Appendix A
Global V-Desk
Service Level
Agreements
(SLA)
Contents
Confidentiality Statement and Copyright Notice .................................3
1. Incident and Escalation Processes ................................................4
1.1. ................................................................................................... Escalation Process
5
1.2. Incident Resolution .................................................................5
1.2.1. Technical .........................................................................5
1.2.2. Management ....................................................................6
2. Support Responsibilities .................................................................7
2.1. First Line: .................................................................................7
2.2. Second Line: ............................................................................7
2.3. Third Line: ................................................................................8
3. Response Times and Service Level Objectives ...........................10
4. Mason IT Limited V-Desk customer Service Levels ....................11
5. Mason IT Limited V-Desk Escalation Process .............................12
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Confidentiality statement and copyright
notice
This document is published as “Commercial in Confidence” for the
sole use of the intended Recipient as detailed, except in the event
disclosure is required by law.
Copyright subsists in all Mason IT Limited Group Holdings Limited
publications.
No extract may be reproduced, stored in a retrieval system or
transmitted in any form or by any means - electronic, photocopying,
recording or otherwise – to any third parties, without prior
permission in writing from Mason IT Limited Group Holdings
Limited.
Version control
Date
26/04/2012
01/08/2012
11/10/2012
Version
1.0
1.1
1.2
05/11/2012 1.3
06/11/2012 1.4
Changes
Release
Change to call pick-up time
New corporate template
Amended document title, added EMEA
contact
Changes to formatting
Authorised
M. Grant
M. Grant
V. Chau
V. Chau
T. Kefford
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1.
Incident and escalation
processes
This section details the processes used within MASON IT LIMITED
to manage incidents.
Mason IT Limited will assign a severity level to every call / incident
to the V-Desk. Assigned severity may change as the case is
updated. Mason IT Limited V-Desk operatives will work with the
customer to accurately identify the case, assign it and work it
through to resolution.
The table below provides definitions of the 5 severity levels used:
Severity
Description
Level
Severity 1
Multiple endpoints/sites affected
Multiple conferences cannot be launched
Conferences dropped and/or video quality is such
that it impedes acceptable video conferencing
Video Infrastructure failure
Network failure due to carrier or application
provider (referred to network provider)
Severity 2
Single site affected
Single conference cannot be launched
Single conference dropped and/or video quality is
such that it impedes acceptable video
conferencing
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Severity
Description
Level
Severity 3
Moderate to low business affecting
Customer is experiencing minor quality issues
with end point, hardware and/or video quality
Severity 4
Customer requests “How To” or information on
video conferencing services.
Tickets downgraded from Sev 2/3 (with
customer’s permission)
Severity 5
Customer Service Request
Request may result in additional billable services
1.1.Escalation process
Unresolved issues follow the Mason IT Limited escalation process
as defined in the ‘V-Desk Escalation Process’ (process graphic page
6) document. Within the V-Desk, operatives work through all
incidents as set out below.
1.2.Incident resolution
1.2.1. Technical
1.
V-Desk 1st Line
2.
V-Desk 2nd Line
3.
V-Desk 3rd Line – Also includes Final Escalation to Resolution
(FER)
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1.2.2. Management
1.
Ops manager and Account Manager
2.
Ops Director
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2.
Support responsibilities
2.1.First line:

Customer’s first point of contact for questions, support via
phone or email

Schedule/manage video conferencing service requests

Endpoint monitoring

Daily kit testing and management

Execute managed video and multimedia conferences

Provide level 1 triaging: technical support- Diagnose,
monitor, escalate, and report issues

Continue to update customer while troubleshooting and
working the solution

Understand technical service to effectively assist customers
in resolution of reported and real time issues

Open / escalate/ close cases in ticketing system for all
reported / observed customer video and or video network
issues

Usage and Adoption reporting
2.2.Second line:

End Point Activations & Certifications

Ticket Management and Escalations

Video Infrastructure monitoring

Advanced troubleshooting creating and recording syslogs for
further investigation

Incident Status Reporting

Support 1st line operatives

Good knowledge of IP, TCPIP, H.323, H.264, SIP, ISDN etc…
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2.3.Third line:

Designs, configures, deploys and supports Video
infrastructure in global Points of Presence
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
Advanced troubleshooting and fault isolation including
reading of syslogs and packet capture files

3rd level support of the production Video infrastructure

Video network design and best practice consulting

Advanced knowledge of IP, TCPIP, H.323, H.264, SIP, ISDN
etc…
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3.
Response times and service
level objectives
Severity Acknowledgement
Level
Severity
1
Severity
2
Severity
3
Severity
4
(web/email)
Initial
Response
(web/email)
Response Type of
Updates
Response
Update
15 mins
15 mins
1 hour
ticket & call
customer
Update
15 mins
30 mins
8 hours
ticket & call
customer
15 mins
8 hours
48 hours
15 mins
24 hours
72 hours
Update
ticket
Update
ticket
Update
Severity
5
15 mins
1-2 hours
Customer Ticket /
Request
Send Email
Confirmation
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4.
Mason IT Limited V-Desk
customer service levels
Measure
SLA
8x5 GMT
Helpdesk availability
8x5 HKT
Telephone answer time (average)
<1 minute*
Acknowledgement of web/email
15 mins
Logging of issues raised
100%
Technical escalation to certified
personnel
Reservations <24 hours
<15 mins
Best Efforts
* Target for telephone answer is less than 3 rings, commitment is
within 1 minute
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5.
Mason IT Limited V-Desk escalation process
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Customer fault
requires Escalation
Customer
escalation resolved
Escalation worked
to completion and
resolved. CRM
updated, HP and
customer.
Current CRM ticket
holder Escalates to
3rd line support and
Ops Manager
CRM ticket
Escalation updated
– visible to all VDesk Ops
3rd line support
takes escalation.
Escalation
assessment
completed. Ops
Manager & CRM
updated
HP updated and
advised of
escalation
assessment
Report generated
for escalation,
added to CRM,
supplied to Ops
Manager, HP and
customer
HP updated and
advised of
escalation
assessment
3rd line assessment
requires further
resource assignment,
escalated to Level 2
Customer and HP
advised of
Escalation
Escalation may require,
an onsite visit, multiple
resources, global support
from partner, TAC ticket
raised to vendor etc...
Final Escalation
to Resolution
(FER)
Level Two
Escalation
Level One Escalation
Customer
UCi2i V-Desk Escalation Process
Ops Manager assigns
more resource (In-house
and or third party), CRM
is updated, HP made
aware and customer.
UCi2i Ops Director
informed
Escalation worked
to completion and
resolved. CRM
updated, HP and
customer.
FER is for a dissatisfied
customer or partner,
following a Level Two
escalation. Escalation will
go immediately to Ops
Director and HP
Escalation worked
to completion and
resolved. CRM
updated, HP and
customer.
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Report generated
for escalation,
added to CRM,
supplied to Ops
Manager, HP and
customer
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Report generated
for escalation,
added to CRM,
supplied to Ops
Manager, HP and
customer
Contact
Mason IT Limited APAC Limited
t: +852 3050 9990
V-Desk: +852 3050 9999
e/v: vdesk@Mason IT Limited.com
21/F, 3 Lockhart Road
Wan Chai
Hong Kong
Mason IT Limited EMEA Limited
t: +44 844 546 7001
V-Desk: +44 844 546 7005
e/v: vdesk@Mason IT Limited.com
6 Mitre Passage, Greenwich Peninsular
London, SE10 0ER
United Kingdom
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