This schedule forms a part of the Agreement and contains the Service Level Agreements of Xift’s cloud-based Unified Mail Communication service.
1. Hours of Business
The standard hours of business for Xift customer services are 9am through to 6pm running Monday to Friday, excluding public holidays (UK).
2. Out of Hours Support
For issues that require immediate attention out of hours support is available with details of this in the contact methods section below.
3. Contacting Xift Support
The following methods are available for contacting Xift Customer Services:
| During Business Hours | Outside of Business Hours | |
|---|---|---|
| Website | Preferred for non critical issues | Preferred for non critical issues |
| Available 24 hours / day | Available 24 hours / day |
a) Website: A self service portal will be available and details will follow shortly.
b) Email: The customer services team can be reached via support@xift.co.uk
c) Telephone: A telephone number will be made available to premium customers to enable direct access to the customer services team.
4. Support Issue Levels
The following section will help in identifying whether an issue will be resolved only during business hours or whether it will receive out of hours support.
5. Definition of Levels
The following section will help in identifying whether an issue will be resolved only during business hours or whether it will receive out of hours support.
a) Critical: Interruption making a critical functionality inaccessible or a complete network interruption causing a severe impact on services availability. There is no possible alternative to access the service.
b) Important: Critical functionality or network access interrupted, degraded or unusable, having a severe impact on services availability. No acceptable alternative is possible.
c) Normal: Non-critical function or procedure, unusable or hard to use having an operational impact, but with no direct impact on services availability. A workaround is available.
d) Low: Application or personal procedure unusable, where a workaround is available or a repair is possible.
6. Recommended Contact Methods
| Business Hours | Out of Business Hours | |
|---|---|---|
| Critical | ||
| Important | ||
| Normal | Website | Website |
| Low | Website | Website |
7. Critical Examples
A critical issue is one that has resulted in the loss of service. For the Xift solution this entails one of the following situations:
a) No Inbound Email: No email is being received by the client email system from an outbound source. A simple test where a free email service (i.e. hotmail, gmail) is used to email the affected email system and confirm the delivery should be tried before contacting support. More than one mailbox should also be tried on that email system to ensure that the issue is not with the mailbox that is being investigated.
b) No Outbound Email: No email is being sent from the email system to external mailboxes. The email system in question should first of all confirm that it has connectivity to the internet and that the Smarthost is still configured correctly.
8. Important Examples
The important issues will exclude any issues that affect the flow of email but will generally relate to all other functionality supported by the Xift system when the loss or severe degradation in this functionality is experienced.
a) Archive Features: The ability to search and retrieve data from the archive is included in the important services. Typically email is recovered from the archive because it has been lost or destroyed in the active email system. Typically the retrieval of this data does not need to happen instantly.
b) Virus Scanning: If a virus is identified that has arrived by email into an email system supported by the Xift solution then this should be treated as an important issue and reported immediately.
c) Administration Interface: If an issue affects the administration screens and prevents the domain administrator from servicing their user requests then this should be treated as an important issue. It is important that prior to reporting this issue multiple user accounts, desktop clients and browsers have been tried and the same issue reported in all attempts.
9. Normal Examples
Examples of normal issues will affect a service but with an operational workflow available.
a) Notifications: If a client is not receiving all notifications this should be treated as a normal issue. The details of who has been affected and the date / time that the expected notification was not received should be reported.
b) Mailbox Synchronisation: The mailbox synchronisation assists in keeping the list of support email addresses up to date. It is also possible to add these manually and the Xift system will also add a new email address if it detects an outbound email from an email address that is not already registered. Because these alternatives are available the Mailbox Synchronisation is to be treated as a Normal issue.
c) Email Footer Failure: If the email footer is failing to appear on outbound email then this should be reported as a normal issue.
d) False Positive Spam Filtering: When legitimate email is treated as spam and the customer wishes to report this then it should be logged as a normal issue. Additional guidelines will be provided on how to analyse why the filters blocked the email.
10. Low Examples
Low examples are typically syntax in text, formatting of data displayed or email footers generated or an issue pertaining to a specific browser version that is not seen on others.