The company will agree with the customer the
hours of coverage and scope of non-critical and critical faults at the
outset of the agreement.
The company will respond to a non-critical support request received
during our normal working hours within 4 working hours from acceptance
of the request.
The company will respond to a critical support request within 4 working
hours from acceptance of the request.
In the event of the customer requiring support, outside of the hours
of 0700 ~ 1900Hrs, Monday to Friday, (excluding Public Holidays), the
customer may request support. This support is provided on a chargeable
basis, subject to a minimum of three hours, at the prevailing 'out of
hours' rates. By signing the Support Agreement with EriCover4+, the
customer is authorising Soneric communications limited to invoice for
any such calls, and agreeing to payment of any such invoice in full.
The Customer will be verbally notified of the details of fault rectification,
whether effected by our field based or remote support personnel. Additionally,
the customer has the option to be notified by email of the details of
fault rectification.
Outside our normal working hours, customers may make support requests,
either via email to support@soneric.com,
or by leaving a voicemail message on 0870 0860 861. Support requests
made via these routes, will be logged at the start of the next business
day. The customer will be notified that the support request has been
accepted and actioned.
All support work carried out will be undertaken by appropriately competent
personnel. In the event of any support request being unresolved after
2Hrs of commencement of work, the request will be escalated to personnel
with specialist expertise.
Optional monthly performance reports are available at extra cost. |
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