Incident Management Process
This component defines the process through which the Clients will log a call with our Client Service Desk. It further describes the response times based on severity levels of any incident.
- Emails: Please use email address: firstname.lastname@example.org – (this is a dedicated email account for support).
- Case Creation: All emails sent to this address will be logged in our CRM and a case number provided to the client.
- Case Updates/Assignments: All case updates and case assignments will be sent to email@example.com
- Case Closure: All case resolutions will be sent back to the originator of the case.
In the event that you have any query regarding the closed case, please respond to this email clearly quoting the case number. However, for a new case, send a new email firstname.lastname@example.org.
- Escalation: All case escalations will be sent to the team indicated under Escalation on the Incident Management Process as well as to email@example.com
- Direct Support Line: +254 (0)703 091 343,
- Support Mobile Line: +254 791 966 771
- Office Line – +254 (0)703 091 300
- ShortCode – 20358 (Start with word: vcsupport then message content)
- WhatsApp – +254 791 966 771
Use these numbers to report any incidences. This number is available 8:00 am-5:00 pm hours on weekdays and 9:00am – 1:00pm on Saturdays. The following characteristics are used to identify the severity of a problem report: Business and Financial Exposure, Work Outage, Number of Users Affected, Workaround, Acceptable Resolution Time
Service Request Procedure
- Incident / Fault Definitions Classification of a reported incident as a Fault and the allocation of a Severity to a Fault requested by the Client will be subject to agreement by the Supplier after initial investigations. Interfaces to other vendor products will be investigated at the Client’s request or in an effort to resolve a fault evident in the solution or hardware listed in Schedule A. Adherence by the client to the following service request procedures will ensure the best response and resolution of the service calls within agreed time frames
- First Level Troubleshooting by ClientThe Client will identify a person within the company to perform first level support prior to a call being logged with the Supplier.
It is understood that the Client is responsible for the management, documentation and escalation of service requests to the Client’s telecoms and reticulation vendors. The Supplier will assist with the above, where possible, but is not responsible for failure of any other vendor to respond or deliver, for the work required to complete the service request by that Third Party or any costs or penalties in relation to such work which would be delivered by the vendor.
- Logging the Service Request – Second Level Support by Supplier
Service Requests can be logged telephonically, or via email. It is recommended that all service change requests and faults be logged via e-mail first, followed by an optional telephone call to ensure a timeous response. In the case of an entire system being down (Red Alert) telephonic contact is essential simultaneous to the email to the Supplier Helpdesk. The Supplier Helpdesk contact information is as follows:
Supplier Helpdesk: +254 703 091 343, +254 791 966 771
Incident Response Times
|Problem Severity||Business Hours (Monday to Friday 8:00am – 5:00pm ; Saturday 9:00am – 1:00pm)|
|Severity 1 – High||In the event of system failure, the Supplier will respond within 1 hour of the failure via phone or email support. Should onsite support be required, the Supplier Engineer will arrange a suitable time to repair the fault.|
|Severity 2 – Medium||In the event of system failure, the Supplier will respond within 4 hour of the failure via phone or email (Remote support).|
|Severity 3 – Low||Should onsite support be required, the Supplier Engineer will arrange a suitable time to repair the fault. In the event of system failure, the Supplier will respond within 8 hours or by next business day of the failure via phone or email (Remote support).|
|Should onsite support be required, the Supplier Engineer will arrange a suitable time to repair the fault.|
|Severity 4 – Change Request or Aesthetic Fault||In the event that a system change is requested, the Supplier will acknowledge request by the next business day via phone or email. If further clarification is required, the Supplier will arrange suitable time to discuss requested change with Client.|
Response Times Definition
|Severity 1 – High||Access to the entire System is unobtainable or severely limited with no user access. The service is disrupted or halted. The system performance will have degraded and functionality limited|
|Severity 2 – Medium||Access to parts of the System is unobtainable such that the function of the System is severely limited and for which a workaround is not available.|
|Priority 3 – Low||There is persistent disruption to the operation of the System for which a workaround is available so that the Customer is able to fulfil its obligations to its clients.|
|Priority 4 – Change Request or Aesthetic Fault||Intermittent and minor operational inconveniences which do not affect the Customer’s ability to fulfil its obligations to its customers.|