All Support Services are for the intended use of End Users in the Territory only.
As an End User of Westcoast Cloud, the standard technical break/fix support is provided at no additional cost to the Cloud Services.
Standard Business Hours for our support desk are defined as Monday-Friday 8am-6pm (excluding UK and Republic of Ireland Bank Holidays).
Methods for support contact are email, phone call or raised via the Westcoast Cloud Helpcentre (www.wchelpcentre.co.uk)
High priority break/fix support is 24×7, and initiated by phone call only.
The Reseller should act as the primary point of contact for all support and licensing queries for the End User.
Calls for Cloud Services are prioritised in the following way:
|High Priority (P1)||Service Interruption affecting all End Users on a tenant(s). Business Critical||Phone call|
|Normal Priority (P2)||Service Interruption affecting one or more End Users||Phone call, email, Westcoast Cloud Helpcentre|
|Advisory||General Education or How-to query||Phone call, email, Westcoast Cloud Helpcentre|
The call priority will determine the service levels, as follows:
|High Priority (P1)||2 Hours|
|Normal Priority (P2)||4 Hours|
|Advisory||Next Business Day|
As calls may be passed to a Third Party Provider to resolve, Westcoast is unable to guarantee a resolution time with our Service Levels.
|Tier 1||Westcoast shall perform all initial troubleshooting (to the Reseller) in attempt to diagnose and resolve the issue or query.||Westcoast believes that it has carried out all initial actions to resolve the issue and if the issue is still unresolved it will be escalated to Tier 2|
|Tier 2||Westcoast will carry a reassessment of the troubleshooting steps and provides guidance to attempt to diagnose and resolve the issue.||Once satisfied that all necessary steps have been taken and the issue is still unresolved the issue will be escalated to Tier 3|
|Tier 3||Westcoast will engage the relevant Third Party Provider who will reassess and resolve the incident, including providing updates and timescales to previous Tiers until resolved.|
Where, as per the definition, a High Priority (P1) incident a support call to the Tier 2 can be raised by a representative of the Tier 1. In this instance, the Tier 2 will act on behalf of the Tier 1 for this incident.
Westcoast utilises remote connectivity software in order to investigate and resolve issues. Westcoast will not be liable for any issues as a result of using these products.
Westcoast shall employ the following process to resolve Incidents in a timely and efficient manner, by following the Incident support Process below:
2 Westcoast assigns the Incident a Ticket and notifies the Reseller of the Ticket number satisfying the Response Time requirement.
11 The Reseller confirms to Westcoast that the Incident has been resolved. If Resolution is not confirmed by the Reseller the Incident is escalated to the next level of Support.