Service Level Agreement for Support Services

Altravision technical support engineers provide telephone and email support for Altravision network security systems.

In all cases, Altravision operates a remote analysis and remedial service via secure Internet or VPN connection – the Customer must provide appropriate remote access facilities in order for Altravision to be able to provide support.

Should an on-site visit be required or requested by the Customer, this will be charged at the prevalent Altravision daily rate which will be notified in advance. On-site visits are dependant upon staff availability.

Summary of Services Offered

Gold Service
Unlimited Incidents
Priority 1 incidents 24 hours per day, 7 days per week (excluding Christmas Day, 26th December and New Years Day)
Priority 2 and 3 incidents 09:00 to 17:00 UK time Monday to Friday excluding UK public holidays
Telephone, email and Web support in which Altravision provides general information, problem determination, isolation and verification
Check that correct software releases and latest updates are installed on the Customer system
Check that software is correctly configured for the Customer’s network and system environment (as far as is reasonable possible)
Customer can define a maximum of 4 authorised Customer contacts
Altravision Support Engineer is assigned to each support incident raised
Customer has access to Altravision Web based support system to view the status of calls placed
As part of this service the Customer receive an Out of Hours contact number to be used when calls are to be raised outside of normal working hours

Silver Service
Twenty four (24) Incidents per 12 month period
Priority 1 incidents 09:00 to 22:00 UK time Monday to Friday excluding UK public holidays
Priority 2 and 3 incidents 09:00 to 17:00 UK time Monday to Friday excluding UK public holidays
Telephone, email and Web support in which Altravision provides general information, problem determination, isolation and verification
Check that correct software releases and latest updates are installed on the Customer system
Check that software is correctly configured for the Customer’s network and system environment (as far as is reasonable possible)
Customer can define a maximum of 3 authorised Customer contacts
Altravision Support Engineer is assigned to each support incident raised
Customer has access to Altravision Web based support system to view the status of calls placed

Bronze Service
Twelve (12) Incidents per 12 month period
Priority 1, 2 and 3 incidents 09:00 to 17:00 UK time Monday to Friday excluding UK public holidays
Telephone, email and Web support in which Altravision provides general information, problem determination, isolation and verification
Check that correct software releases and latest updates are installed on the Customer system
Check that software is correctly configured for the Customer’s network and system environment (as far as is reasonable possible)
Customer can define a maximum of 2 authorised Customer contacts
Altravision Support Engineer is assigned to each support incident raised
Customer has access to Altravision Web based support system to view the status of calls placed

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