ConnectCare — anywhere
ConnectCare is a new opportunity for customers to experience a better overall service. We introduced a new package that allows customer to receive Professional Support for up to 3 weeks after the implementation or upgrade. This offers customers the opportunity to raise any questions that were unanswered during the on-site visit. In addition to this, a member of our support services team will contact customers once a week to ensure that the implementation was satisfactory and no issues have arisen since implementation.
|Priority||Description||First Response Time||Target Resolution Time|
|Priority #1||The entire service is "down" and inaccessible. Priority 1 incidents shall be reported by telephone only.||Within 10 mins Normal Business Hours||Four Normal Business Hours. Continuous effort after initial response and with Client co-operation.|
|Priority #2||Operation of the services is severely degraded, or major components of the Services are not operational and work cannot reasonably continue. Priority 2 incidents shall be reported by telephone only.||Within 1 Normal Business Hours||Within one Business Days after the initial response.|
|Priority #3||Certain non-essential features of the Service are impaired while most major components of the services remain functional.||Within 4 Normal Business Hours||Within four Business Days after the initial response.|
|Priority #4||Errors that are, non disabling or cosmetic and clearly have little or no impact on the normal operation of the services.||Within 8 Normal Business Hours||Next release of the software.|