Coins ERP+ provide an English language technical support service for authorised customer representatives to raise issues via the My Access Portal or phone during the hours of service as defined in the Service Notification Pack.
All issues are logged in the Coins ERP+ problem logging system, assigned a unique reference number for tracking and reporting purposes and assigned an initial severity category as defined below.
NOTE… Telephone and email systems cannot be relied on to be 100% available. Until you have a reference number you should not assume the issue is logged with Coins ERP+ and we recommend that in the event that you cannot get through by telephone (even if you leave a message), that you also log a ticket just in case.
Hours of Support
Coins ERP+ Mobile Technical Support service operates during the core-business hours of 08:00 to 18:00 BST Monday to Friday excluding English public holidays. This is known as core-hours support.
As an option (defined by the service contract), Coins ERP+ provide extended technical support service outside of core business hours where staff are on-call to support the customer and are remotely monitoring the M1x platform. This is known as extended-hours support and operates to lower targets as defined below.
Categorisation and Resolution Targets
Problems are categorised by Coins ERP+ and have the following target response and resolution times for core and extended hours:
A1 = response time with unique Issue number and action plan.
R1 = time after A1 for first resolution – this may involve a workaround.
In addition, where an issue has been worked around but a long term fix has been identified, then the following long term resolution target also applies:
R2 = time after R1 for long term resolution if a workaround was applied.
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| Core Hours | Extended Hours |
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Priority | Definition | A1 | R1 | A1 | R1 | R2 |
P1 (Critical) | Critical functionality of the Mobile Application is not available to >30% of mobile workers. e.g. Multiple server failure. Unable to access customer back-end at start of day. | 0.5 hr | 2 hr | 1 hr | 4 hr | 2 wk |
P2 (Serious) | Critical functionality of the Mobile Application is not available to 10 to 30% of mobile workers OR non-critical but important functionality is not available to >30% of mobile workers. e.g. Unable to access customer back-end to update jobs. Unable to push jobs. | 1 hr | 4 hr | 2 hr | 6 hr | 4 wk |
P3 (Moderate) | Critical functionality is not available to <10% of mobile workers OR less important functionality is not available to >30% of mobile workers. e.g. static data not updated. Some workers temporarily unable to log-in. Intermittent issue. | 2 hr | 8 hr | 4 hr | 24 hr | 8 wk |
P4 (Minor) | Minor or cosmetic problem, causing inconvenience or a request for information or query. Issue may be resolved when there is another major release of the Mobile Application Examples: Documentation query. Spelling mistake. | 8 hr | n/a | 8 hr | n/a | Next major rel. |
All targets relate to the hours-of-service and issues under Coins ERP+ scope. If extended hours support is not contracted, then an issue raised late in the core-hours may have an action plan to resolve it the following business day. Where issue resolution is awaiting information from a customer, this does not count in the targets above. In the event a customer does not respond in 3 working days, then Coins ERP+ reserves the right to close the issue.
Issue feedback
Coins ERP+ will provide regular updates on P1 and P2 issues until the point of first resolution (R1).
Issues identified by Coins ERP+
Problems may also be identified and raised by Coins ERP+ in which case the customer is informed of issues affecting their service.
In the event that Coins ERP+ monitoring identifies a P1, P2 issue with the M1x platform or the customer’s mobile-application, an email alert will be sent within the A1 times listed above, and the issue then will be treated as though reported by the customer.
Issues with the Customer Managed Environment
In the event that Coins ERP+ monitoring identifies an issue that is the customer’s responsibility, Coins ERP+ will notify this to the customer using the same categorisation. These problems will be logged but not count toward any Coins ERP+ targets, and Coins ERP+ expects the customer to update Coins ERP+ on the status of the issue through to resolution.
Coins ERP+ requires named points and methods of contact to raise these issues to the customer within the hours of service. These names will be identified as part of the service handover.
If the problem is not resolved within a reasonable time period and, in Coins ERP+ opinion, the problem is jeopardising the overall M1x platform performance, then Coins ERP+ may suspend the customer’s Managed Service until the problem is resolved – Coins ERP+ will give written notice of this and make reasonable attempts to notify the customer in advance.
Change Requests
Change requests should be handled through the standard Coins ERP+ change request process. In the event that a change request is logged as a service fault or on investigation of a service fault it turns out that it is a change request, then the fault will be reassigned to the Account manager as a service request.
Responsibilities
The support service is intended for the customer to raise suspected faults with the managed service or to raise reasonable technical queries with regard to the operation of the service infrastructure.
In providing the Technical Support Service Coins ERP+ commits to:
Making training resources available (User guides)
In using the Technical Support Service the customer commits to:
Ensure that only the agreed authorised representatives use the service.
Ensure that any authorised representatives are adequately trained in the use and operation of the application as advised by Coins ERP+
Ensure suspected faults are sufficiently investigated to confirm that the fault reasonably lies with the Mobile Application.
Provide all necessary information required by Coins ERP+ to replicate and/or investigate the suspected fault.
Not to use the support service directly or indirectly as an end user help desk service.
Provide the necessary test facilities to support problem investigation.
In the event that the customer is not fulfilling their commitments, Coins ERP+ will escalate the problem through the escalation contacts within the customer. If there is no resolution, then Coins ERP+ reserve the right to withdraw the technical support service until the customer confirms their intention to fulfil their commitments.