nexquare offers a comprehensive support package including:
- Supervised helpdesk support with incident management system
- Staffed telephone assistance
- Ongoing network and application monitoring
- Self-help resources: guides, FAQs, tutorials, and instructional videos
- Bug fixes and resolution of customer-specific issues as needed
Customer Responsibilities
- Reasonable availability of customer representative(s) when resolving a service-related incident or request
nexquare Responsibilities
- Meeting response times associated with service-related incidents
- Appropriate notification to the Institution for all scheduled maintenance
Service Management
- Incident response and service request handling: Our help desk and telephone support cover the following response times:
- Critical Priority: Acknowledgement within 1 hour. Resolution effort within 6 hours.
- High Priority (severe business impact): Acknowledgement within 6 hours. Resolution effort within 48 hours.
- Medium Priority (serious but not operational bottleneck): Acknowledgement within 12 hours. Resolution effort within 120 hours.
- Low Priority (non-critical): Acknowledgement within 24 hours. Resolution in the next release.
- Service availability:
- Monitored Helpdesk Support: Hours: 9:00 AM to 6:00 PM, Monday to Friday. Tickets submitted outside these hours will be collected, but action may not be guaranteed until the next business day
- Manned Telephone Support: Hours: 9:00 AM to 6:00 PM, Monday to Friday. After-hours calls will be forwarded to mobile with best-effort response; backup answering service available
Service Team
- Customer Success Manager (CSM): The will be appointed to facilitate the Customer and will be the single point of contact. The CSM will be responsible for facilitating regular reviews of all incidents and/or requests submitted by the Customer.
- Escalations: Any incident that has not been (a) Acknowledged within the time periods required by this Agreement or (b) Resolution is not provided as per this Agreement or (c) Has not been handled by utmost professionalism can be escalated to the Head of Customer Success.
Service Team
- Customer Success Manager (CSM): A dedicated CSM will be assigned to the Institution. The CSM will serve as the Institutions primary point of contact & will be responsible for conducting regular reviews of all customer-submitted incidents and requests
- Escalation Process: Escalation to the head of customer success is available if:some text
- An incident is not acknowledged within the agreed timeframe
- Resolution is not provided according to the agreement terms
- The issue is not handled with the highest level of professionalism
Exclusions
nexquare is not responsible for service unavailability, suspension, or issues that arise from circumstances beyond our reasonable control. This includes force majeure events, internet access problems, or issues occurring outside the boundaries of our network. nexquare also cannot be held accountable for problems resulting from actions or inactions of the Institution or any third party. Additionally, issues stemming from the equipment, software, or technology of the Institution or any third party are excluded from our responsibility, unless it's third-party equipment directly under nexquare's control.
