What clients can expect in terms of service from the team

Our  Service level agreement contains the full detail of the level of service clients can expect. Below are the key points to be aware of:

Extracts of key points:

1.Fair Use Policy

  • Very often customers confuse support services with training services. In order to manage expectation, it is important to appreciate that we do not offer training services over the phone unless previously booked. Training via a shared screen sessions can be arranged with the team and are free of charge or £45+VAT per session (subject to your subscription package).
  • In circumstances where extended support is required as a result of the customer not being adequately trained in using the system, the team will end the conversation in a timely manner and encourage the user to book a training session. Extended training will not be given ad-hoc on the phone without prior booking.
  • Clients may not receive immediate support when they call our support centre. When clients call for support and there is not an agent available to support them at that point, or they request a specific agent that is not available, they will be asked to enter their request into Arthur’s live chat provider ‘Intercom’ on the website.
  • Without the prior booking of a support call, clients should not expect to receive same-day support from a named customer service agent they request.
  • Support calls should generally not exceed 15 minutes and will be subject to the FUP, unless the support team member involved deems otherwise. Any training given will form part of the allotted monthly training limit. Where the account has already used all allotted training time, the account will be charged at a rate of £45+VAT per hour.
  • Support calls are subject the the FUP on all packages, including Enterprise. Where a customer is deemed to be making excessive use of the ad-hoc telephone support, they may be refused support via telephone or required to pay an additional cost of £25+VAT per hour.
  • Shared screen sessions are subject to the FUP only when a customer is on the Enterprise package, with both Standard and Professional clients limited to 1 and 3 per month respectively. An Enterprise account’s use of the shared screen support will be reviewed on a monthly basis. If the account is deemed to have used the shared screen sessions excessively, the account may be subject to review. Please see pricing page for number of sessions allowed per package.
  • Shared screen sessions booked can be cancelled by Arthur for unforeseen reasons and clients will be asked to re-book. Arthur will not be subject to any cost that the client has suffered as a result of a cancellation.

FUP=Fair Usage Policy

2. How we work out priorities

In our experience most issues fall into Priority 3  so that tends to be a default. The priority assigned dictates the amount of time we give ourselves to deal with your incident or request

Global
Blocker
(Customer > 1)
Customer
Blocker
(Customer = 1)
Global
Critical
(Customer > 1)
Customer
Critical
(Customer = 1)
Global Important
(Customer > 1)
Customer important
(Customer = 1)
Improvement
(Customer > 1)
New Feature
(Customer > 1)
Workaround = 0
Productivity = 0
Workaround = 0
Productivity = 0
Workaround = 1
Productivity = 1
Workaround = 1
Productivity = 1
Workaround = 2
Productivity = 2
Workaround = 2
Productivity = 2
Global Efficiency > 0
UI impact >= 0
Global Efficiency > 0
UI impact >= 0
Respond to client
within 1 hour
Respond to client
within 1 hour
Respond to client
within 1 hour
Respond to client
within 1 hour
Respond to client
within 3 hours
Respond to client
within 3 hours
Scoped within 21 days
and client notified
within 21 days
Priority 1

Resolved within 24 hours

Priority 1

Resolved within 24 hours

Priority 2

Resolved within 36 hours

Priority 2

Resolved within 36 hours

Priority 3

Resolved within 21 days

Priority 3

Resolved within 21 days

Priority 4

Resolved within 30-60 days

Priority 5

To be assessed

Workaround;  Workaround 0 = No workaround possible, Workaround 1 = Complicated, Workaround 2 = Easy

Productivity loss;  Productivity 0 = Severe ,  Productivity 1 =Medium-Severe ,  Productivity 2 = Low-medium 

*This is subject to change due to incoming priorities

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