function where the result is that the majority of business group or groups cannot function properly and no workaround is available.
High (Severity 2)
Defined as a problem that severely restricts the use of Class software and is affecting a majority of system users and no workaround is available.
Medium (Severity 3)
Defined as a problem which allows Class software to be used, but not at full capacity and results in a restriction that is not critical to the overall operation of the business or the department.
Low (Severity 4)
Defined as a problem, which relates to minor Class software problems where alternatives can be used. A Severity 4 problem does not require an immediate fix.
Class will supply the Support Services in accordance with the target times in the table below but Licensee is responsible for providing sufficient information and data to allow Class to readily reproduce all reported problems:
1 business hour
2 hours or as agreed
4 business hours
4 business hours
4 hours or as agreed
8 business hours
2 business hours
12 business hours
8 business hours
Before the end of the
Problem is defined as: an error in the Software that significantly impairs the Software as compared to the Online User Guide.
Response is defined as: acknowledgement of phone calls and emails received within the Call Window.
Resolution is defined as: the fixing of or provision of an acceptable workaround for a problem with the Software OR a diagnosis of the cause where the problem is due to user actions, equipment failure, operating system issues or other issues outside of the scope of support services.
Escalation is defined as: bringing the problem to the attention of Class senior management in the following priority order: Help Desk Manager, Service Delivery Manager and Operations Manager.
The Licensee is responsible for:
- providing sufficient information and data to allow Class to readily reproduce all reported Issues; and
- making available such remote access facilities as Class requires in order to provide the Support Services (subject to Class complying with any reasonable security or access restrictions notified to it).
Class works on a more than 99% availability model excluding scheduled maintenance. Scheduled maintenance is notified in advance and carried out during non-peak periods.
Any Service Levels do not apply to any performance or availability issues:
- Due to factors outside our control (for example, natural disaster, war, acts of terrorism, riots, or government action);
- That result from your or third party services, hardware, or software;
- Caused by your use of a Service after we advised you to modify your use of a Service, if you did not modify your use as advised;
- During pre-release, beta and trial Services (as determined by us);
- That result from your unauthorised action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords or equipment;
- That result from your failure to adhere to any required configurations, use supported platforms, and follow any policies for acceptable use; or
- For licenses reserved, but not paid for, at the time of the Incident.