Hosting | Media Streaming | Professional Services | Asset Services | Support
Daydream can provide a comprehensive 24x7 technical support package for both our application and hosting services.
We set up a dedicated helpdesk for each client - this is for their sole use. The support team can be called at any time by client staff and approved third parties such as agencies, printers, or other suppliers. As well as telephone, we also offer e-mail support and web based user forums also.
To organise and prioritise support calls, we use a ticketing system. When a call is received, it is assigned a priority rating by the helpdesk operative. If the issue cannot be dealt with over the phone, it is escalated to a senior engineer or a member of the development team. We also provide the mobile phone number of the manager assigned to your account.
The following is a sample of our RRT (Recommended Response Time) and MRT (Maximum Resolution
Time) for both faults and escalation.
| Priority | Recommended Response Time | Escalation | Max. Resolution Time | |||
| 5 mins | 1 hour | 2 hours | 4 hours | |||
| 1 | Yes | 1 hour | 1 hour | |||
| 2 | No | Yes | 2 hours | 2 hours | ||
| 3 | No | No | Yes | 4 hours | 6 hours | |
| 4 | No | No | No | Yes | N/A | 8 hours |
Escalation is defined as the length of time that may elapse before the fault is progressed up the management chain or to external hardware/software vendor (if applicable).
Fault Priority Description Breakdown:
- Any fault resulting in the system(s) being completely unavailable to all users, having a critical business impact.
- Any fault resulting in a major function of the system(s) being completely unavailable to all users, having significant business impact.
- Any fault which although it does not affect the availability of any of the system(s) inhibits the working of one or more users, having no immediate business impact.
- Advice is required on how to perform a particular task or a fault is identified which does not affect availability or inhibit a user working.
Copies of our full support and maintenance SLAs are available on request.
For further information on Daydream’s technical support services, contact our dedicated Technical Support Team
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© Daydream 1995- - All Rights Reserved
Digital Asset Management Software, Services and Solutions
Daydream Interactive Ltd t/a Daydream - UK Company Number: 3453913
Registered Office: Linton House - 164-180 Union Street - LONDON - SE1 0LH - United Kingdom
TEL: +44(0)20 7096 1471 - FAX: +44(0)20 7117 1636 - EMAIL: info@daydream.co.uk