Customer Expectation Documents

Upstream is committed to providing the upmost quality service to our customers.
Below you will find included services and service levels.



SERVICES
INCLUDED SERVICES
SCOPING •   Audit of existing environment
•   Current cost analysis
•   Device and Software Solution recommendations and selection
DEPLOYMENT •   Device run-up, delivery, installation, device labels
•   Software Solution installation and configuration
•   User training at time of installation
•   User guides
•   Device disposal
•   Rubbish disposal
•   De-installation of current devices
DEVICE & SOFTWARE SOLUTIONS MANAGEMENT •   Telephone and email support
•   Remote access through secured VPN
•   Onsite support when escalated from remote support
•   Logging and tracking of support requests
•   Software Solution bug fixes
•   Consumables supply
FLEET MANAGEMENT •   Automatic electronic consumables ordering
•   Toner reconciliations
CONTRACT MANAGEMENT •   Electronic data collection
•   Invoicing


SERVICE LEVELS
LOCATION SERVICE LEVEL TARGET LEVEL
FLEET UPTIME •   Metro
•   Regional
•   Remote
 98% 100%
DEVICE SERVICE RESPONSE TIME •   Metro
•   Regional
•   Remote
 2 Business Hours 85%
DEVICE SERVICE RESTORATION TIME •   Metro
•   Regional
•   Remote
 •   Next Business Day +1
•   Next Business Day +2
•   Next Business Day +5
 80%
SOFTWARE SUPPORT RESPONSE TIME •   Metro
•   Regional
•   Remote
 Refer to Service Severity Chart below Refer to Service Severity Chart below

NOTE: The Service Levels percentages and averages apply per calendar quarter. They have been determined on the basis that you will utilise the monitoring tools we provide and we reserve the right to make reasonable changes to the Service Levels in the absence of use of monitoring tools.

“Metro” means locations within metropolitan areas of state capital cities.
“Regional” means locations outside Metro areas and within 25 kilometres of an authorised service provider.
“Remote” means all locations not included in Metro or Regional locations.


SERVICE SEVERITY CHART
SEVERITY LEVEL SEVERITY DESCRIPTION RESPONSE TIME TARGET LEVEL
1 – CRITICAL Complete interruption of service affecting all users and main functionality. 0.5 Business Hours 85%
2 – HIGH Significant impact to service or a time critical issue (date specific, end of month etc.) 1 Business Hours 85%
3 – MEDIUM Default state for all logged calls. These are faults, though minor. 2 Business Hours 85%
4 – LOW Informational, not actual faults. 8 Business Hours 85%