Offer end-to-end proactive IT support to ensure continued reliability and availability of service for those customers who use the latest technologies and devices in their daily activities based on the following support plan.
| Plan Description | Features |
|---|---|
| 1. Maximum Workstations | 5 |
| 2. Helpdesk service; calls, emails | |
| 3. Remote access service | |
| 4. Online Chat | |
| 5. Hardware Support | |
| 6. Software Support | |
| 7. After hours service | |
| 8. Online user portal | |
| 9. Maintenance & Preventative Care |
The proposed service is available to customers 24 x 7 in Kenya, excluding planned outages, physical site visits, maintenance windows and unavoidable events. In addition to the Standard Maintenance Windows, site-specific and service-specific changes may be coordinated with customers at non-standard times.
The DewCIS Service Desk operates 24 x 7 and offers a single point of contact for all customer inquiries related to customer business and technical infrastructures. The Service Desk agents provide business and technical infrastructure analysis, problem solving, and first and second level diagnostics.
Call the Service Desk at +254 (20) 2243097 / 2227100, +254(726) 209214, +254 (738) 819505 or email the Service Desk at helpdesk@dewcis.com
Any critical Incident or critical Service Request should be initiated by calling or emailing the DewCIS Service Desk. When sending an eMail, summarize the nature of the Incident or Service Request in the Subject field. Upon creation of a ticket, the customer will automatically receive through eMail a Receipt Confirmation with the ticket or reference number. This confirmation denotes that the Incident or Service Request has been logged at the Service Desk and that it is being assigned to a work group.
The DewCIS Service Desk assigns a Priority to every Incident or Service Request that is initiated. The DewCIS Prioritization Model is used to ensure a consistent approach to defining the sequence in which an item needs to be resolved and to drive the assignment of resources.
The Priority assigned to a ticket depends upon:
The following chart shows the Incident Target Customer Status Update and Target Resolution Times by Priority after creation and initial assessment / assignment of a ticket by the Service Desk. Resolution Times are measured in clock hours and/or minutes unless otherwise specified.
| Priority | Target Customer Status Update Time | Target Resolution Time |
|---|---|---|
| Critical | Every 60 minutes or as agreed upon with the Customer(s) | 4 hours or less |
| High | Every 2 hours or as agreed upon with the Customer(s) | 8 hours or less |
| Medium | Upon request | 24 hours or less |
| Low | Upon request | 3 business days |
For all Priority Levels, the Target Customer Status Update Time will be as agreed upon with the customer upon ticket creation.
All Service Requests will require a Target Resolution Date. The date will be entered into the IT Service Management tool upon creation by the Service Desk Agent and will be set based on the provisioning time established for the specific request type. This date should be a mutually agreed upon target date per request type as defined within each customer’s Service Level Agreement.
As previously stated, DewCIS will update customers as Incidents are being worked and upon Incident resolution. DewCIS will also provide communications when Incidents or outages occur that may impact the customer through the customer official communication channel. Customers may also subscribe to the Projected Service Outage Report via the Service Desk, which provides information regarding upcoming change events that have the potential to impact services and lines of business.
The DewCIS Service Desk is the single point of contact for initiating all Incidents and Service Requests, including any requests for ticket escalation. The Business and Technology Services Leader assigned to your business is available to address any questions you may have about DewCIS services, processes or information technology business needs.
DewCIS has Continuity of Operations Plan (COOP) to ensure the continuity of critical business functions.
DewCIS will use a phased approach in initially conducting Service Level Reviews. The reviews will be facilitated by the DewCIS Customer Service group and conducted at a minimum on a quarterly basis or as needed. A Business and Technology Services Leader and the customer will participate in the reviews. Service Level Agreements (SLA) will be reviewed, and/or renewed, at least once per year or as required. Customers may request a review of Service Level Agreements at any time by contacting the DewCIS Customer Service group. The SLA will also require review under any of the following conditions:
Metrics and reports will be discussed at the Service Level Reviews.
| Report Name | Reporting Metric | Reporting Interval | Reporting Source |
|---|---|---|---|
| SLA Report for Incidents Resolved | Resolved incidents within and outside of the SLA; Service Request Resolution Times | Monthly | Service Management Reporting Tool |
Offer end-to-end proactive IT support to ensure continued reliability and availability of service for those customers who use the latest technologies and devices in their daily activities based on the following support plan.
