What is the Service Desk?
Our Service Desk is made up of technical analysts who have a wealth of knowledge and experience when it comes to recruiting and staffing software, CRM, ATS and Recruitment technology . They provide excellent customer service, knowledge and support and are dedicated to resolving all technical issues and how-to queries related to our recruitment software products as quickly as possible.
This service is covered in your monthly recruitment software subscription as standard, however, does not cover any issues or queries relating to third-party products such as software (e.g. Microsoft Office products) or hardware. These types of issues should be raised directly with your internal or external IT support contact(s). We are happy to liaise with your IT support contact(s) should there be a mutual issue or query.
Who should contact the Service Desk?
You should ideally nominate a dedicated recruitment CRM representative from your company to take responsibility for reporting, managing and monitoring all issues and queries reported to the Service Desk. Many of our customers adopt this approach as best practice as it is a much more efficient use of time and mitigates any miscommunication between companies.
We appreciate that this is not always possible due to holiday and sickness and in these circumstances, we would ask you to appoint a replacement representative.
How can they contact the Service Desk?
Our Service Desk can be contacted via email help@itris.co.uk
Office Hours: 08:30 – 17:00 Monday to Friday (excluding Bank Holidays).
What information will they need to provide?
When reporting an issue or query to the Service Desk, it’s important that your representative provides as much detail as possible including:
- A clear and detailed explanation of any issue or query
- The steps that were taken that resulted in an issue
- Whether or not the issue can be replicated
- How long the issue has been occurring for
- Details of who the issue is affecting
- A screen grab of any error messages
What are the response and resolution times?
We will make reasonable efforts to respond to Support Service requests submitted via the Service Desk. The Service Desk Analyst will assess and categorise the severity of each issue based on the matrix below. We will then use reasonable efforts to resolve the issue in line with the corresponding response times outlined in the matrix.
All Support Services will be provided remotely unless expressly agreed otherwise by the Provider.
Limits on Support Services
Where the total person-hours spent by the Provider performing the Support Services (excluding fault based support) during any month exceed 30 hours, then:
(a) the Provider will cease to have an obligation to provide those Support Services to the Customer during that period; providing that
(b) the Provider may agree to provide additional such Support Services to the Customer during that period, but the provision of such services will be subject to payment by the Customer of additional Charges at the Provider’s standard hourly rates from time to time.
The Provider shall have no obligation under this Agreement to provide Support Services in respect of any fault or error caused by:
(a) the improper use of the Platform; or
(b) the use of the Platform otherwise than in accordance with the Documentation.
Back Up and Restoration
The Provider will:
(a) Perform full daily back-ups which will be retained for at least 14 days; and
(b) at least once every 7 days, arrange for the off-site storage of a current back-up of the Client Data stored on the Platform
In the event of the loss of, or corruption of, Client Data stored on the Platform and you notify The Provider in accordance with the Technical Support section, The Provider shall, if you so directed, use reasonable endeavors promptly to restore the Client Data from the most recent available back-up copy.
Uptime Commitment
The Provider shall use reasonable endeavours to ensure that the Platform is available 99.8% of the time during each calendar month.
Platform uptime shall be calculated as all uptime including planned maintenance where prior notice of at least 7 days has been given and where the planned maintenance does not exceed a total duration of 30 minutes in total.
Planned maintenance is defined as critical maintenance to the operating systems, database management software or web application in order to prevent security breaches or functional malfunction such as patches issued by the system vendors.
In the event that, during a calendar month entirely within the Term, the Platform fails to meet the availability commitment set out in Paragraph then the Provider shall issue service credits calculated to the Customer, such service credits to be deducted by the Provider from future Charges.
The services credits due in respect of a calendar month shall be calculated as follows:
service credits = (100 – a) x b
where:
a = the actual percentage availability of the Platform during the relevant calendar month; and
b = the Charges payable in respect of access to the Platform during the relevant calendar month (exclusive of VAT and other taxes).
The maximum service credits available to the Customer in respect of any calendar month shall be the total Charges payable in respect of access to the Platform during the relevant calendar month (exclusive of VAT and other taxes).
The award of service credits under this section shall be the exclusive remedy of the Customer in the case of a failure of the provider to meet the uptime commitment except in the case of a failure constituting a material breach of this Agreement.
98%
Of our customers rated our service desk excellent
The Best Recruitment CRM Software Support by itris
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