24/7 Customer support

Tribe Service Definitions 2024

Service Definitions

SUPPORT

To make your life simple our service desk will support you. We will avoid tricky conversations about what is and is not covered.

Grow: Where our service desk is unable to solve the problem it will be escalated to our senior technical team and will be become billable at the agreed contract rates.

Accelerate: This includes the use of our senior technicians and onsite visits inside our standard hours.

MANAGEMENT

Where we have our tools and recommended products in place as a part of your agreement, we will proactively manage your environment. Management goes beyond reactive support and includes the proactive setup, configuration, monitoring and ongoing changes to systems covered by our tools (a full list of these tools and products is available on request).

TRANSITIONAL PRODUCTS

We have tested and back a set of industry recognised standards which include but are not limited to: Endpoint security, Email filtering, Firewall and Best practice Backup for core Systems, Data and your Office365.

Where your environment matches these standards, the management is also taken care of by us. 

If your systems don’t match the standards, don’t worry we will still ensure we deliver you our world class support experience and we will work with you to transition your systems through the roadmap process over time.

THE CUSTOMER SUCCESS MAP COMMITMENT

We are committed to understanding your business and to help strategically plan with you to add value to your business. As is true for any partnership we work together on this plan to take you where you need to go. This commitment holds us both to achieving the best for your technology and improving where it does not meet your business needs.

Management

MONITORING AND HEALTH

Our Service Operations Centre uses advanced technology to monitor the inner workings of your systems. We setup metrics on our monitoring systems that allow us to see when your systems are behaving abnormally and respond automatically. Whenever we find something, in most cases we pass it to our Service Team to rectify, sometimes when a change is needed to solve a broader issue, we will bring these items to your attention and may want to add them to your Customer Success Map.

ItemWhat we do
Network UsageCheck to ensure that your network can support your business needs for reliability and capacity. We will alert you of any critical outages or issues on your local network.
Server LoadEnsure that your systems can support your business needs by monitoring
disk capacity and overall usage. We will alert you of any critical
issues.
Operating System HealthMonitor Windows Services and configurations to ensure alignment with Standards and healthy operation.
Backup Health*Ensure backups are correctly configured, and that the backup system is functioning correctly to create backups.
Security Health*We will ensure your provided security systems are fully operational,
monitor for threats and respond automatically to solve security issues
and point out any weaknesses.
Office365 HealthWe will monitor the Health of your Office365 environment and fix or raise any issues as reported by Office365.
Cloud Health*For the Cloud systems we provide (e.g. Azure) we will use the software
provided to monitor and respond to issues and raise any items that could
affect your business.

NETWORK SUPPORT

Network Support means we provide coverage for your network devices and configuration. You can raise an Incident with us related to your network and we will provide support based on the coverage in your agreement. 

Grow: Our Service Desk staff are trained on all aspects of troubleshooting and supporting a broad range of industry standard network environments and can solve the vast majority of Incidents. As per the support process described below where they are unable to solve the issue it will be escalated to senior staff to solve and this will attract a charge.

Accelerate: Where issues cannot be resolved by our Service Desk they will be escalated to our senior technical teams to resolve which is included in your service.

Grow and Accelerate: If you are regularly experiencing Network Support issues that can’t be resolved through our service we will raise these with you directly to propose a long term solution to minimise ongoing business impact and expense, this would typically include a scoped project to better align with industry recognised standard configurations or systems.

IT DOCUMENTATION

A cornerstone of providing you great support is having the right information in place about your systems and business. This means when you contact us we are not ‘flying blind’.  We know how to help and can avoid as far as possible having to ask your people for technical details that they may not know or feel comfortable discussing.

During your onboarding we will capture relevant details into our IT Documentation system required to support your environment. We will update this documentation when we make any changes to your environment and we will review it at least annually to ensure there are no major gaps. You should warn us if you introduce any change in your environment so we can keep the information up to date.

LICENSE MANAGEMENT

This includes the management of Licenses, Subscriptions, Renewals, Maintenance, and Warranty requirements for systems that we supply. This ensures compliance across multiple technology domains and advice to obtain the best value from these.

What is covered:

  • Office 365 Licensing
  • Microsoft Software Licensing – SPLA
  • Domain Name Management (where transferred to our provider)
  • SSL Certificate Management (where transferred to our provider)
  • Fortigate Licensing
  • HP Devices
  • Any additional Subscription Services purchased from us

Service outcomes & deliverables:

  • Compliance for software licensing across Desktop, Servers, and Cloud delivered applications
  • Management of subscription-based services provided under our other service lines
  • Warranty renewal management for hardware such as Servers, Desktops, Firewalls, Switches etc
  • Maintenance programs that require updates such as Anti-Virus and Firewalls

Management Software

The software listed on your agreement is used to support your business as part of this service. Where you are paying for the software that supports some part of the service, we then provide the management. The below describes what the software is. Although these components are optional, if you don’t have them, we can’t manage some parts of your environment.

