You can contact support via
Phone : 1300 657 500 [AU]
0800 141 481 [NZ]
Email and Chat Monday-Friday 8.30am-6pm (AEST).
Please note our response time targets for technical support requests:
- Critical support tickets lodged in business hours - within 2 hours
- Critical support tickets lodged after hours - within 3 hours
- Minor/Major support tickets lodged in business hours - within 6 hours
- Minor/Major support tickets lodged after hours - within 6 hours
- Any branding changes to reports, portals or email templates up to 10 business days for completion
PLEASE NOTE: If the matter is urgent and your email request was made outside of our standard support hours 8.30am to 6pm (AEDT) Monday to Friday, it will not be attended to until the next business day. If it requires immediate attention, please ring 1300 657 500 (AU) or 0800 141481 (NZ) to reach our after hours emergency call-back service.
Have an urgent or out of hours service change or provisioning? – try our Converge Partner Portal
SERVICE LEVEL AGREEMENT
The Manage Protect Service Level Agreement (SLA) clarifies Manage Protect’s responsibilities and obligations to customers in relation to service availability and support response times. Manage Protect is proud of the quality and reliability of our SaaS services and customer support, and always seeks to exceed your expectations.
If you have any questions regarding this document please contact your Manage Protect.
DEFINITIONS
Anti-Spam Effectiveness - The percentage of spam emails detected and captured in a given month.
Anti-Virus Effectiveness - The percentage of emails with viruses detected and captured in a given month.
Business Hours – 9am to 6pm, Monday to Friday, excluding public holidays
Critical Issue – Service not available
Customer – the end user of the Manage Protect service.
Email False Positive – The percentage of legitimate emails incorrectly marked/captured as spam.
The following emails do not constitute as False Positives:
- i. emails containing more than 20 recipients;
- ii. emails not in English;
- iii. emails written in a matter which resemble or contain characteristics of spam;
- iv. emails where the sender is the Customers backlist;
- v. emails sent from a machine which is on a third party block list;
- vi. emails sent from a compromised machine;
- vii. emails stopped due to misconfiguration of policy or other Customer error.
Management Console Availability - The percentage of time a management console (interface) is available to the Customer in a month.
The Management Console Availability for a given month will be calculated according to the following formula:
Where: Total Minutes in the Month = TMM; Total Minutes in Month Unavailable = TMU Availability = ((TMM-TMU) x 100)/TMM
A Management Console is not considered unavailable for any outage period due to;
- i. scheduled maintenance;
- ii. lost or incorrect login details, failures of equipment or facilities provided the by Customer, network unavailability or bandwidth limitations outside of the Manage Protect network;
- iii. a force majeure event;
Minor/Major Issue – Service disrupted or has functional issues.
Service Availability - The percentage of time services are available to the Customer in a month.
The Service Availability of Manage Protect services for a given month will be calculated according to the following formula:
Where: Total Minutes in the Month = TMM; Total Minutes in Month Unavailable = TMU Availability = ((TMM-TMU) x 100)/TMM
Services are not considered unavailable for any outage period due to;
- iv. scheduled maintenance;
- v. incorrect Customer configuration and settings, customer equipment failure, acts or omissions of customer or its agents, failures of equipment or facilities provided by Customer, network unavailability or bandwidth limitations outside of the Manage Protect network;
- vi. service suspension for non-payment of outstanding fees; vii. a force majeure event;
Spyware Detection Rate – The percentage of known spyware variants detected in a given month. Support Request – A support request lodge called in to telephone number 1300 657 500, or emailed to [email protected]
Virus Detection Rate - The percentage of known viruses detected in a given month.
SERVICE LEVEL AGREEMENTS
MPMAIL SLA Service Availability 100% Management Console Availability 99.9% Email False Positives 0.0001% Anti-Spam Effectiveness 99.9% Anti-Virus Effectiveness 100% MPARCHIVE SLA Service Availability 100% Management Console Availability 99.9% Data Retention 100% MPEXCHANGE SLA Service Availability 100%* Management Console Availability 99.9% *Supported by the MPmail Message Continuity webmail interface.
MPWEB SLA Service Availability 100% Management Console Availability 99.9% Virus Detection Rate 100% Spyware Detection Rate 100% Support Request Support Request Response Time Target Lodged in bus hrs Lodged outside bus hrs Critical Issue 2 hours 6 hours Minor/Major Issue 6 hours 10 hours In addition to the above Support Request SLA, Manage Protect also commits to communicating with Customers regarding their Support Request every 24 hours until it is resolved. CREDIT If in any calendar month availability is calculated to be below the SLA the Customer will be entitled to a percentage credit for the calendar month in which the non-availability occurs. Service Availability Percentage credit of monthly fee <100% to >99.99% 10% <99.99% to >99% 25% <99% to >98% 50% <98% 100% Management Console Availability Percentage credit of monthly fee <99.9% to >99% 10% <99% to >98% 25% <98% 50% To receive service credits, the customers must submit a written request to [email protected] within 30 days after the end of the month in which the Manage Protect services failed to meet the Availability Target.