Service Definition Guide
Introduction
At Cordic, we are committed to providing an excellent service to all our customers. You will see this through our Technical Support and Account Management teams, this ethos runs throughout the entire company.
Hours of Support
- 09:00 – 17:00 Monday to Friday (excluding Public Holidays)
How to Raise a Support Ticket
| Telephone: | 01954 233 233 (Option 2) |
| E-mail: | support@cordic.com |
Please do not send support requests to individual eamil addresses as this can lead to delays.
If you are reporting an issue, please include examples to aid investigation and resolution.
Service Tiers Available
Entry Level – Email Maintenance Support Only
- Technical Support via email only (query acknowledged and investigation started within 24 hours, excluding weekends and bank holidays), including diagnosis and resolution of support tickets, relating to the Cordic system – if required remote diagnostic investigation may be used to aid resolution
- Software upgrades, including enhancements and fixes to defects (not limited to those identified by the customer)
- Back-ups and disaster recovery services for customers on the Cloud platform
Standard – Telephone & Email Maintenance Support
- Technical Support via telephone and email, including diagnosis and resolution of support tickets, relating to the Cordic system if required remote diagnostic investigation may be used to aid resolution
- Software upgrades, including enhancements and fixes to defects (not limited to those identified by the customer)
- Back-ups and disaster recovery services for customers on the Cloud platform
Enhanced – Telephone & Email Maintenance Support (24/7, 365 days per year)
- Technical Support via telephone and email, including diagnosis and resolution of support tickets, relating to the Cordic system – if required remote diagnostic investigation may be used to aid resolution
- Software upgrades, including enhancements and fixes to defects (not limited to those identified by the customer)
- Back-ups and disaster recovery services for customers on the Cloud platform
- Emergency Out of Hours (OOH) Support Service telephone support outside of normal office hours for emergencies only (see next page for further information)
Service Tier Summary
| Item | Service Tier | ||
| Entry Level | Standard | Enhanced | |
| Technical Support via Email |  | | |
| Technical Support via Telephone |  | | |
| Software Upgrades, incl. Enhancements & Defect Fixes | | | |
| Back-ups & Disaster Recovery Services (Cloud only) | | | |
| Emergency Out of Hours Support | | | |
What is Excluded from all Service Tiers:
- Diagnosis and resolution of faults relating to 3rd party products, including (but not limited to) internet connection issues, PC failure, Hardware failure (unless provided by Cordic), Printer failure and Mobile phone failure
- Customer training (dedicated training can be arranged if required as a chargeable option)
- Installation of in-vehicle software or hardware
Enhancement Requests
If an issue discussed is determined to be an enhancement to the system, then this will be raised to the product management team, who will follow up with you in due course.
Emergency Out of Hours Support Service – Included in Enhanced Service Tier
For customers requiring emergency support outside of office hours (7 days per week, including Bank Holidays), Cordic shall use all reasonable endeavours to provide an Emergency Out of Hours Support Service. Please contact your Account Manager for details and pricing.
This service includes the availability of highly trained Cordic engineers to provide telephone technical assistance for emergency issues only, which includes the diagnosis and resolution of system issues having a major impact on a customer’s business. This shall include the following:
- System unavailable
- Unable to despatch jobs
- Unable to take bookings
- Driver App not working for significant number of drivers
- Passengers unable to book jobs via the Passenger App
Where an enquiry does not meet the terms of the OOH service definition or is from a customer without the Enhanced Service Tier, the customer will be referred to the Cordic Technical Support Team during regular office hours and we reserve the right to charge an administration fee of £65 + VAT. To contact the Emergency OOH Support Service, please use the telephone number and individual pin number provided. Please note these details should not be shared with other parties.
Account Management
Each customer has a dedicated Account Manager who is responsible for ensuring you have the best possible experience with Cordic. Your Account Manager will keep you informed of new Cordic developments and will also be your first point of contact for any commercial matters, escalations and other day to day queries.
If you are unsure who your Account Manager is, please e-mail customersuccess@cordic.com.
The Account Management team can be reached via telephone on 01954 233 233 (Option 1).
Escalation Process
If you have cause to be dissatisfied with any aspect of the service, all customers should escalate to their Account Manager in the first instance.
If your Account Manager is unable to provide a response within 24 hours, then please escalate to Paul Warcup, Head of Customer Success (paul.w@cordic.com).
By routing all escalations via the same channel, it enables us to manage and track any issues more effectively and therefore become more efficient as an organisation. It also frees up the right people to focus on improving and growing the business, which will benefit our customers.
Other Useful Contacts
Invoicing and Payment Issues
| Telephone: | 01954 233 233 (Option 3) |
| E-mail: | accounts@cordic.com |
New Sales & Account Management
| Telephone: | 01954 233 233 (Option 1) |
| E-mail: | sales@cordic.com |