Our Service Commitment
URSI is committed to providing reliable, professional, and responsive technical support services to help clients maintain secure and efficient technology operations.
A. Service Definition
The IT services to be rendered by URSI to the CLIENT shall be Local Support Services defined as technical support and assistance provided through electronic mail, phone, or on-site presence for troubleshooting, configuration, updates, upgrades, and performance checking of agreed technologies and systems.
Technical support and assistance provided by URSI are limited to analysis and recommendations. Implementation or fulfillment of recommendations shall be considered Out-of-Scope Services and shall be billed separately.
B. Scope of Support
The solutions, technologies, and locations covered under Local Support Services are identified and documented under Annex A - Support Coverage.
C. Scope of Local Support Services
Service Desk Operations
- URSI Service Desk serves as the single point-of-contact for CLIENT support requests.
- Support requests are managed through URSI's electronic ticketing system, email, and telephony systems.
- All requests follow the approved Support Process Workflow.
Support Coverage
- Technical support through email, phone, and remote access.
- Assistance to CLIENT IT teams for problem diagnosis and resolution.
- Support for implementation and maintenance activities.
- On-site support for Severity 1 incidents when remote resolution is not possible.
Support Levels
Level 1 Technical Support
First-line support involving problem identification, requirement understanding, initial diagnosis, and basic troubleshooting.
Level 2 Technical Support
Advanced troubleshooting involving complex problem identification, in-depth diagnosis, and resolution assistance.
Level 3 Technology Support
Support requiring third-party vendor involvement for bug fixes, patches, or advanced engineering solutions.
Level 4 Technology Support
Official product fixes, features, and capabilities delivered by the technology vendor.
D. Severity Levels
| Severity | Description |
|---|---|
| Severity 1 - Urgent | Critical production issue causing system outage, major business impact, or loss of production data without workaround. |
| Severity 2 - High | System operating with severe limitations affecting business productivity. |
| Severity 3 - Medium | Partial functionality loss with limited operational impact. |
| Severity 4 - Low | General questions, enhancements, or requests with no operational impact. |
E. Response Time Commitments
| Severity Level | Response Time |
|---|---|
| Severity 1 | 90 Minutes |
| Severity 2 | 6 Business Hours |
| Severity 3 | 1 Business Day |
| Severity 4 | 2 Business Days |
URSI Business Hours are from 9:00 AM to 6:00 PM, Monday to Friday.
F. Out-of-Scope Services
The following services are not covered under Local Support Services unless covered by a separate agreement:
- Unsupported or unlicensed software.
- Hardware covered by manufacturer warranty agreements.
- Network appliances covered by vendor maintenance contracts.
- Operating system reinstallation.
- Software procurement and maintenance not provided by URSI.
- Code development.
- System and network design.
- Security policy implementation.
- Technology preview features.
Client Responsibilities
- Provide required access and facilities needed for support activities.
- Maintain proper usage and care of supported systems.
- Maintain backups according to industry best practices.
- Assign authorized points-of-contact for support coordination.
- Provide complete information regarding reported incidents.
Support Process Workflow
- Incident Identification
- Incident Logging
- Service Request Handling
- Incident Prioritization
- Initial Diagnosis
- Incident Escalation
- Investigation and Diagnosis
- Resolution
- Incident Closure