DEVICE MANAGEMENT

We will install management software on all supported workstations, laptops and servers and provide applicable monitoring and management of the hardware and operating system. The full scope of what is provided is outlined in the Monitoring and Health section.

SECURITY AND RISK

This service provides a unified threat management approach that covers Network, Server, and User devices to help secure your business information from malicious data attacks for specified systems, users and devices used by your organisation. Individual components used to manage this will be shown on your monthly invoice.

ENDPOINT PROTECTION

Our Managed Endpoint Security Protection is provided on a robust and renowned global security platform and is proactively managed through processes and standards in order to help keep you protected.

MAIL PROTECTION

This service is provided to filter all incoming emails as an added layer of security protection. As well as managing the security application itself and monitoring that it is providing you protection, we will also review the security policies regularly to ensure you are protected from the latest threats we see potentially affecting our customers.

MANAGED FIREWALL

A firewall’s primary objective is to prevent rogue or unauthorised access by hackers into your network and costly business interruptions. Tribe provides this service on either an on-premise or cloud delivered basis (or both) to protect your organisation from a multitude of threats trying to enter the organisation’s business systems and/or controlling internet usage and reporting. We will provide updates and configuration changes to manage this important aspect of your security.

OFFICE365 BACKUP

We use a world class Cloud service to ensure your Office365 data is protected. Our Office365 Cloud backup service:

  • provides automated daily backups of Office365 data
  • protects data against user errors, malicious attacks, and system problems
  • covers Exchange Online, SharePoint Online Document Libraries, and OneDrive for Business

Furthermore, Office365 Cloud Backup allows you to:

  • Gain fast access via our support team to accidently deleted data
  • Archive or transfer ownership of data rather than maintain user subscriptions when employees leave
  • Access data when hosted services are down
  • Support investigations and electronic discovery (e-Discovery) efforts
  • Aid in regulatory compliance by having archived data

Service Commitment

This defines for you our commitment to service including response times and types of service. 

Where we have the expertise, we will do everything we can to support you within the realms of the service described. Where we have identified transitional technology, we will give our reasonable efforts within the scope of our technical capabilities to support your issue. Where we cannot provide support we will escalate first to our senior technical staff or where necessary vendor specialists (charges may apply).

You can call us with any technical query and our experts will undertake to solve your query or issue to the best of our ability. We will initially categorize anything you raise as either an Incident or Service Request as described below. 

While there is no defined maximum amount of time assigned to the support or management of your business, we do have a fair use clause outlined below and in our Terms and Conditions and we will use the Business Roadmap process to raise any red flags.

INCIDENT

An Incident is an unplanned interruption to a service or a reduction in the quality or performance of a service. The failure of a system which has not yet impacted service is also an Incident. Resolution of Incidents will follow our defined Incident Management process. Where an Incident is not a one-off issue but is defined by a larger and/or complex underlying cause, this may be deemed as a Problem and will be handled as described below.

SERVICE REQUESTS

You can contact us via the same process as support with a Service Request. A Service Request is a request from a user for a standard change, i.e. a pre-approved change which is not subject to any change control process. Examples of Service Requests are:

  • Password resets
  • Requests for creation, modification, or deletion of user accounts
  • Requests for access to network resources, folders, or applications
  • Requests for procurement of hardware
  • Requests for a Scope of Work (the scoping itself may attract charges)

Depending on your business requirements Service Requests may be subject to an authorisation process.

SERVICE AVAILABILITY

You can contact us via the same process as support with a Service Request. A Service Request is a request from a user for a standard change, i.e. a pre-approved change which is not subject to any change control process. Examples of Service Requests are:Our Service Management team are available 7am to 6pm Monday to Friday including public holidays. We provide advanced notice of any change to availability of service.

AFTER HOURS SUPPORT

You can call our main number outside of our listed hours of service availability and you will reach our after hours contact centre. The contact centre has access to Engineers that can be engaged after hours either remotely or to attend site. Calls to this after hours support line attract a fee and the technical resource will also be charged at a higher rate which will be clarified before you use the service. A separately available After Hours monthly service can be purchased to minimise After Hours charges.

INCIDENT PRIORITY

Incident Priority is the measure of the impact of any Incident to your business operations and performance or the required timeframe for execution of Service Requests. Each Incident Priority has associated Targets. Incidents can be raised via phone or email.
Incidents are prioritised by the Service Management Team when they are logged in accordance with the priority definitions set out in the Incident Priority Table below.

For Incidents, the assigned Priority is set by you in conjunction with our Service Management Team member at the time the Incident is logged. With your agreement, the urgency of an Incident and resulting priority may be raised or lowered to reflect your business needs.

PRIORITY DEFINTIONS

The following table indicates our service and response commitment to you:

Call Priority

Definition

Initial Response

Progress Updates

P1 – Critical

Total failure of a system or system component affecting multiple or critical users who are unable to continue working.

