Pixel IT Pty Ltd – Tier One Supporting Partner Service Level Agreement NetSupport Software Solutions.
This agreement exists between Pixel IT Pty Ltd and ( You / The Customer ) within the limited terms of purchased maintenance and support contracts as associated with your organizations owned licenses of NetSupport School & or NetSupport DNA. This terms of this SLA will cease on the expiry of your cover however extend to continuous cover when additional annual or by annual maintenance is purchased. This agreement exists between Pixel IT Pty Ltd and the customer only and does not extend its liability to the software vendor NetSupport Limited.
PROVIDER OF SERVICE: PIXEL IT PTY LTD – IT SUPPORTING STAFF SERVICE PROVIDED : BASIC LEVEL SUPPORT , PRODUCT FAULT RESOLUTION , BASIC GUIDANCE AND ASSISTANCE , DIAGNOSTICS , ACCESS TO KNOWELEGE BASES , EXPERT ADVISE AND IDENTIFCATION OF APPROPIATE RESOURCES AND GUIDES TO ASSIT, ESCULATION ON PRODUCT FAULT ISSUES , UPGGRADE ASSISTANCE , LICENSE KEY MANAGEMENT , BEST PRACTICE ADVISE , BUG FIXES. ESCULATION AND COMMUNCTION BETWEEN SOFTWARE VENDOR PIXEL IT PTY LTD AND THE CUSTOMER.
SERVICE PERIOD: 12 months from the point of purchase unless otherwise arranged
BASIC MAINTTEANCE AND SUPPORT PROCESS AND LOGGING
1. Support issue need to be logged with support@pixel.com.au or by contacting our helpdesk team on (03) 9727 9169
2. All supporting documentation and information is to be provided to the Pixel IT Pty Ltd team in a timely manner
3. Upon receipt of your support ticket a support ticket with be logged and communication stored throughout your service.
RESPONSE TIMES
• You the customer will receive a response from our team within 24 hours of your
enquiry (limited to business operating hours unless premium support is purchased.
• You the customer as per your EULA are entitled to both phone and email support
only.
• Any remote access support and or onsite support offered as part of your support
ticket are the exception to the rule and are offered with no liability or requirement of
Pixel It Pty Ltd to continue to offer this method without charge.
• Basic support covers supporting hours of 8.30am to 8.30pm AEST Monday – Friday
and exclude public holidays any suggested response time will be adhered to within
this scope.
CRITICALITY LEVELS
1. No Service Impact - Non-critical cases, general questions, enhancement requests,
or documentation cases – 24 initial response time via email 7 day resolution
2. Moderate Service Impact - The business service, major application, or system is
moderately impacted, no data has been lost, and the business service, application, or
system is still functioning. The case may be temporarily circumvented using an
available workaround. – 24 hour initial response from our team via email and phone –
3 day engagement response time 7 – 10 suitable resolution response
3. Significant Service or Implementation Impact - The business service, major
application, or system is seriously affected or implementation stopped. No acceptable
workaround is available. – Response via email & phone within the same business
day of lodgement – engagement within 24hours – resolution times may vary
depending on the determined cause of the failure and outcomes may vary depending
you’re the customers systems being the underlying cause of software crash or if a
product fault is diagnosed this diagnoses will be provided within 72 hours.
4. Critical Service Impact - Business service is not operational , Production system
crashes, Data integrity at risk – Same day phone response , same day diagnostic
and proposal for rectification , outline on requirements for immediate rectification if
the cause of the crash is determined to be the systems our software sits on within24hours, escalation to vendor with rectification options and ETA on the fix or work
around within 24 hours, other outcomes may vary depending on the cause of the
crash and other factors relating to you’re the customers network, human resources ,
and IT staff qualification – Additional support outside phone and email will be given in
these cases up until diagnoses is made.
Prevailing agreements:
Your EULA prevails as the overriding agreement with respects the warranty, fit for purpose
and any other limited liabilities. Pixel IT Pty Ltd takes no responsibility other than your
consultant with respect to the NetSupport Software Solution this liability as its determined in
your EULA provided at point of purchase shall only fall directly with the software vendor
