Case Study – IT BIZ SOLUTIONS

IT Biz Solutions offers a wide range of Information and Communication Technology services to businesses of all sizes.

It has standing SLAs with a range of clients. When clients experience issues, they call and details of their problem are noted in the support log.

Support Log

Client nameDate of contactIssue/ProblemNotesRelevant client documentationReferred toPriorityResolved? Please also add comments
Sam Ibrahim – Ozhouse Clean Phone: 0455 555 555 Email: SI@email.com7 SeptemberAll data is stored on local computer. Concerned about loss of data.Would like an onsite consultation.Windows Operating System Instructions Service Level AgreementYouMedium
Paul Burns – Grow Management Consultants Phone: 0455 666 666 Email: PB@email.com7 SeptemberComputers taking a long time to start and running slowly once started. Run 7 computers, all Windows Operating System. Connected via a WLAN.Would like an onsite consultation.Windows Operating System Instructions Service Level AgreementYouHigh
Client nameDate of contactIssue/ProblemNotesRelevant client documentationReferred toPriorityResolved? Please also add comments
Samiya Santos – King Edward VII College Phone: 0444 444 444 Email: SS@email.com7 SeptemberSystem has crashed – Stop error showing. Run 20 computers, all Windows Operating System. Connected via a WLAN. Problem specific to one computer only.  Urgent – issues noted at 4.30 pm. Want immediate support.Photo of client screen Service Level AgreementYouHigh
Sandip Singh – Boutique Build Australia Phone: 0422 222 222 Email: SSI@emai.com7 SeptemberSlow Internet connectionHave not paid recent invoice for renewal of SLA.Client details Service Level AgreementYouHigh

ICT Support Procedures

IT Biz Solutions is committed to supporting all of its clients.

Service Level Agreements are established with each client setting out the services and support to be provided.

Procedures for ICT Support

Clients are able to request ICT support by email or phone.

Their request for support is documented in the support log. Key details are entered along with details of the supporting documentation that ICT support personnel may use.

An ICT support person is allocated each job. Jobs are allocated priorities for addressing.

ICT support personnel are to follow these steps to manage the clients’ problems:

  • Assess the information about the problem that you have been provided with, including the client documentation.
  • Identify the troubleshooting methods that you can use to diagnose each client’s problem.
  • Diagnose and analyse the cause of the problem and conduct further research as required.
  • Assess and document how the problem can be resolved, including any escalation requirements. Escalation is where you are unable to resolve the problem because it is outside of the scope of the service agreement or because it is too complex.
  • Review the Service Level Agreement for the client to determine the support that can be provided under the terms of the Agreement, as well as your organisation’s support procedures that are to be followed
  • Document the step by step process you will follow to resolve the problem for the client.

Once the support and resolution services are determined, the client should be contacted via email to confirm the services they require and to arrange a date and time for support.

The ICT Manager should also be cc’ed into the email for information purposes.

ICT support personnel should identify the tools/equipment/materials they need for the job and then commence the support and resolution services provided.

Once the job is complete, the client should be informed via email. If there are complications, it may be necessary to contact the client.

Once the job is complete, please mark it off in the Support Log, making notes as to how it was resolved.

We also have regular team meetings to discuss how we resolved issues – this assists with keeping everyone up to date and sharing ideas.

Standard Service Level Agreement

Statement of Intent

The aim of this agreement is to provide a basis for close co-operation between Client and IT Biz Solutions, for support services to be provided by IT Biz Solutions to Client, thereby ensuring a timely and efficient support service is available to Company end users. The objectives of this agreement are detailed below.

This agreement is contingent upon each party knowing and fulfilling their responsibilities and generating an environment conducive to the achievement and maintenance of targeted service levels.

Objectives of Service Level Agreements

To create an environment which is conducive to a co-operative relationship between IT Biz Solutions and Client to ensure the effective support of end users

To document the responsibilities of all parties taking part in the Agreement

To ensure that Client achieves the provision of a high quality of service for end users with the full support of IT Biz Solutions.

To define the commencement of the agreement, its initial term and the provision for reviews

To define in detail the service to be delivered by IT Biz Solutions and the level of service which can be expected by Client, thereby reducing the risk of misunderstandings

To provide a common understanding of service requirements/capabilities and of the principals involved in the measurement of service levels

To provide for all parties to the Service Level Agreement a single, easily referenced document which caters for all objectives as listed above

Services

We offer a helpdesk facility to provide remote support of all hardware and software issues. The service is provided to resolve the majority of issues, through directed advice or live remote assistance.

Our service to you is supplied on an annual basis. Therefore to receive the service you must pay each annual bill.

Services will be provided between the hours of 8 am and 5 pm from Monday to Friday, except holidays.  If services are required outside of these hours, an additional fee of $150 per hour will be charged.

Furthermore, we offer remote support so if a site visit is required, this will also be an additional fee of $1,000.

