DCIQ Service Level Agreement
Words and phrases used in this Service Level Agreement have the same meanings as given in the DatixCloudIQ Service Terms.
1 The Datix Service Desk is available 9:00am to 5:00pm Central Standard Time, Monday to Friday, except US public holidays for application queries.
2 The purpose of the Service Desk is primarily to enable the Customer’s nominated contact to access technical help in the event that the Customer encounters any problems with the Services.
3 Datix limits support to named individuals within an organization and only queries from these individuals will be accepted. Datix may limit the number of such named individuals who are permitted to call for support. The Customer’s nominated contact is expected to have been trained in the Datix software and to be familiar with the Operating Instructions and with Microsoft Windows.
4 Datix requires that details of any Fault are emailed to the email address provided by Datix for customer support If necessary, the Customer may also be required to provide a more detailed description of the problem or to conduct certain investigations.
5 All requests for support are logged and allocated a call reference number. The Customer will receive an acknowledgement by email that their request has been logged and details of the priority which has been assigned to it. This will normally be done within three working hours of receipt of the request. If the suspected fault is of critical priority (1) (see the table below) you should telephone Datix at [Insert number].
6 Datix will not be able to resolve reported issues which cannot be repeated or replicated. These will be presumed to be attributable to matters unrelated to the Services.
7 When a Fault has been accepted by Datix as a problem in the Services or as requiring further investigation before such a determination can be made, Datix will assign it a priority. The priority is assessed according to the effect of the Fault on access to the Datix software in accordance with the Support Response Times set out in the table below.
8 Datix support is not intended as a substitute for training or for dealing with matters which are dealt with in any information provided to the Customer. However, as a discretionary service and not as a matter of obligation, the Service Desk may be available to answer queries of the “How do I ___?” type.
9 Datix provides a chargeable service for dealing with support requests that are not covered by your contract. This service can be accessed by contacting the Service Desk in the normal way.
10 At Datix, we are constantly improving our products. Our aim is to make them easier to use, which will increase efficiency and deliver more benefits for your organisation. If you have a suggestion for the Services, you may request a suggestion form by contacting the service desk in the usual manner.