Service Support Framework

Effective Date:  
November 9, 2022

The following terms apply to Counterparties who are Partners

Partner Support

The Partner and SecureCo will be jointly responsible for supporting the Service(s) in accordance with the Support Manual provided by SecureCo to the Partner from time to time or made available on SecureCo’s platform.

The Partner will be solely responsible for Level 1 and Level 2 Support as described in the Support Manual.  The Partner and SecureCo will be jointly responsible for Level 3 and Level 4 Support as described in the Support Manual.  ‍

Hours of Operation

SecureCo will provide partners with access to a Support Service Desk that is available on a 24x7x365 basis, accessible via the following channels: 

  • Self Service Portal
  • Email
  • Telephone

While the SecureCo Service Desk will use its best endeavours to respond to all requests on a 24x7x365 basis, only incidents deemed as Priority 1 or Priority 2 by SecureCo at its sole discretion will be escalated to SecureCo Level 3 on-call support.

Incident Response times
Priority Definition Response Target Resolution Target
P1 Total loss of functionality 30 minutes 4 hours
P2 Multiple Features/Services Impacted 1 hour 8 hours
P3
Single Feature/Services Impacted 2 hours 3 Business Days
P4
Informational/Non-Service Impact Related Request Next Business Day 5 Business Days

The timeframes referenced above commence when a Service ticket is validly raised in accordance with the Support Manual and will be paused if a ticket is changed to any of the following statuses or in accordance with any items specified in the Support Manual:

  • Waiting on Vendor – for products or services where a 3rd party vendor (e.g. telco provider) is used, SecureCo is waiting for additional information or a resolution from the vendor before work on the ticket can continue.
  • Waiting on Partner – SecureCo is waiting on the Partner service desk to provide additional information before work on the ticket can continue.
  • On Hold – Used when a Partner requests that a ticket remain open after the incident or problem has been resolved or has stopped occurring.‍
Automatic Closure of Tickets

When a ticket is placed on hold, the SecureCo Service Desk will seek regular updates with the appropriate party. After an elapsed period of time with no response, tickets will be closed automatically as follows:

  • 24 hours from on hold – email notification and a warning will be sent to the requester.
  • 48 hours from on hold – if the notification above does not result in the ticket being updated, the ticket will be closed automatically.
DOWNLOAD
Service Support Framework