Support

Support covering your use of the SSG platform is provided by email, telephone and chat. We aim to respond within 4-hours of receipt for non-critical issues and within 30-minutes of receipt for critical issues.

We will act on valid support requests submitted by customers during normal UK office hours within 60 minute of receiving such requests. Support requests submitted by the customer outside of normal UK office hours will be acted on as through they had been received at 0900 UK local time on the next working day.

The SSG platform is monitored 24x7 and we will respond to critical issues at any time when they are identified by our monitoring. Incoming support emails are also monitored outside of normal support hours.

Our standard support service included as part of the SSG Contract is to help you make use of your SSG instance and the proper operation of the overall SSG platform. Our standard support service does not include us configuring or otherwise operating your SSG instance.

Support services beyond our standard support service can be arranged and additional charges apply (see SMPP SMS Gateway - Professional Services).

SMPP SMS Gateway - Professional Services

SSG Professional Services can be arranged and are in addition to the SMPP SMS Gateway services provided under the SSG Contract. The additional services are available in two levels: Basic (GBP 1500 per month) or Advanced (GBP 2500 per month).

Normal hours for delivery of these services are 0800 - 1800 UK local time. Extended hours (covering critical issues and scheduled sessions) are 0600 - 2200 UK local time.

Basic level

• Supplier initial connection set-up.

• Troubleshoot supplier SMPP connection issue.

• Reconfigure supplier connection.

• Customer initial connection set-up.

• Second line customer support.

• Initial routing set-up.

• Reconfigure routing.

• Troubleshoot routing MO/MT.

Advanced Level

As “Basic” level, plus:

• Supplier cost processing.

• SMSC connection status alarm handling and liaison with suppliers.

• Managing routing of messages based on supplier costs, coverage and quality.

First line customer support remains the responsibility of the SSG customer for both Basic and Advanced levels.

To receive a proposal for either of these additional support services, please contact sales@melroselabs.com.

Our contractual commitment

SERVICE SPECIFICATION (SCHEDULE - PART 3)

SMPP SMS GATEWAY PLATFORM

Support

2.1. Melrose Labs agrees to provide the following services to the Customer in respect of the Services:-

2.1.1. reasonable assistance and the resolution of queries via a telephone call, chat or email originated by the Customer;

2.1.2. recommendations relevant to the course of action necessary to recover from a fault, error or failure emanating from the Services or their respective use.

2.2. The Customer shall supply Melrose Labs with a detailed description of the fault requiring support services as outlined above.

2.3. Melrose Labs will use all reasonable endeavours to ensure that support is carried out as quickly as possibly between the hours of 9am to 5pm Monday to Friday inclusive (UK local time) or, agreed as in accordance with the Service Level Agreement set out in Part 4 of the Schedule.

2.4. Support does not include service arising out of:- 

2.4.1. Failure by the Customer to implement recommendations previously advised by Melrose Labs;

2.4.2. Use by any employee or representative of the Customer who is not reasonably competent in the use of any element of the Services;

2.4.3. Use of the Service for a purpose for which it was not designed;

2.4.4. Operator error or omission or failure to following normal operating procedures.

2.5. Melrose Labs shall not be liable to the Customer for any failure or delay in providing support arising from any inability or delay in obtaining any services from third party service providers.

2.6. It is the sole responsibility of the Customer to configure and monitor their SSG instance.  Melrose Labs does not operate the Customer’s SSG instance unless this has been otherwise agreed between the parties.

SERVICE LEVEL AGREEMENT (SCHEDULE - PART 4)

Support

Melrose Labs will act on valid support requests submitted by the Customer during normal UK office hours (0900-1700 Monday-Friday UK local time) within sixty (60) minutes of receiving such requests.

Voice: +44 (0)131 510 7827 option 2 (Support) 

Email: support@melroselabs.com

Chat: as advised in Documentation

Support requests submitted by the Customer outside of normal UK office hours will be acted on as though they had been received at 0900 UK local time on the next working day.