SNS Standard Support Plan

With our Standard Support Plan, you will receive support for all incidents, 5 days a week, during your local working hours.

Standard Support Plan

Through the Standard Support Plan you will receive support for all incidents, five days a week during your local working hours.

ONLINE SUPPORT PORTAL

The SNS Support Portal is available to you
24x7 to log incidents and receive updates
on expected response times.

CUSTOMER ADVOCATE REPRESENTATIVE

A Customer Advocate representative will
conduct regular review meetings with
you; propose enhancements and followup
on incident resolution.

AUTOMATED ESCALATION

To ensure that incidents are resolved
within predefined time frames, our
support desk solution automatically
prioritises them based on a structured
escalation process.
Critical incidents are forwarded to senior
management immediately to ensure a
prompt response and resolution.

ONLINE SUPPORT REPORTS

Our portal provides access to online
management and KPI reports enabling
you to assess the quality of support
and measure it against defined metrics
and measures. Examples of KPIs
include average response time; average
resolution time; and number of issues
posted.

PHONE SUPPORT ACCESS

During working hours, you have direct
phone access to our support team in
order to follow-up on priority incident
resolution or make an enquiry.

TECHNICAL SUPPORT REPRESENTATIVE

To ensure fast resolution of your incidents,
an SNS technical resource - with detailed
knowledge of your systems infrastructure,
setup, and software customizations - is
assigned to your account.

UNLIMITED INCIDENTS

There is no limit to the number of
incidents which can be logged and
all issues logged will be reviewed and
resolved.

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Premium Support Plan
Provides all of the benefits included in the Standard Support Plan, but with additional features
Elite Support Plan
Full server and database management service, access to SNS’ public training course and more

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13 Aug, 2020
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