Terms and Conditions

The term of this agreement is a (12) twelve-month term. The renewal term will automatically start once the term has lapsed unless termination has been received.

The term or renewal term can be terminated as per a 10-day cooling off period after the commencement or renewal date of the agreement. Notice of this termination must be made in writing.

If the Client terminates the agreement prematurely to its term, then payment is due in full.

Client Responsibilities

Obligations

The Client agrees to provide IT Biz Solutions with reasonable access to all necessary personnel to answer any questions about any problems reported by the Client regarding the Software. Client also agrees to promptly implement all updates provided by either a 3rd party or IT Biz Solutions, if requested.

When requested and necessary, the Client shall provide IT Biz Solutions in writing a reasonable description of the support required along with any additional information or software required to complete the support and resolution.

Primary Contacts

The Client shall appoint one (1) individual within Client’s organization to serve as primary contact between the Client and IT Biz Solutions and to receive support through IT Biz  Solutions help desk. All of the Client’s support enquiries shall be initiated through these contacts and logged internally in our support log.

Level of Effort

99% of the time IT Biz Solutions will start working on your support issue within (3) working days of receiving the request.

Support provided

Support provided will be as per our support procedures supplied in a separate document.

Increasing charges

We may increase the Annual Charge, Normal & Abnormal Hourly Charges as set out in this Agreement by giving 14 days’ prior written notice to take effect at the end of the notice period. In such an event, the Client may terminate this Agreement before the end of the said notice period by a written notice to the Company.

IT Biz Solutions Contact Information

159 Farr St, Rockdale, NSW-2216, Australia

Tel: +61 425217587

Email: support@dreamconsultancy.com

Web: www.dreamconsultancy.com.au

Style Guide

Purpose

The purpose of this document is to help individuals and departments to develop and file company documentation that is consistent with our corporate style.

This document explains the style to be applied to company documentation together with information on typography, and advice for writing and producing documents, as well as filing documents.

It is recognised that there will be documentation which is outside these guidelines, but the general format should be followed wherever possible.

Writing Style

Composition should be concise, friendly, and professional in keeping with our mission statement. Documents should be visually appealing and use unambiguous language.

Standard Operating Environment

Our standard operating environment (SOE) is Microsoft Windows and all documentation is to be produced using the associated software.

Hyperlinks

Hyperlinks may be either:

  • Internet hyperlinks which take the reader to a web site if a modem is in use. Internet hyperlinks must begin with https://
  • Word hyperlinks appear as normal text in a printed document, but in an electronic document are distinguished by the mouse cursor turning into the “pointing hand” shape.

Templates

There is not one standard template for documents and writers may use their own formats for documents as long as the following style guide is followed.

Note that all letters sent to external parties must be signed by the senior accountant at Burleigh

Page Layout

Only A4 paper is to be used for documents. The page margins must be as follows:

  • All margins (left, right, top and bottom) are to be 2.54 cm
  • Header or footer 1.27cm from margin line.

Headers and footers

Headers

Headers are used for all documents of more than one page. They contain the the title of the document and the title of the current section (if applicable).

Footers

Footers are used for all documents (except for letters and emails) and must contain the filename, the version of the document, the date and the page number.

Appearance

The standard font is Arial 10pt.

Heading 1 should be bold in 14pt and Heading 2 bold in 11 pt.

Automatic heading styles should be created and used to ensure consistency in heading.

See variations in guidelines for newsletter.

A document checklist must be completed to every document before the final draft is created.

Conservation

Only the second draft of a document is to be printed.

Printing must be double-sided where possible.

All printed material that is no longer needed is to be disposed of in a recycling bin.

Copyright

Copyright must be taken into account. If a report or article is to be included, make sure you acknowledge the author and/or source of the publication.

Email Style Guide

All emails should be written as follows:

Write a clear subject line.

Use greeting and closing as you would in a letter. For clients, use their first name or Mr or Mrs if preferred. End the email with Yours Sincerely.

For staff, use first names and use Kind Regards in closing. Where the email is to all staff use “Dear All”.

Make the email easy to read. Use short paragraphs and insert blank lines between each paragraphs. Use bullet points if applicable.

Keep the email brief.

Proof read the email. Run the spell check and check the document yourself too for spelling and grammar.

Digital security

Input devices such as thumb drives or other external memory devices should only be used if they come from a trustworthy source.

Before opening the thumb drive folder, ensure that a malware scan is run on it.

Files that are to be modified should first be saved to the computer’s desktop and the thumb drive ejected before beginning work on the files.

All files should be saved to the relevant folder, and not left on the desktop.

Back up of data should be performed at the end of every week. The data should be backed up onto an external memory device, which will be stored in the security c

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Please note along with our service, we will provide you with the following deliverables:

Please do not hesitate to put forward any queries regarding the service provision.

We look forward to having you on board with us.

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