Definition of Service Levels
- Level 1 Support: means the End-User Support Level which means that the issue is diagnosed immediately at the first point of contact (ie. Chain-Sys Help Desk), making it possible to have immediate resolution or immediate isolation for others to solve them. Level 1 will typically include product information, product or feature queries and solution to incidents for which solution is stored in knowledge base.
- Level 2 Support: means a higher more complex level of support provided by Chain-Sys, which basically delivers knowledge to the end-user, aimed at resolving complex issues related to operational aspects of the product or service that cannot be resolved at end user support level. Any incident or issue not classified as level 1 will be treated as level 2. Chain-Sys will provide the first and second level support for these applications that will include solution to routine issues.
- Level 3 Support: means the consulting support given to Level 2 Support, where the Application and Hardware Vendor’s intervention will be required, and will be provided by the respective Application and Hardware vendors. Typical Level 3 Support activities are: bug-fixing, handling of enhancement requests and Customizations. Chain-Sys will retain issue management and escalation responsibilities for the issue until resolution
- Level 4 Support: will be provided typically for new application developments only.
CHAIN•SYS
Application Management Services
Priority Levels
- o High Priority – Definite impact on implementation target date. Problem or Issue should receive immediate attention, with all resources required to analyze and fix the problem or an Application modification is required to meet the critical business requirements, the system can not “go-live” without the Modification.
- o Medium Priority – Possible impact on implementation. The Problem or Issue is "high priority", but one where next available resource should resolve the problem. A modification is needed to meet business requirements, but a manual process or change can be used to meet the Client’s requirement in the short term after “go live.”
- o Low Priority – No impact on implementation. The Problem or Issue requires attention on an "as available" basis. A modification is needed to meet business requirements, however manual processes can be used to meet this requirement. (i.e. change request is for automation of a process which is currently manual.)
- o FYI Problem does not have any measurable impact on system functionality
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Application Management Services
Severity Levels
• Severity 1 / Critical Error –A critical high impact incident which would create major disruption to the Client’s business operation, for example the error or defect could cause the system to fail, could destroy needed data, or produces an incorrect result.
• Severity 2 / Non-critical Error – The incident results in a
misinterpretation of data or faulty user execution. The incident could result in loss of some business operation functionality and would require a workaround in Production. The Incident would be contained within the originating system but would also create accumulative errors. The incident must be corrected prior to implementation.
• Severity 3 / Recommended Future Enhancement
The incident indicates that a functional enhancement is recommended to improve operation or use of the system The incident would have a medium level impact to business operations however the impact can be managed and or can be worked around.
• Severity 4 / Script Preparation Error – A cosmetic only incident which would have no or minimal business or end user impact. The incident could have occurred due to an error that was traced to errors external to the application (i.e. a faulty or inaccurate script, or errors in the test data).
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Response and Resolution Time
| Service Category | Service Level Description | Measurement | KPI |
|---|---|---|---|
| Response Time | Response time for Priority I incidents | Percentage of Priority I incidents responded within 15 minutes | 90% |
| Response time for Priority II incidents | Percentage of Priority II incidents responded within 30 minutes during business hours | 90% | |
| Percentage of Priority II incidents responded within 30 minutes during non-business hours | 85% | ||
| Response time for Priority III incidents | Percentage of Priority III incidents responded within 60 minutes during business hours | 90% | |
| Percentage of Priority III incidents responded within 60 minutes during non-business hours | 85% | ||
| Response time for non-downtime incidents | Percentage of non-downtime incidents responded within 120 minutes during business hours | 90% | |
| Percentage of non-downtime incidents responded within 120 minutes during business hours | 85% | ||
| Resolution Time | Resolution time for Priority I incidents | Percentage of Priority I incidents resolved within 2 hours of logging the incident | 90% |
| Resolution time for Priority II incidents | Percentage of Priority II incidents resolved within 4 hours during business hours | 90% | |
| Percentage of Priority II incidents resolved within 4 hours during non-business hours | 85% | ||
| Resolution time for Priority III incidents | Percentage of Priority III incidents resolved within 8 hours during business hours | 90% | |
| Percentage of Priority III incidents resolved within 8 hours during non-business hours | 85% | ||
| Resolution time for Priority III & IV incidents | Percentage of Priority III & IV incidents resolved within 2 business days during business hours | 60% | |
| Resolution time for non-downtime incidents | Percentage of non-downtime incidents resolved within 3 business days | 80% | |
| Escalation | Priority I & II incidents | To be escalated to level 2 from level 1 support within this timeframe from the time of logging the call | 30 minutes |
CHAIN•SYS Application Management Services
| Service Category | Service Level Description | Measurement | KPI |
|---|---|---|---|
| To be escalated to level 3 from level 2 support within this timeframe from the time of logging the call | 2 Hours | ||
| Priority III & IV incidents | To be escalated to level 2 from level 1 support within this timeframe from the time of logging the call | 12 Hours | |
| To be escalated to level 3 from level 2 support within this timeframe from the time of logging the call | 48 Hours | ||
| Availability | Priority I incidents only | Maximum duration of a Priority I incident | 1 Hour |
| Maximum number of Priority I incidents per month | 2 | ||
| Service Requests | User set-up | Percentage of user account creation/deletion requests completed within 4 business hours | 90% |
| Percentage of password reset requests completed within 30 minutes within business hours | 90% | ||
| Peripheral configuration | Requests completed within one working day of receipt of request | 90% | |
| Customer Satisfaction | User satisfaction survey | Chain-Sys will survey yearly a representative sample (at least 30%) of the End Users to measure customer satisfaction. When measured on an annual basis each Contract Year during the Term, percentage of users equal or above 3 in 1-5 scale where 5 being highly satisfied and 1 being totally dissatisfied. | 80% |
| Software version | Software currency | Age relative to Bank approved version to be not less than N-1 | 90% |
| Escalation | Issue Management | Percent of Issues for which notification and escalation procedures are executed in accordance with the Procedures Manual. | 95% |
CHAIN•SYS
Knowledge Base
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Knowledge Base: We will store all the Training, Presentation, Documentation, White Papers and Configuration Guides are centrally maintained
Create issue: This is for clients to create their functional or technical issues which will be routed to the support team who will support all our clients.
News: All the important news will be published here. If you click on the news, you will get to see the detail information on the news.
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Events: All the events will be published here. If you click on the events, you will get to see the detail information on the event.
Contacts: Will extend the search into our contact db of all our employees. This is currently under construction.
Some of the Knowledge Base currently available:
- echain AR Presentation
- echain Finance Training
- echain Contact DB Training
- echain HRMS training
- Oracle Inventory, Purchasing and Order Management training
- Oracle AR, AP, FA, and GL training
- Oracle HR and Payroll training
- Oracle ASCP training
- Oracle DP Presentation
Lot more documentation and training material will be uploaded shortly.
CHAIN•SYS Application Management Services
