copyright chipside ltd 2006 updated: 1st January 2006

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Escalating expertise first line Our telephone based support desk team provide the first line of support and resolve the majority of the requests for help.   This team will take details of all requests made and update our supportdesk software.   The first-line team will call upon additional resources to assist when required. second line Our senior technicians become involved when a specialist skill is required that can be provided by our in-house resources.   Calls escalated to this team will require in-depth analysis of a particular aspect of the request.   The second-line resolution report will allow the first-line team to resolve the call. third line We are actively supported by our specialist suppliers and can call upon their technical resources for help.   Problems of this nature require a detailed assessment of low-level systems interaction.   Our third-line technical resource will report their findings back to first-line support for transmission to the customer.  Escalating priority standard General assistance with the use of our products and services.   Minor disruption with a workaround in place.   General requests where a longer term resolution date is agreed.   target These calls will receive attention in line with the agreed resolution timescale.   80% resolved within 7 days.   100% resolved by date agreed. urgent Software or product appears to be performing abnormally.   Business critical operation being disrupted.   Major deadline under threat if problem not resolved. target These calls will an immediate initial review and resolved in the order of receipt.   80% of calls resolved same day 100% resolved within 3 days. critical Software or product 'crashed' or unavailable to most end-users.   Business critical operation severely disrupted or under threat.   Customer has implemented their disaster recovery plan.   target These calls receive immediate attention until fixed, Our senior management will be informed.   95% of calls resolved in 4 hours.   100% resolved within 24 hours.   Achievement of our targets is not guaranteed and are for guidance only.  The targets shown apply to our standard chipassist service level agreement.  We publish regular reports to allow our mutual management teams to identify service shortfalls and agree remedial actions.  If you would like different targets, please ask for a tailor-made service level agreement and quotation.