Updated: 04/08/2022

Overview

All problems and incidents are to be reported to S365 via email or through the client portal.

S365 will endeavour to provide an Initial Response and Technical Response to each issue logged in accordance with the target times set out below.

S365 has no obligation to respond outside of Business Hours.
For example, if S365 is working on an issue at 6:00 pm on a Friday, its obligations pause until 8:00 am the following Monday (assuming Monday is not a public holiday).

Where S365 does respond outside of Business Hours, it may — after notifying the Client — charge on a time and materials basis for that work.

If S365 attempts to contact a Client representative to provide an Initial or Technical Response and the representative is unavailable, S365 is deemed to have fulfilled its response obligation at the time of that contact attempt.

Item 1: Response Targets

CoverageSeverityInitial ResponseTechnical ResponseBusiness HoursLevel 115 minutes45 minutesBusiness HoursLevel 245 minutes90 minutesBusiness HoursLevel 360 minutes8 Business HoursBusiness HoursLevel 4240 minutes40 Business Hours

Item 2: Resolution Targets

CoverageSeverityTechnical ResolutionBusiness HoursLevel 116 Business HoursBusiness HoursLevel 232 Business HoursBusiness HoursLevel 356 Business HoursBusiness HoursLevel 4160 Business Hours

S365 will use reasonable commercial efforts to meet or exceed these resolution targets.
However, where S365 relies (in whole or in part) on a third party to resolve a matter, S365 cannot be held responsible for any resulting delays in meeting the targets.

Definitions

Business Hours

8:00 am – 6:00 pm AEST, Monday to Friday, excluding public holidays observed by S365.

Initial Response

The point at which an S365 Client Support Agent contacts a nominated Client representative regarding a logged support incident to:

• record and triage the issue, and

• assign the appropriate severity level.

Technical Response

When an S365 Technical Support Analyst contacts a Client representative to action the support incident.

This contact is usually made by phone, and services may be performed remotely or on-site (depending on the issue).
If on-site work is required, S365 may — after notifying the Client — charge on a time and materials basis.

Item 3: Severity Levels

DefinitionSeverityCritical functionality not available – no workaround available and key business functions cannot be performed for a significant part of the Client’s operations.1High impact on functionality, but a workaround is available, or the business can continue operations in a degraded capacity. Typically affects a large number of users.2Medium impact – affects only a small number of users with partial system unavailability.3Low impact issues, including minor functionality changes, requests for information, or other low-priority matters.4

S365 may reclassify the severity level of an issue if circumstances change.