| Plan Description | Features |
|---|---|
| 1. Maximum Workstations | 30 |
| 2. Helpdesk service; calls, emails | |
| 3. Remote access service | |
| 4. Online Chat | |
| 5. Hardware Support | |
| 6. Software Support | |
| 7. After hours service | |
| 8. Online user portal | |
| 9. Maintenance & Preventative Care |
The proposed service is available to customers 24 x 7 in Kenya, excluding planned outages, physical site visits, maintenance windows and unavoidable events. In addition to the Standard Maintenance Windows, site-specific and service-specific changes may be coordinated with customers at non-standard times.
The DewCIS Service Desk operates 24 x 7 and offers a single point of contact for all customer inquiries related to customer business and technical infrastructures. The Service Desk agents provide business and technical infrastructure analysis, problem solving, and first and second level diagnostics.
Call the Service Desk at +254 (20) 2243097 / 2227100, +254(726) 209214, +254 (738) 819505 or email the Service Desk at helpdesk@dewcis.com
Any critical Incident or critical Service Request should be initiated by calling or emailing the DewCIS Service Desk. When sending an eMail, summarize the nature of the Incident or Service Request in the Subject field. Upon creation of a ticket, the customer will automatically receive through eMail a Receipt Confirmation with the ticket or reference number. This confirmation denotes that the Incident or Service Request has been logged at the Service Desk and that it is being assigned to a work group.
The DewCIS Service Desk assigns a Priority to every Incident or Service Request that is initiated. The DewCIS Prioritization Model is used to ensure a consistent approach to defining the sequence in which an item needs to be resolved and to drive the assignment of resources.
The Priority assigned to a ticket depends upon:
The following chart shows the Incident Target Customer Status Update and Target Resolution Times by Priority after creation and initial assessment / assignment of a ticket by the Service Desk. Resolution Times are measured in clock hours and/or minutes unless otherwise specified.
| Priority | Target Customer Status Update Time | Target Resolution Time |
|---|---|---|
| Critical | Every 60 minutes or as agreed upon with the Customer(s) | 4 hours or less |
| High | Every 2 hours or as agreed upon with the Customer(s) | 8 hours or less |
| Medium | Upon request | 24 hours or less |
| Low | Upon request | 3 business days |
For all Priority Levels, the Target Customer Status Update Time will be as agreed upon with the customer upon ticket creation.
All Service Requests will require a Target Resolution Date. The date will be entered into the IT Service Management tool upon creation by the Service Desk Agent and will be set based on the provisioning time established for the specific request type. This date should be a mutually agreed upon target date per request type as defined within each customer’s Service Level Agreement.
As previously stated, DewCIS will update customers as Incidents are being worked and upon Incident resolution. DewCIS will also provide communications when Incidents or outages occur that may impact the customer through the customer official communication channel. Customers may also subscribe to the Projected Service Outage Report via the Service Desk, which provides information regarding upcoming change events that have the potential to impact services and lines of business.
The DewCIS Service Desk is the single point of contact for initiating all Incidents and Service Requests, including any requests for ticket escalation. The Business and Technology Services Leader assigned to your business is available to address any questions you may have about DewCIS services, processes or information technology business needs.
DewCIS has Continuity of Operations Plan (COOP) to ensure the continuity of critical business functions.
DewCIS will use a phased approach in initially conducting Service Level Reviews. The reviews will be facilitated by the DewCIS Customer Service group and conducted at a minimum on a quarterly basis or as needed. A Business and Technology Services Leader and the customer will participate in the reviews. Service Level Agreements (SLA) will be reviewed, and/or renewed, at least once per year or as required. Customers may request a review of Service Level Agreements at any time by contacting the DewCIS Customer Service group. The SLA will also require review under any of the following conditions:
Metrics and reports will be discussed at the Service Level Reviews.
| Report Name | Reporting Metric | Reporting Interval | Reporting Source |
|---|---|---|---|
| SLA Report for Incidents Resolved | Resolved incidents within and outside of the SLA; Service Request Resolution Times | Monthly | Service Management Reporting Tool |
Offer end-to-end proactive IT support to ensure continued reliability and availability of service for those customers who use the latest technologies and devices in their daily activities based on the following support plan.
