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The Sitepass service levels (SSL) outline the support provided for support requests, incident management and self-help of Sitepass. Sitepass SSL accompanies the Sitepass service agreement, available at https://mysitepass.com/legal/terms-and-conditions/ and the Sitepass platform service levels available at https://mysitepass.com/legal/service-levels/.

The SSL defined remains valid until superseded by a revised version.

Goals and objectives

The purpose and goal of the SSL is to ensure that the proper elements and commitments are in place to provide consistent support of Sitepass to our clients and users.

The objectives of the SSL are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise and measurable description of service provision to the customer.
  • Match perceptions of expected service provision with actual service, support & delivery.

Periodic review

The SSL is valid from the effective Date outlined herein and is valid until further notice. This will be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current support policy will remain in effect.

Contents of this SSL may be amended as required, and 30 days prior communication will occur to all affected parties.

Support Plans

Sitepass provides standard and premium support plans, and information on the pricing plans is available at https://mysitepass.com/pricing/.  The additional paid premium support is flagged below with the [PREMIUM].


Support service, tiers, escalations and requests

Support requests move through the following (refer diagram below) support tiers. Details of what is included, excluded and conditions for each tier and its support service are outlined as follows:


TIER 0 – SELF SERVICE

Self-help guides and online in system support are provided to all users from Sitepass. The self-help available includes:

Knowledgebase/ FAQ Sitepass offers a library of documentation on the use of platform functionality. The knowledgebase is updated with each new feature or change introduced through a release.
https://support.mysitepass.com
Status page Sitepass provides updates on scheduled maintenance, any infrastructure incidents and platform availability via a status page.
Users can subscribe to the status page to receive updates regarding service availability and scheduled maintenance.
https://status.mysitepass.com
Release notes Sitepass provides updates on all product changes via the product release notes.
Prior notification of all changes aligns with the release classifications in the platform service levels.
https://release.mysitepass.com
Pre-recorded webinar training Sitepass run regular live webinars on various products, and the recordings of these webinars are available for downloading and viewing.
https://support.mysitepass.com
Integration documentation Sitepass provides access to the full list of integration APIs that can be used to source information from Sitepass or update information into Sitepass.
Limits imposed with the integrations can be viewed in the platform service levels.
https://app.mysitepass.com/wms/apidoc/#sitepass-api/
Personal webinar training
[PREMIUM]
Personalised webinar training is included as part of the premium support with the following conditions:

  • 4 personalised webinar training is included annually.
  • Each training session is limited to 2 hours in length
  • The client is required to provide an outline detailing the training requirement, the key messages and dates/ times for the sessions to be held.
  • All registered attendees with receive reminder emails when the session is approaching
  • All registered webinar attendees will receive an email post the session with a link to the video to the recorded session.
  • Webinars can be delivered within Monday to Friday 6AM – 9PM Australian central standard time.

TIER 1 – SERVICE DESK

Service Desk head office is based in Adelaide, South Australia. Additional support services are also provided from London, United Kingdom and the Philippines.

Service desk hours – Service desk is available from:

Australia Monday to Friday 24 Hours
United Kingdom Monday to Friday 24 Hours
New Zealand Monday to Friday 24 Hours
United States Monday to Thursday
Friday
24 Hours
12AM – 7PM

Support Request

The client or end user may submit a query, report errors or abnormal behavior of the service by contacting Sitepass service desk. The Sitepass service desk can be contacted through the following options:

Support ticket From within Sitepass the client/ user can submit a query or incident via the in-system support form. A ticket will be created for all queries and incidents raised in the Sitepass ticket system, and the sender will receive an email with a case number on submission.
In system form
In system chat From within the client/ user can chat directly with the service desk via the in-system chat service. The chat will be manned in line with the service desk hours
In system chat
Email Support tickets can be raised directly through email support@mysitepass.com. For all emails received a ticket will be created in the ticket system. The sender will receive an email with the case number on submission.
Phone support Clients will be able to contact the service desk by phone:

  • The phone number to call is available in-system and on mysitepass.com
  • If calling the support number and all lines are busy, the caller can leave a voice message and the call will be returned within the same day.

Australia: 1300 898 976
New Zealand: +64 800 287 269
United Kingdom: + 44 808 1890694
United States: +1 888 487 4912

Support request submission details

The client will provide information to Sitepass service desk as reasonably required to provide Support, and must include the following:

  • Aspects of the service that are unavailable or not functioning correctly
  • Incident’s impact on users
  • Start time of Incident
  • List of steps to reproduce Incident
  • Relevant log files, data or links
  • Wording of any error message
  • Screenshots or used assets or files, or
  • User’s browser does not align to the supported browser in the PSL

Support request response

Sitepass support personnel will assign a severity level to each support request and seek to provide responses (either an immediate resolution or detail of an ongoing investigation towards resolution) in accordance with the table below.

