Experian (Data Quality) UK&I Support Policy

Transcription

1 Experian (Data Quality) UK&I Supprt Plicy

2 Cntents page 1 Intrductin 1 2 Explanatin f terms 1 3 Terms f Technical Supprt 2 4 Availability f Technical Supprt 3 5 Prvisin f Technical Supprt 4 Appendix A- Supprt Lcatin 7 Cntact details 8

3 1 Intrductin This Supprt Plicy (this Plicy ) shuld be read in cnjunctin with the Experian (Data Quality) Standard Terms and Cnditins entered int between Experian (Data Quality) and yur rganisatin The purpse f this Plicy is t describe the availability and level f Technical Supprt yu can expect frm Experian (Data Quality) UK&I and yur respnsibilities t enable Experian (Data Quality) t deliver Technical Supprt 2 Explanatin f terms Any capitalised terms in this Plicy are t be interpreted as defined in the Experian (Data Quality) Standard Terms and Cnditins, save where t the cntrary belw; Term Descriptin Bespke Prducts and/ r Integratin Services Cuntry f Operatin Defect Escalated Case Experian (Data Quality) Hsted Experian Materials Extended Supprt Bespke prducts r services created by Experian (Data Quality) n yur behalf, and nt cvered by this Plicy The cuntry in which the Platfrm and Experian Materials are based in A fault with the Experian Materials as reasnably determined by Experian (Data Quality) A Technical Supprt case that has been raised with Experian (Data Quality) s Prduct Develpment team fr the prvisin f further technical investigatin Experian (Data Quality) Experian Materials r cmpnents f Experian Materials that are hsted by Experian (Data Quality) Technical Supprt beynd the scpe f this Plicy Infrastructure Supprt The Technical Supprt Experian (Data Quality) ffers in relatin t the lss r degradatin f service frm Experian (Data Quality) Hsted Experian Materials Initial and On-ging Respnse Times Installed Experian Materials Integrated System Interacting Sftware The time frame in which we will endeavur t respnd t yur initial request frm Supprt Services, and, where a specific respnse time windw has nt been specified, the time interval within which we will aim t cmmunicate regarding yur request Experian (Data Quality) Experian Materials r cmpnents f Experian Materials that have been installed lcally A system that the Experian Materials are integrated int Sftware, hardware r data interacting with July 2018 Cpyright Experian Limited

4 the Experian Materials Live Envirnment The Platfrm, Experian Materials and Interacting Sftware cmbinatin that is currently in use by individuals fr peratinal purpses Platfrm The cmbinatin f sftware and hardware that runs the Experian Materials Plicy Supprt Lcatin Supprt Services Target Reslutin Time Technical Supprt The UK&I Supprt Plicy, this dcument The Supprt Services department based in yur Cuntry f Operatin, r where unavailable, an apprpriate technical team The team prviding technical supprt The time frame in which we will endeavur t reslve an Infrastructure Supprt call The supprt Experian (Data Quality) ffer in relatin t the Experian Materials as detailed in this Plicy and mre specifically at sectin 5 Test Envirnment The Platfrm, Experian Materials and Interacting Sftware cmbinatin used fr testing purpses The Experian (Data Quality) Standard Terms and Cnditins The license terms and cnditins agreed at the pint f sale f the Experian Materials 3 Terms f Technical Supprt 31 Eligible licenses, prducts and services This plicy applies t Experian Materials used in accrdance with ur bligatins and yur respnsibilities belw This Plicy des nt apply t prducts licensed via third parties r fr Bespke Prducts and/r Integratin Services Experian Data Quality des nt prvide Technical Supprt fr yur Platfrm, Interacting Sftware; and any mdificatins made t the Experian Materials, ther than thse made by Experian Data Quality (excluding Bespke Prducts and/r Integratin Services) 32 Our Obligatins We aim t prvide Technical Supprt as detailed within sectin 5, during the availability perids described within sectin 4, fr the Experian Materials, PROVIDED THAT the request fr Technical Supprt is reasnable A request fr Technical Supprt is cnsidered reasnable if: The request is fr peratinal advice by telephne, , remte access (using Experian Data Quality remte tls) r the Experian Data Quality supprt website fr the purpse f reslving yur difficulties and queries in using the Experian Materials r relating t a fault which yu believe is attributable t the Experian Materials riginally supplied by us July 2018 Cpyright Experian Limited

5 N Fees payable by yu shall be verdue and unpaid at the time f the request 33 Yur respnsibilities Our ability t prvide Technical Supprt t the level defined within sectin 5 will be dependent n ensuring that: The Experian Materials have been installed and cnfigured fllwing the guidelines prvided in the relevant Dcumentatin Individuals are prperly trained in the use f the Experian Materials, the Platfrm and any Interacting Sftware A nminated individual has been appinted t install Data Set Updates and/ r manage Electrnic Updates and t act as the cntact fr all cmmunicatins related t Technical Supprt between yur rganisatin and us Yu have infrmed us f any changes t the nminated individual r t their cntact details Yu have access t the Installed Experian Materials during the availability perids described within sectin 4 Yu have access, fr integrated Experian Materials, t the surce cde, develpment dcumentatin and suitably trained individuals All reasnable instructins prvided by us are implemented The latest versin f all Data supplied by us has been installed and is peratinal Yu have given us reasnable ntice f any changes t yur Platfrm r Interacting Sftware that may affect the prvisin f this Plicy Yu hld current supprt agreements with the manufacturers f yur Platfrm and Interacting Sftware New Versins r New Releases f the Experian Materials have been successfully tested t yur satisfactin in a suitable Test Envirnment prir t being implemented in yur Live Envirnments 34 Extended Supprt Where Extended Supprt has been arranged, this Plicy will be altered in accrd with the Special Terms as agreed between us at the time f purchase 35 Expiry f Technical Supprt Technical Supprt is prvided fr the Experian Materials fr a perid described in the End f Service Life Plicy 4 Availability f Technical Supprt 41 Service hurs Technical Supprt fr Experian Materials, via and telephne, is prvided during business hurs f the Supprt Lcatin, specified in Appendix A- Supprt Lcatin July 2018 Cpyright Experian Limited

