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%