Support and SLA
Summary
Support for K is provided by the Owkin Service Desk team to the following target Service Level Agreements (SLAs).
Summary
The support hours are 9:00 AM to 6:00 PM Paris time
There 2 contact methods:
Raising a ticket via email at [email protected]
Raising a ticket through the Service Desk Portal
Raising a Request
The customer shall send an email to the Service Desk as per the details above. The customer shall provide as much information as possible in the request, including:
Customer contact details i.e. phone number & email address.
Detailed description of the request/issue.
Where possible, step-by-step instructions to reproduce the issue.
Where possible, the date and time of when the incident occurred.
In consultation with the customer, Owkin shall set the Priority of the Incident (1, 2, 3, 4), each of which is listed below:
Priority 1: Application is down – all customers are unable to access the application.
Priority 2: A large number of customers is impacted, no workaround has been identified.
Priority 3: Important, but the customer has a workaround.
Priority 4: Not important or urgent, however, will need to be resolved. Includes general questions and technical guidance.
A ticket will be created and customers will receive a receipt of acknowledgement email as defined by the Priority and associated SLA. Service Desk will track and manage ticket through to resolution.
Note there are two methods of uploading files to Owkin Service Desk:
Attach the file when logging the Service Request.
If the file(s) cannot be uploaded directly to the Service Request then please email the file(s) to [email protected] quoting the Service Request number in the subject line. Contact the Service Desk to let them know you have sent the file(s).
Support SLAs
The table below details the SLA response and resolution time per Priority:
Priority2
2 hours
8 hours
Priority3
2 hours
16 hours
Priority4
2 hours
75 hours
Priority 1 (P1) Incident Communication
An initial outage notification will be emailed to all customers.
Updates will be provided every 30 minutes via email.
On resolution, all customers will receive an email informing them that the incident has been resolved.
A major incident report will be provided to the key customer contacts detailing the incident timeline, root cause and actions taken to stop future incidents reoccurring.
Priority 2 (P2) Incident Communication
Customers will be informed of the Service Request reference number via email.
Customers will be updated with progress at least daily.
When a comment is added to the Service Request this will be shared with the customer. Unless it contains Owkin restricted information.
Customers will be informed of resolutions or workarounds as soon as possible.
The Service Request will not be closed until the customer confirms that the Service Request has been completed.
Priority 3-4 (P3-4) Incident Communication
Customers will be informed of the Service request reference number via email.
Customers will be updated with progress at least twice weekly.
When a comment is added to the Service Request this will be shared with the customer. Unless it contains Owkin restricted information.
Customers will be informed of resolutions or workarounds as soon as possible.
The Service Request will not be closed until the customer confirms that the Service Request has been completed.
Availability
Owkin operates to a target monthly availability figure of 95%, excluding planned downtime.
Maintenance
When not hosted in partnership with a customer, K Pro is fully maintained by Owkin with the software and infrastructure regularly updated to deliver updated features.
Planned maintenance may be required and this will be scheduled to minimise impact on customers, and aims to be within the availability targets. Customers will be notified a week in advance.
Occasionally unplanned maintenance may be required to address an urgent issue. Owkin will keep disruption within SLAs for customers and notify as soon the need is identified, as well as after the maintenance is completed.
Last updated