| Plan Description | Features |
|---|---|
| 1. Maximum Workstations | 30 |
| 2. Helpdesk service; calls, emails | |
| 3. Remote access service | |
| 4. Online Chat | |
| 5. Hardware Support | |
| 6. Software Support | |
| 7. After hours service | |
| 8. Online user portal | |
| 9. Maintenance & Preventative Care |
The proposed service is available to customers 24 x 7 in Kenya, excluding planned outages, physical site visits, maintenance windows and unavoidable events. In addition to the Standard Maintenance Windows, site-specific and service-specific changes may be coordinated with customers at non-standard times.
The DewCIS Service Desk operates 24 x 7 and offers a single point of contact for all customer inquiries related to customer business and technical infrastructures. The Service Desk agents provide business and technical infrastructure analysis, problem solving, and first and second level diagnostics.
Call the Service Desk at +254 (20) 2243097 / 2227100, +254(726) 209214, +254 (738) 819505 or email the Service Desk at helpdesk@dewcis.com
Any critical Incident or critical Service Request should be initiated by calling or emailing the DewCIS Service Desk. When sending an eMail, summarize the nature of the Incident or Service Request in the Subject field. Upon creation of a ticket, the customer will automatically receive through eMail a Receipt Confirmation with the ticket or reference number. This confirmation denotes that the Incident or Service Request has been logged at the Service Desk and that it is being assigned to a work group.
The DewCIS Service Desk assigns a Priority to every Incident or Service Request that is initiated. The DewCIS Prioritization Model is used to ensure a consistent approach to defining the sequence in which an item needs to be resolved and to drive the assignment of resources.
The Priority assigned to a ticket depends upon:
The following chart shows the Incident Target Customer Status Update and Target Resolution Times by Priority after creation and initial assessment / assignment of a ticket by the Service Desk. Resolution Times are measured in clock hours and/or minutes unless otherwise specified.
| Priority | Target Customer Status Update Time | Target Resolution Time |
|---|---|---|
| Critical | Every 60 minutes or as agreed upon with the Customer(s) | 4 hours or less |
| High | Every 2 hours or as agreed upon with the Customer(s) | 8 hours or less |
| Medium | Upon request | 24 hours or less |
| Low | Upon request | 3 business days |
For all Priority Levels, the Target Customer Status Update Time will be as agreed upon with the customer upon ticket creation.
All Service Requests will require a Target Resolution Date. The date will be entered into the IT Service Management tool upon creation by the Service Desk Agent and will be set based on the provisioning time established for the specific request type. This date should be a mutually agreed upon target date per request type as defined within each customer’s Service Level Agreement.
As previously stated, DewCIS will update customers as Incidents are being worked and upon Incident resolution. DewCIS will also provide communications when Incidents or outages occur that may impact the customer through the customer official communication channel. Customers may also subscribe to the Projected Service Outage Report via the Service Desk, which provides information regarding upcoming change events that have the potential to impact services and lines of business.
The DewCIS Service Desk is the single point of contact for initiating all Incidents and Service Requests, including any requests for ticket escalation. The Business and Technology Services Leader assigned to your business is available to address any questions you may have about DewCIS services, processes or information technology business needs.
DewCIS has Continuity of Operations Plan (COOP) to ensure the continuity of critical business functions.
DewCIS will use a phased approach in initially conducting Service Level Reviews. The reviews will be facilitated by the DewCIS Customer Service group and conducted at a minimum on a quarterly basis or as needed. A Business and Technology Services Leader and the customer will participate in the reviews. Service Level Agreements (SLA) will be reviewed, and/or renewed, at least once per year or as required. Customers may request a review of Service Level Agreements at any time by contacting the DewCIS Customer Service group. The SLA will also require review under any of the following conditions:
Metrics and reports will be discussed at the Service Level Reviews.
| Report Name | Reporting Metric | Reporting Interval | Reporting Source |
|---|---|---|---|
| SLA Report for Incidents Resolved | Resolved incidents within and outside of the SLA; Service Request Resolution Times | Monthly | Service Management Reporting Tool |