1. Support Levels
a) First Line Suport
First Line support is provided directly to the end-user by the identified champions within the organisation e.g Ndoh/PDoH. During training the first line support is trained on the use of the "SVS Troubleshooting Guide" made available by Mezzanine to provide First Level Support to frontline health workers and all applications users within their area of geographic responsibility. We will provide full training on how to manage this First Line Support function, which will include routine troubleshooting on device and data connectivity issues. First line support should hen be ableto resolve any queries with the aid of the generic Mezzanine application specific support section. If there is any doubt as to which support section to use, First line can contact Mezzanine list of product in question.
b) Second Line Support
Second Line support is provided by the designated support desk within Mezzanine. Should the end user not have been successful in resolving the query with the help of the information available on the SVS Troubleshooting Guide, they should contact second line support who will resolve the query with the aid of the Product Collateral Repository.
If the First Line Support function cannot resolve the problem, indicating that the matter is indeed caused by software and/or service availability as contemplated by the Service Level Agreement, we will provide support through our Second Line Support desk. We can support a local support centre in each of the target countries and this has been reflected in our flexible pricing option as provded below.
Second Line Support Desk Hours
Support will be provided in English
The call centre hours are as follow for each country of deployment (local time):
|Monday - Friday||08h00 - 17h00|
|Tel:||021 880 2222|
|Whatsapp:||071 689 4311|
c) Third Line Support
Third Line Support is provide by Mezzanine Support desk. Should the issue not have been resolved by either the first or second line support, it should be referred to the Mezzanine Support desk with as much information as possible.
2) Service Level Availability
Mezzanine will endeavour to ensure that the following standard is upheld for each instance of the platform that is deployed:
- 99% up-time guarantee*
- All transactions replicated to a secondary instance
- One secondary instance operating as a warm standby site
- Point-in-time recovery for all source code and application data
- All transactions constantly replicated to an off-site backup copy
- Full backups performed on a weekly basis
- Firewall protection for servers against threats from the internet
*Dependent on the Service Level Agreement that can be reasonably procured for each instance by an in-country provider where Vodafone is unable to provide this service through on of its subsidiaries or group network companies.
The secondary instance will be also be hosted in-country. The off-site backup will be hosted in South Africa. If an in-country, off-site backup facility is required, that will be priced as per client requirements.
3) Service Level Response Times
The technical specifications as detailed in this document will be delivered and supported through the service levels as stipulated below. This enables our Clients and authorised Staff to contact one consolidated point of support for all services related to the deployment.
|Priority||Customer impact||Resolution target|
|P1 Critical||A fault resulting in the majority of users unable to use the Service sufficiently. No workarounds available.||90% within 7 hours|
|P2 Major||A fault resulting in multiple users unable to use the Service sufficiently. Workarounds are available.||90% within 14 hours|
|P3 Minor||Customer reports repeated quality problems, intermittent faults or degraded service. Workarounds are available||90% within 5 seconds|
|P4 Not Urgent||Request for Information or request to update system feature of function. Business inpact negligible.||To be agreed between parties based on sprint allocation|
An escalations may be initiated when, after working through our standard support processes with our teams, you are not satisfied with the level or timeliness of service you have received. Additionally, an escalation can be initaited when there is definite impact to your production enviroment, or there is high risk to the business operations. Detailed escalation process and Service Level Agreement will be agreed as part of deployment planning.
5) Scheduled Maintenance
We will notify you of any planned service interruptions in advance. Scheduled downtime will be arranged during our standard maintenance window, which is after 21:00 CAT. Application availablity, development and maintenance will be quaranteed for the duration of the contract and we will address any non-critical requirements through regular updates to the application released through monthly development sprint cycles. The allaction of monthly sprint cycles for improvements to the application will be agreed during the contract negotiation.