Service Level Agreement

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You will be responsible for providing first line support to your customers and end-users. For this purpose we will provide you with access to an online knowledge base and provide you with agent support scripts which will cover common end-user support queries.

Each white-labelled partner will be granted 1 support hour(s) per 1000 users, monthly.

When needed we will provide second level support to two named contacts at your helpdesk. This support will be provided between 09.00 hrs and 17.00 hrs CET (GMT. +1) by phone on: +31-(0)30-7116725. Outside of business hours your help desk can send an e-mail to support@newdayatwork.com.

For our night time we created an escalation number for partners in different time zones. This can only be used after the ticket is created via email sent to support@newdayatwork.com.

When contacting us for support we need the following info:

  • Reference number 
  • Customer environment names 
  • Usernames of issue 
  • Date and time of the issue 
  • Detailed issue description 
  • Error messages and log files 
  • Screenshots of the issue 
  • Steps to reproduce 
  • Additional information

If we can’t resolve your support issue straight away we will come back to you within below the response time (see below) with a suggested solution of your issue and the time line within which we expect to resolve it.

Urgency

Solving times

Response time

Performance

Phone

Email

High

1 business day

20 sec

5 min

> 90%

(including

response time)

Middle

3 business days

20 sec

24 hours

Low

5 business days

20 sec

48 hours

 

The levels of urgency are defined as described below:

 

High

A very serious distortion of the service, with the result that a very large proportion (more than 80%) of the users cannot use or hardly use the service.

Middle A non-critical disturbance of the service, with the result that the service is partly available to (10% to 80% of) the users, and/or poor performance of the service occurs.

Low

A disruption of service that hardly influences the availability and performance of the service.

 

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