Overview
Daydream can provide a comprehensive 24x7 technical support package for both our application and hosting services.
We can set up dedicated helpdesk for each client - for their sole use if required. Subject to the specific SLA in place, 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.
Service Level Agreement (SLA)
The following is a sample of our best RRT (Recommended Response Times) and MRT (Maximum Resolution Times).*
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 |
* Note: this response times and service periods are subject to the specific SLA agreed with each client.
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.
Further Information
For further information on Daydream's technical support services, email info@daydream.co.uk or telephone us on: +44 (0)20 7096 1471.
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