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      2. Getting Started
      3. System

      Managed Services Agreement

      Incidents and Service Requests 

      A. Channel of Communication

      All levels of Incidents or Service Requests are to be logged through the Help Centre (https://help.virtualmedicalcoaching.com/kb-tickets/new) or email support@virtualmedicalcoaching.com 

      When reporting any Incidents or Service Requests, the reporter must, at a minimum, provide the following information:

      • Name
      • Contact information
      • Role
      • Organisation
      • The Product that is affected

      Comprehensive additional information that will aid in a timely response and resolution;

      • Description of the incident/service request
      • Browser & device details
      • Expected behaviour
      • Reproduction steps
      • Reproduction frequency
      • Screenshot(s)/recording(s) of the issue
      • Business impact
      • Timestamp or duration since the incident was noticed

      B.  Incident Priority

      Critical 
      (Priority 1)      		 ● The Application is severely impacted by a Critical Incident, whether through availability or affected functionality; 
      ● No acceptable workaround is available; and 
      ● Immediate attention is required to mitigate user impact. 
      ● E.g. complete site unavailability for all users.
      Major 
      (Priority 2)      		 ● The Application is substantially impacted by an Incident, whether through availability or affected functionality; 
      ● No acceptable workaround is available; and 
      ● Prompt attention is required to mitigate user impact. 
      ● E.g. vital functionality unavailable for all users, or complete site unavailability for a subset of users, significant performance issues
      Minor 
      (Priority 3)      		 ● Functionality of the Application is impacted by an Incident, although it can still operate while the incident exists; 
      ● The incident has only a minor impact on users.



      C. Service Tables (Incidents)

      Category  Priority/Period  Target
      Service Availability  24/7  99.5% excluding Update and Maintenance  windows (planned outage weekly)
      Incident Response Time  Critical (Priority 1)  Business Hours < 1 Business Day
      Outside Business Hours < Next Business Day
      Other Business Hours < 1-2 Business Days
      Outside Business Hours < 5 Business Days
      Target Return to 
      Services/Restoration Time      		 Critical (Priority 1)  Business Hours < 1 Business Day
      Major (Priority 2)  Business Hours < 1-2 Business Days
      Minor (Priority 3)  Business Hours < 5 Business Days


      Definitions

      Response Time  The elapsed time between the logging of an Incident and the start of active work by appropriate technical resources to resolve the Incident.
      Return to Service/ Restoration Time The elapsed time between the logging of the Incident and the elimination of the impact of that Incident on the affected users by permanent resolution or temporary workaround.
        Business Hours Virtual Medical Coaching operational hours in New Zealand Standard Time (NZST)