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>> www.motile.net > Products And Services > IT Services > Maintenance & Support > Support Management

Support Management

Incident Management System

We use an Incident Management System to consistently log, classify and prioritise Client Incidents. Incidents are classified according to their nature and severity. Incident reports are classified Priority 1 (P1) to Priority 6 (P6), depending on the severity and customer impact. The classification into priority categories is based on the Client’s perception of the problem.

Hours of Operation

We handle all calls during business hours Monday to Friday and urgent calls during extended hours from 6am to 9am and 6pm to 9pm and between 9am and 6pm on week-ends and public holidays. We provide 24x7 coverage on demand by special arrangement.

Business Days Weekends and Public Holidays
6am - 9am Urgent Calls (P1,P2,P3) By Special Arrangement
9am - 6pm Normal Operations Urgent Calls (P1,P2,P3)
6pm - 9pm Urgent Calls (P1,P2,P3) By Special Arrangement
9pm - 6am By Special Arrangement By Special Arrangement

Triage Response Management

We apply a “triage management” approach to prioritising our support responses. Triage attempts to ‘do the most for the most’. Generally this is invisible to our clients, and we will be able to respond to your calls and keep our appointments as you would expect. At certain peak times and situations however, we may need to apply triage to accomplish the best possible outcomes across our client base.
We will respond to Incidents on a priority-driven basis. Generally speaking, we will stop what we are doing to respond to a P1 incident. We prioritise P1, P2 and P3 incidents above any other work, including prior on-site Client appointments. We will stay on a P1, P2 or P3 job, if requested by the Client, until resolved or downgraded due to effective workaround, even if this requires after-hours work, or at the cost of a subsequent appointment of lower priority being delayed.
So if we need to call you up to postpone or reschedule an appointment or to let you know a job may take longer than expected, please understand. Next time it may be you.

Based on your input, on first contact, we will prioritise your call into these categories:

Priority Description Service Level
Business Days 9am-6pm All Other Times
P1 - Critical Problem Critical business functions are unavailable due to system outage, no workaround available 90% of calls responded to by a technician within 15 minutes of call being logged 90% of calls responded to by a technician within 60 minutes of call being logged
P2 - Serious Problem
No workaround
available 		Critical business functions are seriously impaired due to system outage with no workaround available 90% of calls responded to by a technician within 15 minutes of call being logged 90% of calls responded to by a technician within 60 minutes of call being logged
P3 - Request for Assistance - Urgent Client requires how-to-use assistance or support of an urgent nature 90% of calls responded to by a technician within 15 minutes of call being logged 90% of calls responded to by a technician within 60 minutes of call being logged
P4 - Serious Problem Workaround available Business functions may be seriously impaired, but acceptable workaround available 90% of calls responded to by a technician within 4 business hours of call being logged 90% of calls responded to by a technician within 4 hours from start of next business day after call being logged
P5 - Request for Non-urgent Assistance Client requires how-to-use assistance or support of a non-urgent nature 90% of calls responded to by a technician within 4 business hours of call being logged 90% of calls responded to by a technician within 4 hours from start of next business day after call being logged
P6 - Minor Problem Business functions may be functioning with limitations or undesirable behaviour 90% of calls responded to by a technician within 4 business hours of call being logged 90% of calls responded to by a technician within 4 hours from start of next business day after call being logged

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