(Customer Service Desk) Grade of service metrics (speed of answering, calls abandoned, etc.) As described in the section of Our Customer Terms To be agreed during onboarding consultancy based on customer required response times. To be agreed during onboarding consultancy based on customer required response times. Tickets logged – incident / request Dockets are created in Service Central for each customer request. Email sent to MCS and tickets created in tandem To be agreed during onboarding consultancy based on customer required response times. To be agreed during onboarding consultancy based on customer required response times. Level 2 escalations Hours of operation Monday to Friday, 8.30am to 5.30pm EST, excluding Victorian Public Holidays Alert Monitoring at L2 is available 7 days X 24 hours. Resolution within standard hours. 7 days X 24 hours under agreement with 30 minutes initial call back time following L2 alert notification. Grade of service metrics (speed of answering, calls abandoned, etc.) 30 minutes from agreed alert notification. 2 hours to next escalation or resolution. To be agreed during onboarding consultancy based on customer required response times. To be agreed during onboarding consultancy based on customer required response times. Tickets logged – incident / request All tickets are entered in the MCS for audit, governance and tracking of reverse repair logistics processes specific to the customer service framework. Service requests are automatically generated in the MCS where there is a proactive monitoring service in place, based on agreed customer service definitions. Service requests are automatically generated in the MCS where there is a proactive monitoring service in place, based on agreed customer service definitions. Reporting Daily movement and repairs movement reporting with monthly Service Delivery performance and Asset Management reporting. Refer appendix for available Daily movement and repairs movement reporting with monthly Service Delivery performance and Asset Management reporting. Refer appendix for Daily movement and repairs movement reporting with monthly Service Delivery performance and Asset Management reporting. Refer appendix for available
reporting. available reporting. reporting. Level 3 escalations Hours of operation Monday to Friday, 8.30am to 5.30pm EST, excluding Victorian Public Holidays To be agreed during onboarding consultancy based on customer required response times. To be agreed during onboarding consultancy based on customer required response times. Grade of service metrics (speed of answering, calls abandoned, etc.) 30 minutes from receipt of approved notification with 2 hour next resolution action. To be agreed during onboarding consultancy based on customer required response times. To be agreed during onboarding consultancy based on customer required response times. Tickets logged – incident / request All tickets are entered in the MCS for audit, governance and tracking of reverse repair logistics processes specific to the customer service framework. Service requests are automatically generated in the MCS where there is a proactive monitoring service in place, based on agreed customer service definitions. Service requests are automatically generated in the MCS where there is a proactive monitoring service in place, based on agreed customer service definitions. Reporting Daily movement and repairs movement reporting with monthly Service Delivery performance and Asset Management reporting. Refer appendix for available reporting. Daily movement and repairs movement reporting with monthly Service Delivery performance and Asset Management reporting. Refer appendix for available reporting. Daily movement and repairs movement reporting with monthly Service Delivery performance and Asset Management reporting. Refer appendix for available reporting. MCS platform availability Grade of Service metric Monday to Friday, 8.30am to 5.30pm EST, excluding Victorian Public Holidays 7 days x 24 hours where there is an agreed proactive monitoring service in place. 7 days x 24 hours where there is an agreed proactive plus monitoring and service agreement in place. Service Level targets above operate during the Service Desk availability times described in clauses 2.42, 2.43 and 2.44 above. Service Level targets will not apply in relation to any period of scheduled maintenance.