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Business Support - APAC

Download full description of "KL Business Support - APAC" [PDF, 93KB]

SERVICE

STANDARD SUPPORT

BUSINESS SUPPORT
APAC

Incident Classification and Handling

Unlimited Number
of Incidents

Unlimited Number
of Incidents

Incident Handling: Personal Cabinet

If Applicable

If Applicable

Incident Handling: E-mail Support

8×5

24×7

Incident Handling: Telephone Support

8×5

Severity 1: 24×7
Severity 2
-4: 8×5

Incident Handling: English language collaboration

24×7

Incident Handling: Local language collaboration

8×5

8×5

Incident Handling: Response Time

Severity 1: 2 Hours
Severity 2:
4 Business Hours
Severity 3:
12 Business Hours
Severity 4:
24 Business Hours

Remote Assistance

If Applicable

Incident Escalation and Claim Management

Assigned Technical Account Manager (TAM)

Assigned Customer Technical Contacts

2

Assigned Customer Business Contacts

1

Service Quality Monitoring

Service Quality Reporting

Review Call/On-Site Review

 

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