Severity Level Description Target Response Times (within business hours) Target Response Times [PREMIUM] (within business hours)
1.Critical Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available. 4 hours 2 hours
2.High Service is responding and functional, but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users. 8 hours 4 hours
3.Medium Service is affected, Users are inconvenienced but can work. 24 hours 8 hours
4.Low Non-critical issue; no significant impact on performance of the Service but user experience may be affected. 2 business days 1 business day

Support request exclusions

SitePass service desk will have no obligation to provide support if a support request arises from:

  • use of the service by client/ user in a manner not authorised in the services agreement or the applicable documentation
  • general internet problems, force majeure events or other factors outside of SitePass’s reasonable control
  • customer’s equipment, software, network connections or other infrastructure, or
  • third party systems act or omissions.

TIER 2 – PRODUCT SUPPORT

Finance (2A)

When a support request is unable to be resolved by the service desk and is identified to be a financial issue, the support request will be escalated to finance support.  Finance support will be able to assist within regional business hours, with the following:

  • Billing enquiries and disputes
  • Invoicing and payments
  • Refunds or cancellations

In order to receive financial support, the business owner or an administration user of Sitepass who has permission to access billing will be able to submit and receive financial support of their Sitepass account.

Technical support (2B)

When a support request is unable to be resolved by the service desk and is identified to be a technical issue with the application, the support request will be escalated to technical support.

  • A ticket will be submitted with the technical team with the request details provided.
  • The ticket will be assigned with a severity level and ticket reference provided to the client on response from the technical support.
  • Service desk will identify a work around if one exists
  • A resolution time frame will be provided within the following response times:
Severity Level Target Response Times
(within business hours)
Target Response Times [PREMIUM] (within business hours)
1.Critical 24 hours 8 hours
2.High 2 Business days 1 Business day
3.Medium 3 Business days 2 Business days
4.Low 5 Business days 3 Business days

Configuration (2C) [PREMIUM]

Premium support plan includes the following configuration support:

Dedicated customer success manager All clients with premium support will be assigned a dedicated customer success manager to assist with configuration and implementation support:

  • A customer success manager will be appointed and contact within 24 hours of purchasing the premium support plan.
  • Customer success managers are based in Australia and UK, and meetings will be scheduled to allow for differences in time zones between Sitepass team and the client.
  • Customer success managers are available for support between regional business hours (9AM and 5PM Monday to Friday).
Configuration support 20 hours of configuration support is provided on an annual basis, and this support is provided by the customer success manager, and includes:

  • Form design and configuration
  • Batching existing form data
  • Setup of workflows and work requirements
  • Assisting with self-authoring courses in activity builder
  • Rollout and change management
  • Developing a communication plan
Integration support Support can be provided for integration between Sitepass and a client’s system. Integration support is available between regional business hours (9AM and 5PM Monday to Friday), Includes:

  • Scheduled meeting with a software developer to discuss technical requirements
  • Development of an integration plan that outlines the flow of data and APIs to use
  • Single sign on setup

Sales (2D)

When a support request is unable to be resolved by service desk (Tier 1) and is identified to be a sales enquiry, the support request will be escalated to a solutions consultant.

  • A solutions consultant will be appointed, and contact made within 24 hours of being assigned.
  • Customer success managers are based in Australia and UK, and meetings will be scheduled to allow for differences in time zones between Sitepass team and the client.
  • Solutions Consultants are available for support between regional business hours (9AM and 5PM Monday to Friday).

TIER 3 – HOSTING AND EXTERNAL VENDOR SUPPORT

Hosting (3A)

When a support request is unable to be resolved by technical support (Tier 2B) and is identified to be a hosting issue with the infrastructure, the support request will be escalated to hosting support.

  • A ticket will be submitted with the infrastructure team with the request details provided.
  • The ticket will be assigned with a severity level and ticket reference provided to the client on response from the technical support.
  • Service desk will identify a work around if one exists
  • A resolution time frame will be provided within the following response times:
Severity Level Target Response Times (within business hours) Target Response Times [PREMIUM] (within business hours)
1.Critical 4 hours 2 hours
2.High 8 hours 4 hours
3.Medium 24 hours 8 hours
4.Low 48 hours 24 hours

External Vendor (3B)

When a technical support incident is identified as an infrastructure/ hosting issue, the incident will be escalated to hosting support (3B).