< 30 minutes

Every hour until agreed or resolved

P2 – Urgent

Partial failure or inhibited performance of a system or system component affecting multiple users, critical users or a critical function where no workaround is available

< 60 minutes

Updates every 2 hours or as agreed with customer

P3 – Normal

Failure or inhibited performance of a system or system component affecting a single user.

< 8 hours

Updates every 24 hours or as agreed with customer

P4 or Lower–Scheduled

Failure or inhibited performance of a system or system component affecting a single user.

< 24 hours or as scheduled

As agreed with end user

Note: Priority times exclude Third Party resolution, server rebuild, software reinstatement, backup and data recovery.

If a ticket has not been actioned within the timescales, please call 0800 862 103 and ask for it to be Escalated.

ESCALATIONS

If a technical resource at our Service Desk level is not able to resolve your raised Incident then they will pass the ticket on to a more senior technical resource. This process is called an Escalation.

When a ticket is Escalated it means that it is passed to a more senior resource within the business to ensure it is actioned appropriately, you can ask to see our Escalation process.

SITE VISITS

Grow: Site visits are carried out by our senior technical team and occur on an as-needed basis as a part of delivering support services and will incur additional charges. We will use our experience, processes and best judgement to deem when a raised support Incident is best resolved through a site visit and will seek customer approval of costs before proceeding to site.

Accelerate: Are included in your Agreement.

Where we must travel more than 25km’s to a site a nominal travel fee will be incurred as per rates outline in your agreement or below.

WARRANTIES AND REPLACEMENTS

As part of our easy procurement service we are able to honour any warranty support required within the first month of your purchase, and after that provide you with the key manufacturer details to log any warranty claims directly. This removes any additional warranty labour charges from Tribe and ensures that the responsibility of repair is set directly with the manufacturer.

ONBOARDING

During the Onboarding process we will review your environment and capture relevant details to enable us to support your business, including passwords, a list of systems and technical configuration data. We will also need to capture licensing and 3rd Party IT supplier information and any agreements you have with them.

If any areas of concern are identified during onboarding that would prevent us from being able to support your business from the Service Commencement Date, these will be raised and a remediation plan discussed before we can go-live with service. This may mean that a project is required to remove an item of concern or that the item will be added to your roadmap and timelines for change agreed before go-live.

3RD PARTY SYSTEM SUPPORT

We provide support for your 3rd party systems to ensure your staff have a single number to call. If there is an issue we cannot resolve, we will escalate to the 3rd party and provide governance while the 3rd party resolves the issue. Governance means we capture and communicate the issue with your vendor and keep contact to progress support and provide them relevant information about your environment to assist the 3rd Party to provide you with a resolution.

3RD PARTY LINE OF BUSINESS (LOB) UPDATES/UPGRADES

Where one of your Line of Business systems needs an update or upgrade, your 3rd Party provider will manage that process. Upon notification we can assess the potential support requirement of the underlying environment and provide a Proposal for any required work needed to cover this.

PROBLEM MANAGEMENT

A Problem is the unknown root cause of one or more existing or potential Incidents. Problems may sometimes be identified because of multiple Incidents, which exhibit common symptoms. Problems can also be identified from a single significant Incident, indicative of a single error, for which the cause is unknown. Occasionally, Problems will be identified well before any related Incidents occur. 

Once a Problem has been identified it will be escalated to your Customer Success Manager or key technical contact who will work with you directly on any follow-on project that is needed to resolve an underlying issue. Note that if this work is related to an item we can’t support, or to bring an item back into support this work will be chargeable.

MONTHLY PREPAID CONSULTANCY AGREEMENTS

Any defined proposals for prepaid consultancy services are considered an agreed value each month in order to carry out described services. Any additional time or resource required is to be scoped and approved before monthly billing. This value is reviewed quarterly and can be adjusted based on your business requirements. The term for monthly consultancy agreements is twelve calendar months unless otherwise agreed.

FAIR USAGE

The term Fair Usage is used related to service items that do not contain a specific set of delivery controls such as the total number of services to be carried out, the overall length of time spent on an Incident or Service Request, or the total number of Incidents or Service Requests that will be carried out per month for any service and considered part of the agreement or similar.

Fair Usage is based on the premise that many of the items listed as included are only expected to appear with a frequency and complexity that is considered ‘normal’ based on either average usage from your data from a previous year, or where unavailable, based on average usage from across all Tribe customers where such data is captured.

FINANCIAL

Additional or departing staff will trigger an alert to your nominated email address and your monthly invoice will be automatically adjusted.

RATES

Rates that are outlined in your Agreement take precedence, these are base rates used in the absence of a specified rate in your Agreement:

Time & Materials Charges

Classification

Rate

Technical | Systems Engineer or Consultant

Business Hours

$165.00/hr

Business Improvement | ConsultantBusiness Hours$230.00/hr

People & Culture | Implementation or Advisor

Business Hours

$230.00/hr

Cybersecurity | Engineer or Consultant

Business Hours

$230.00/hr

After Hours Rate (if subscribed)After Hours$250.00/Hr