Support and Service Levels
Ongoing Support
Standard business support hours are 9am-5pm Monday to Friday, except public holidays.
First level initial point of contact end user support is provided by the customer’s organisation. OwnTime Hosting includes second level support (escalated Identification and reporting of bugs as well as patch deployment) for hosted solutions.
Security Updates and Patches
Security updates and patches for guest operating systems are performed as required. The frequency is outside of Intersect’s control, though biannually is typical for a stable application system. Planned downtime windows are communicated in advance prior to commencement. Where issue resolution requires deployment of a version of software or configuration, a release plan will be created in conjunction with the customer. This ensures disruption is minimised and release risks are mitigated.
Raising an Issue
Incidents are reported by logging a ticket at help.intersect.org.au or by sending an email to help@intersect.org.au. Issue reports ideally include:
| Sample steps to reproduce |
Sample helpful contextual information |
- Environment used (production, staging, test)
- Expected vs actual behaviour of the system
- Date/time of the occurrence
(to help with log analysis)
|
- OS and browser details
- Username and role
- Data being worked with at the time of error
- Screenshots
- URL of the problem area
|
Resolving an Issue
Our helpful Operations team will provide an initial response that usually involves contacting you to initiate triage. Typically further responses will be sent to establish:
- Confirmation that the problem is understood and reproducible.
- If the solution is known and straightforward, a plan as to how the problem can be fixed, including what needs to be done to deploy locally.
- If the solution is not immediately obvious, an estimate of time needed to investigate.
Our teams will next diligently work the problem, providing regular updates via Help.intersect.org.au. Support and resolution of production issues take priority over ongoing project work. The size, scope and time to resolve software issues is varies and we will leave no stone unturned to progress as fast as possible, subject to upstream supplier and other technical dependencies.
Service targets
|
Incident First Response
|
Backup Recovery Point Objective |
Backup Recovery Time Objective |
|
1 business day
|
1 elapsed day |
1 business day
|
| The maximum amount of elapsed time from when a ticket is raised to first contact |
The maximum amount of data missing after restoring from the most recent backup. |
The maximum amount of time elapsed before restored data is accessible.
|
