reporting. available reporting. reporting. Monday to Friday, To be agreed during To be agreed during 8.30am to 5.30pm onboarding consultancy onboarding Hours of operation EST, excluding based on customer consultancy based on Victorian Public required response customer required Holidays times. response times. To be agreed during To be agreed during Grade of service 30 minutes from onboarding consultancy onboarding metrics (speed of receipt of approved based on customer consultancy based on answering, calls notification with 2 hour required response customer required abandoned, etc.) next resolution action. times. response times. Service requests are All tickets are entered Service requests are automatically in the MCS for audit, automatically generated generated in the MCS Level 3 governance and in the MCS where there where there is a escalations Tickets logged tracking of reverse is a proactive – proactive monitoring incident / request repair logistics monitoring service in service in place, processes specific to place, based on agreed based on agreed the customer service customer service customer service framework. definitions. definitions. Daily movement and Daily movement and Daily movement and repairs movement repairs movement repairs movement reporting with monthly reporting with monthly reporting with monthly Service Delivery Service Delivery Service Delivery Reporting performance and performance and performance and Asset Asset Management Asset Management Management reporting. reporting. Refer reporting. Refer Refer appendix for appendix for available appendix for available available reporting. reporting. reporting. 7 days x 24 hours MCS platform Monday to Friday, 7 days x 24 hours where there is an availability 8.30am to 5.30pm where there is an Grade of Service agreed proactive plus EST, excluding agreed proactive metric monitoring and Victorian Public monitoring service in service agreement in Holidays place. place. Service Level targets above operate during the Service Desk availability times described in clauses 2.42, 2.43 and 2.44 above. Service Level targets will not apply in relation to any period of scheduled maintenance.
reporting. available reporting. reporting. Level 3 escalations Hours of operation Monday to Friday, 8.30am to 5.30pm EST, excluding Victorian Public Holidays To be agreed during onboarding consultancy based on customer required response times. To be agreed during onboarding consultancy based on customer required response times. Grade of service metrics (speed of answering, calls abandoned, etc.) 30 minutes from receipt of approved notification with 2 hour next resolution action. To be agreed during onboarding consultancy based on customer required response times. To be agreed during onboarding consultancy based on customer required response times. Tickets logged – incident / request All tickets are entered in the MCS for audit, governance and tracking of reverse repair logistics processes specific to the customer service framework. Service requests are automatically generated in the MCS where there is a proactive monitoring service in place, based on agreed customer service definitions. Service requests are automatically generated in the MCS where there is a proactive monitoring service in place, based on agreed customer service definitions. Reporting Daily movement and repairs movement reporting with monthly Service Delivery performance and Asset Management reporting. Refer appendix for available reporting. Daily movement and repairs movement reporting with monthly Service Delivery performance and Asset Management reporting. Refer appendix for available reporting. Daily movement and repairs movement reporting with monthly Service Delivery performance and Asset Management reporting. Refer appendix for available reporting. MCS platform availability Grade of Service metric Monday to Friday, 8.30am to 5.30pm EST, excluding Victorian Public Holidays 7 days x 24 hours where there is an agreed proactive monitoring service in place. 7 days x 24 hours where there is an agreed proactive plus monitoring and service agreement in place. Service Level targets above operate during the Service Desk availability times described in clauses 2.42, 2.43 and 2.44 above. Service Level targets will not apply in relation to any period of scheduled maintenance.