Service Level Agreement Overview

Service Scope: Client and SBT Partners Responsibilities

Scope

Technology support services are provided through a seamless collaboration between SBT’s internal Helpesk, Technical Account Management (TAM) & Professional Services Team. To ensure the best possible support this Service Level Agreement (SLA) outlines the specific software, services, and responsibilities provided by SBT Partners in concert with its partners.

Note: This SLA is subject to modifications in response to changes in technology services and support needs.

Hours of Operation for the SBT Helpdesk

The SBT Helpdesk services will be available 24×7 (Platinum) or 8×5 Mon-Fri (Gold).

Requesting Assistance/Service

Phone: The Helpdesk can be reached at 855-SBT-SERV or 855-728-7378

Email: Support@sbtpartners.com

SBT Support Agent: Located in the system tray on each managed device

Processing of Requests

Technicians will triage and make every effort to resolve issues remotely. A ticket will be created for each call received by the SBT Helpdesk. SLA for response is 2 hour.

When a call is received by the Helpdesk, it will be answered by a Level 1 or 2 technician. If the incoming request can be handled within 30 minutes, that same technician will remain on the call to resolve the issue. If the representative estimates that the incoming request will take longer, he/she will either escalate the call to a Level 3 technician or Senior Engineer (if immediately available), or inform the caller that the issue will be assigned to a Level 3 technician and end the call.

Voicemail

If all technicians are unavailable, the caller will have the option of leaving a voicemail. In such cases the Helpdesk will listen to the voicemail, create a ticket, and place the ticket in the Helpdesk ticket queue. The ticket will then be assigned to a Level 2 technician.

The technician will respond based on ticket priority.

Setting Priority Levels for Request

Calls

The SBT Helpdesk will make every effort to resolve the issue immediately on the phone at the time of the service call. This will be the initial method for resolving issues provided that there is a Level 2 technician available. Tickets opened via voicemail or email will be assigned a priority based on the nature of the issue. Requests will be handled in the order received unless a critical priority issue takes precedence.

Process Overview

Initial Support

All initial tickets will be adressed by a level 1 or 2 resoure
Alert/Ticket is generated via the Auvik and/or Datto RMM agent or initiated by the Client
The Helpdesk will acknowledge the alert, email or open a support ticket for phone calls
All tickets generate an email to the entire help desk for visibility and coverage if anyone individual is out
The initial technician will attempt to resolve the issue if it can be resolved in the first 30 minutes
Level 2 Support Team will escalate the issue to the Level 3 Support Team if the issue remains unresolved or will take longer than 30 minutes. SLA for escalation is 1 hour.

NOTE: 95 Percent of all tickets are able to be resolved remotely via the Helpdesk

Level 3 Support

The Level 3 technician will attempt to resolve the issue remotely
If additional assistance is needed Level 3 technician will contact SBT’s TAM Team for guidance
SBT’s TAM Team will either provide direction to Level 3 technician or request escalation of ticket to SBT TAM

SBT TAM Escalation Support

The TAM will determine best course of action and notify the client of status and resolution plan. This plan will include any of the following:
- Resolution of the issue either remotely or onsite by the SBT Service Technician Team (note: Onsite service is not included in Helpdesk. Onsite services requires SBT PC Onsite Repair service)
- Working with customer resources such as an internal application specialist to resolve issue o Contacting a 3rd party vendor (hardware/software) for support
- Dispatching a Level 3 Partner for support
TAM will communicate with the customer via phone or email so they are aware of the action plan and status at all times
Technical Account Manager will update workflow documentation once the issue has been resolved

Software and services covered by the SBT Helpdesk

Remote workstation/Laptop/Hand Held Hardware Support.
Remote workstation/Laptop/Hand Held O/S Support (Microsoft & MAC)
Printing / Network connectivity Support
Wi-Fi Client setup
Mobile operating systems. IOS, and Android.
Core application support, Microsoft, Adobe, ERP Email Client (Outlook / GMAIL).
Microsoft Office Standard Suite.
Software/application-related incidents on Microsoft or Apple system
Printer-related problems such as mapping, drivers and connectivity
Incidents related to network connectivity
Server based Password resets (Documentation, access, and approval process required)
Spyware or virus cleaning from PCs (Single PC’s only as reported by a user)
Multiple escalation paths dependent on impact and severity.
Changes to multiple machines that can be accomplished in a single task. ie: Term services or global profile update
Access to support via phone, email, or online portal

Note: This scope of work is subject to change and modification as needed and without notice.

Details Specification

Windows/MAC Services:

Windows 8, Windows 10
Supported Mac OS X 10.10 Yosemite +
Installing hardware drivers for Windows
Installing service packs – On workstations on demand
Diagnosing and fixing Windows/Mac security problems
Configuring internet, network connections
Troubleshooting and fixing error messages in Windows
Scanning and removing viruses, malware or spyware
Printing / Network connectivity support
Wi-Fi Client setup
Core application support, Microsoft, and Adobe.
Email Client
Microsoft Office Standard Suite.
Software/application-related incidents on Microsoft or Apple system
Printer-related problems such as mapping, drivers and connectivity

Mobile Device Support:

Application Support
Data Synchronization
Device Activation and Account Setup
Device Features and Settings
Active Sync
Software/App Installation

Out of Scope Items:

The following are examples of common items that are not covered by SBT Helpdesk services and would result in a separate Statement of Work and be billed as a project:

Mass installation of software – new or re-installation (Anything installed to more than 3 machines would be considered maintenance and is not included)
Problems occurring in applications or devices not on the Supported Products list or not documented in the knowledge base.
Mass setup of new devices. PCs or peripherals.
Network setups, core changes to organizational units or Group policy objects.
No onsite desk side support is included in the Helpdesk service offering. (PC Onsite Repair & Refresh Services need to be added)
Operating system or application re-installation due to system failure. (PC Onsite Repair & Refresh Services need to be added)
Custom applications without relevant supporting documentation.
SharePoint administration (that is, setup or modification of SharePoint website internals)
Requests which require less than 60 minutes of effort per request are included in the monthly contract.
Service requests which are more than 4 hours in effort level go beyond service requests and are considered as projects beyond the scope of the monthly contract. A Statement of Work will be created and customer authorization will be obtained for projects.
Excess Help Desk issues created by internal IT staff can be billable to help fix.

Supported Hardware

SBT will provide best-effort support on any PC hardware brand and attempt to work with the manufacturer to resolve issues. SBT will not be held responsible for any issues that are unable to be resolved by escalation to the manufacturer.

Third Party Software

All third party software will be supported on a best effort basis or escalated to the TAM assigned to the account. Third Party Applications require vendor support for anything more then basic trouble shooting.

Client responsibilities

In order for SBT Partners to deliver the Help Desk services described, the following conditions need to be met:

Client PCs under contract must be accessible from the Internet for remote support.
Client must provide SBT Partners with any necessary access to customer’s PCs under contract.
Client represents that they own the original software licenses, maintenance and upgrade license agreements, and license keys for third party software to be supported.
It is required that all computers to be covered under the PC Help Desk contract have anti-virus protection. (SBT Partners’ managed endpoint protection service is preferred).
Client represents that they use all software products in accordance with the current licensing terms of the original software vendor, including any additional software licensing terms that may accompany such software updates covered by this agreement.
Provide detailed information at the time of the service request, which should include the caller’s name, company name, and a description of the problem
Make every effort to be available to communicate with SBT Helpdesk Technician if required
Notify the SBT Helpdesk in advance of any pre-determined required assistance
SBT can not be held responsible for issues that arise due to hardware or software that go past end of support/life.