Let s Connect Successfully working together

Let s Connect Successfully working together

In this handbook you will find the primary information that you ll need as a Brennan IT customer. Included are the processes we follow, Service Desk procedures, where to go for the most up-todate information and how to contact us. Your Brennan IT support team Client Manager First point of contact for general enquiries, pricing, billing and support. Connects you to a team of pre and post sales technical resources. Works with you to develop strategic Service Desk First point of contact for technical support, available 24/7/365. Certified IT engineers, aiming to resolve most calls the first time. Access an extensive knowledge base Service Manager/ Senior Consultant Responsible for the technical ownership of your environment. Your trusted advisor across all technical service delivery. Provides you with a high degree of business solutions and provide and pool of a wide variety of technical knowledge and experience across a ongoing technology education. expertise. broad range of technologies. Please note, this document does NOT constitute a contractual obligation on the part of either the customer or Brennan IT. This document is not intended to supplement or vary any of the terms of Brennan IT s contractual relationship with you, it is designed to guide you through all aspects of our relationship.

Provisioning, Processing and Improving Service Provisioning Process At the beginning of the provisioning process, our Service Delivery Team will contact you to confirm the technical details of your order. They will manage delivery timings, testing and the project handover. Project Management Larger and more technically complex projects will have a Project Manager assigned who will work with the Service Delivery Team to provide more comprehensive management of the end-to-end provisioning process. Billing Process Your billing arrangements will be outlined in your contractual agreement. If you have any questions with regards to billing, please contact your Client Manager. Cancellation Process To enquire about or confirm cancellation of services, please email us at: cancellations@brennanit.com.au Performance Improvements In order to continually improve and expand our core IT capabilities, we need to carry out regular enhancements and upgrades. Our team will perform maintenance work on Tuesdays and Thursdays between 9.00pm and 12.00am (excluding national public holidays). If there is an emergency requirement to instigate work outside of this time, every effort will be made to avoid any disruption during core service hours. If your services are expected to be impacted, a prior notification will be issued. Service Outages Unfortunately, unexpected faults do sometimes occur which may directly affect you. We will notify nominated contacts by telephone and/or email in these instances. As a follow up, incident reports will be provided where a major breach of your SLA has transpired, including an explanation of the problem, how it was resolved and any remedial action necessary to prevent reoccurrence. Feedback We work closely with our clients to understand and act on service issues as quickly as possible. To enable this we have the following in place for you to let us know how we re doing as we work together, and for Brennan IT to continue to drive quality improvements. 1. Ticket Survey When tickets are closed, the client contact will receive a confirmation email, and can follow a link to provide feedback on their experience. 2. Pulse Survey In order to periodically check in on your satisfaction with our service, we will add your organisations primary contact to our quarterly Pulse survey. This can be opted out of at any time, but we would love your feedback and will always follow up if there are any concerns. 3. Complaints - If our services still do not meet your expectations, please lodge a formal complaint in writing to service.complaints@ brennanit.com.au. We will respond to all complaints within 10 working days.! Should you plan to conduct works that may impact services provided by Brennan IT, a ticket should be raised for the affected site(s) with the Brennan IT Service Desk.

To Request IT Support 1 Contact the Service Desk on 1300 500 000 (within Australia) +612 8075 8510 (International) For lower priority support email: servicedesk@brennanit.com.au or visit: brennanitau.service-now.com/brennan_sp 2 We ll work with you to define your priority level A priority level is determined by the urgency and impact of an incident. Critical High Medium Low Planning E.g. Service needs to be restored a.s.a.p. AND multiple users are impacted. E.g. Service needs to be restored a.s.a.p. OR multiple users are impacted. E.g. Services affected but can be tolerated for a short time. E.g. The issue is non-service affecting. E.g. Service requests as opposed to incidents. 3 Resolution timeframes Priority Level Response Time* Progress Update Resolution Critical within 30 minutes Hourly High within 1 hours Every 2 hours Medium Planning within 2 business hours^ 1 business day Low within 3 business days 2 business days within 4 business days Timescale agreed with clients Resources applied 24/7 until resolved Resources applied in business hours until resolved Resources applied as per time frames agreed with client *Time between the support request being logged with Brennan IT and the correctly assigned person / people starting the resolution process. ^Monday to Friday: 8.00am - 6.00pm EST. Excluding Public Holidays. Escalation process If you require further escalation, please feel free to contact us depending on ticket priority via the details below or email escalations@brennanit.com.au Duty Manager Available 24/7 Priority levels: Critical and High. Available Business Hours All Priority levels Phone Number Head of Service Operations Available 24 hours after Duty Manager Escalation Priority levels: Critical and High. Phone Number +61 2 8075 8510 +61 414 656 112 1300 500 000 (within Australia) +61 2 8075 8510 (International)

Service Desk Our Service Desk provides around the clock, 24/7/365 support. Phone (within Australia): 1300 500 000 Phone (International): +612 8075 8510 Web: brennanitau.service-now.com/brennan_sp Email: servicedesk@brennanit.com.au To request support stickers for end users or assets, please request via your Client Manager. To download a copy of this document and more, visit brennanit.com.au/information-centre Online Tools Service Desk Dashboard The Brennan IT Service Desk portal provides you with access to the Brennan IT ticketing system. You can enter service requests or faults directly into the system, track the progress of open calls and gather information on the type of calls most frequently logged. Go to: brennanitau.service-now. com/brennan_sp My Brennan IT The My Brennan IT portal allows you to manage your network, DNS and email online, as well as monitor your link usage and alerts. Go to: mymy.brennanit.com.au Extranet The client extranet portal is a collaboration space between Brennan IT and you, where you can find contracts, monthly reports and meeting minutes produced over our relationship together. Please contact your client manager for access details. Online Tech Store Taking the hard work out of ordering hardware and software, our Online Tech Store allows you to shop for the latest tablets, laptops, software and much more, anytime, anywhere Go to: shop.brennanit.com.au

facebook.com/brennanit twitter.com/brennan_it youtube.com/brennanit linkedin.com/company/brennan-it-pty-ltdplus.google.com/+brennanit Brisbane 73 Amelia St Fortitude Valley QLD 4006 Australia Melbourne L1, 53 Coppin St Richmond VIC 3121 Australia Newcastle 27 Watt St Newcastle NSW 2300 Australia Sydney L14, 45 Clarence St Sydney NSW 2000 Australia brennanit.com.au 1300 500 000 +612 8075 8510