Service Agreement
The following detailed service parameters are the responsibility of FileHound the 'Service Provider' in the ongoing support of this 'Agreement' for our authorised, commercial and distributor 'Partners'.
Service Scope
The following Services are covered by this Agreement;
- Manned telephone support
- Monitored email support
- Remote assistance using Remote Desktop and a Virtual Private Network where available
- Planned or Emergency Onsite assistance (extra costs apply)
Partners Requirements
Partners responsibilities and/or requirements in support of this Agreement include:
- Payment for all support/software subscription costs at the agreed rate and interval.
- Reasonable availability of Partners representative(s) when resolving a service-related incident or request.
Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
- Meeting response times associated with service-related incidents.
- Appropriate notification to Partner for all scheduled maintenance.
Service Assumptions
Assumptions related to in-scope services and/or components include:
- Changes to services will be communicated and documented to all stakeholders.
Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
- Telephone support: 9:00 A.M. to 5:00 P.M. Monday - Friday
- Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service
- Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday - Friday
- Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
Service & Support Response
In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Partner within the following time frames:
- 0-8 hours (during business hours) for issues classified as High priority.
- Within 48 hours for issues classified as Medium priority.
- Within 5 working days for issues classified as Low priority.
- Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
Service & Support Requests
Request Support Via Email & Online Service Portal
The Client’s Technical Support Contacts must submit requests for support to the Service Provider Contacts in the following ways:
- by e-mail: support@filehound.co.uk or by accessing the
- Freshdesk Online Service Portal: https://filehound.freshdesk.com/support/login
Please provide as much relevant detail and screenshots if necessary, for us to resolve your issue quickly and effectively.
Request Support Via Telephone
If telephone support is required to discuss your support request, there are two options available:
Option 1 - Call us
Call our IT Support Desk on the number below:
0333 311 9201
Opening hours: 9:00am to 5:00pm Monday to Friday
Option 2 - Request a call back
Contact us via email on support@filehound.co.uk requesting a call back.
Please also providing the following details to help us support your query:
- Your Full name & Company Name
- Contact number
- Availability
- Details of your support request
ContactYour Partner Account Manager
Feel free to contact your designated FileHound Partner Account Manager for any support requests or queries, they will be more than happy to help and be of assistance.
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