6 5 Prvisin f Technical Supprt 51 Supprt fr Installed Experian Materials 511 Technical Supprt 5111 Descriptin A Technical Supprt case is a request lgged by yu with the Supprt Services department fr peratinal advice fr the purpse f reslving yur difficulties and queries in using the Installed Experian Materials 5112 Estimates respnse times Initial and Onging Respnse Times fr Technical Supprt calls, raised via phne r , are within 1 business day f the Supprt Lcatin 512 Errr Crrectin 5121 Descriptin An errr crrectin call is a request lgged by yu with the Supprt Services department which results in a Defect within the Installed Experian Materials being identified Alternatively, an errr crrectin call is a request lgged by yu t investigate what yu believe t be a Defect within the Experian Materials 5122 Estimates respnse times Errr crrectin calls are priritised upn receipt by the Supprt Services department f the Supprt Lcatin The pririty levels are defined as fllws: Pririty Pririty descriptin Initial and Onging Respnse Times Pririty 1 A defect within the Installed Experian Materials has 1 business hur caused yur Platfrm r an Integrated System t be unavailable t all users and the inability t use the Platfrm r Integrated System critically impacts yur peratins Pririty 2 A Defect within the Installed Experian Materials has caused the Installed Experian Materials r a business critical cmpnent f an Integrated Systems t be unavailable t all users and the inability t use the Installed Experian Materials r cmpnent critically impacts yur peratins 2 business hurs July 2018 Cpyright Experian Limited

7 Pririty 3 A Defect within the Installed Experian Materials has caused the Installed Experian Materials t be unavailable t a single user and the inability t use the Installed Experian Materials critically impacts yur peratins 4 business hurs Pririty 4 A Defect within the Installed Experian Materials has partially limited the functinality f the Installed Experian Materials fr ne r mre users 1 business day 52 Supprt fr Experian (Data Quality) Hsted Experian Materials 521 Technical Supprt 5211 Descriptin A Technical Supprt call is a request lgged by yu with the Supprt Services department fr the peratinal advice fr the purpse f reslving yur difficulties and queries in using the Experian (Data Quality) Hsted Experian Materials 5212 Estimated respnse times Initial and Onging Respnse Times fr Technical Supprt calls, raised via phne r , are within 1 business day f the Supprt Lcatin 522 Infrastructure Supprt 5221 Descriptin An Infrastructure Supprt call is a request lgged by yu with the Technical Supprt department t investigate a lss r degradatin f service frm Experian (Data Quality) Hsted Experian Materials 5222 Estimated respnse and reslutin times Infrastructure Supprt calls fr Experian (Data Quality) Hsted Experian Materials are priritised upn receipt by the Supprt Services department Pririty Pririty descriptin Initial and Onging Pririty 1 Pririty 2 The cmplete lss f service frm Experian (Data Quality) Hsted Experian Materials Partial lss f service frm Experian (Data Quality) Hsted Experian Materials resulting in ability t functin, Target Reslutin Respnse Times Time 30 minutes* 2 hurs 1 hur* 6 hurs July 2018 Cpyright Experian Limited

8 but at a reduced level Pririty 3 Service event related t Experian (Data Quality) Hsted Experian Materials that des nt affect ability t functin 1 business day 7 business days *Initial and nging respnses fr pririty 1 and 2 infrastructure calls may be made via nn-direct means, such as an nline status page 53 Pririty assignment The pririty assigned t Installed Experian Materials errr crrect calls and Experian (Data Quality) Hsted Experian Materials Infrastructure Supprt calls is at ur sle discretin and is based n ur understanding f the Defect r service event If yu are unsatisfied with the pririty that has been assigned t yur call, yu are entitled t discuss the pririty assignment with the manager f the Supprt Services department July 2018 Cpyright Experian Limited

9 Appendix A- Supprt Lcatin Cuntry f Operatin Supprt Lcatin, Language and Hurs f Business United Kingdm and Ireland Technical Supprt is prvided in English frm Experian (Data Quality) ffices in Lndn between 08:30 and 18:00 Mnday t Friday, except England and Wales Public hlidays July 2018 Cpyright Experian Limited

10 Cntact details If yu have any questins regarding the prpsal, please d nt hesitate t cntact: Technical Supprt Experian (Data Quality) 6th Flr Friars Huse 60 Blackfriars Rad Lndn SE1 8EZ T +44 (0) E uksupprtqas@experiancm W wwwedqcm/uk/supprt July 2018 Cpyright Experian Limited

11 Registered ffice address: The Sir Jhn Peace Building Experian Way NG2 Business Park Nttingham NG80 1ZZ United Kingdm wwwexperiancuk