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Purpose
This service level agreement has been written for TrackView Automation Asset Management software. Mologix Data Systems takes customer support seriously.
Service Level Agreement Period.
This agreement is valid for a period of 12 months from the registration of your TrackView software or if you have a valid support agreement in place. Help Desk Overview
The TrackView Help Desk is a technical support team that provides prompt,knowledgeable, softwaresupport services over the phone or by email for the products of Mologix Ltd.The Help Desk aims to resolve 80% of all interactions on the first call. If this is not possible,the inquiry is escalated to another unit or staff provides alternative referrals or resources. If the problem or request concerns an unsupported operating system, hardware, software ors ervice, staff will do their best, given call volume, to suggest other avenues of support. Customer Responsibilities
When customers contact the Help Desk they should be prepared to spend the time required to resolve the issue, have their UserID and phone number available, be at the computer that they are requesting help with and abide by the Help Desk policies as stated by the Help Desk Specialist.
Help Desk Product and Service Contact Information The Help Desk may be contacted by calling +44 (0) 870 446 1051 or by sending email
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Availability and Response Time
The Help Desk is professionally staffed from 8:00 AM to 6:00 PM GMT from Monday through Friday. UK holiday hours may vary. When a Help Desk Specialist is not immediately available via telephone, the customer will be offered the following options: to hold for the next available Help Desk Specialist, leave a voicemail message, or access the Help Desk via email. If the request is critical, it is advisable to hold for the next available Help Desk Specialist. Responses made to emails received after posted working hours will be made by 11:00AM the next business day.Critical or very important requests should always be phoned into the Help Desk. Only non-critical request should be emailed. As email service delivery is not guaranteed, the Help Desk cannot ensure the timely receipt of requests. Email service level commitments are based onthe time the request actually reaches the Help Desk. Quality of Service Measures
Help Desk quality of service is determined by a number of measures including:
1. Percentage of Interactions Answered or inversely, the Abandonment Rate:An Interaction can be a call, email or walk-in. For calls, the goal is to answer 85% ofthe total calls made to the Help Desk. The Abandonment Rate refers to the percentage of callers who terminated their call before it could be answered. Calls terminated withinthe first 30 seconds are not factored into Abandonment Rate figures.
2. Wait Time:The amount of time a customer waits on the line for the next available Help DeskSpecialist. The target is a wait time of 1 minute or less, to speak to a Help Desk Specialist.
3. First Call Resolution Rate:A call is deemed a First Call Resolution when the Help Desk Specialist who handles the initial Help Desk trouble ticket resolves the issue to the customer’s satisfaction, duringthat initial call. The goal is to solve 80% of problems on the first contact with the HelpDesk. Problem Tracking
The Help Desk files a ticket for 100% of the interactions that must be escalated; the goal is tofile a ticket for 80% of all interactions. If the problem is not resolved on the first contact, it is either scheduled for a Service on Site (SOS) visit, or escalated within TrackView Support Desk. Open tickets assigned to the Help Desk are reviewed daily. Tickets escalated outside of the Help Desk are reviewed weekly.
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Support 
