OSKY understands the critical importance of a robust and efficient support system to ensure the ongoing success and performance of websites and apps under our care. Our Service Support Model is meticulously designed to cover a comprehensive range of services, from monthly maintenance and security patching to real-time incident management. This model outlines our commitment to delivering exceptional support through a structured process, clear roles and responsibilities, and proactive communication.

With a dedicated team of Customer Support Representatives (CSRs) and seamless collaboration with 3rd parties and regulatory bodies like the Australian Communications and Media Authority (ACMA), OSKY aims to provide clients with a reliable and responsive support framework. This model not only prioritises quick issue resolution but also emphasises continuous improvement through feedback mechanisms and regular review meetings, ensuring a dynamic and evolving support system tailored to meet our clients’ unique needs.

1. Support Scope:

• Covered Services – OSKY’s support encompasses ongoing maintenance, security patching, troubleshooting, and technical assistance for the client’s website.
• Excluded Services – Services beyond the agreed-upon support scope will be subject to separate discussions and may require additional resources.

2. Support Process:

• Request Submission – Support requests are submitted through the designated channels, including the service desk, email, or the online support portal.
• Ticketing System – OSKY utilises a ticketing system (Redmine) to track and manage support requests efficiently.
• Prioritisation – Requests are prioritised based on urgency and impact on website performance.
• Resolution – OSKY commits to providing timely resolutions, ensuring minimal disruption to the client’s website operations.

3. Service Desk:

1. Roles and Responsibilities:
   1. Customer Support Representative (CSR):
      • Primary contact for support requests.
      • Logs and triages incoming requests.
      • Provides initial troubleshooting.
   2. 3rd Party Collaboration:
      • Engaged for specialised support when necessary.
      • Collaborates with OSKY to address specific issues.
2. ACA (Australian Communications and Media Authority):
   • Regulatory compliance and consultation, if required.
   • Collaborates with OSKY to ensure adherence to standards.

4. Contacts:

1. Primary Contacts:
   • Assigned Senior Account Manager
   • Client’s Primary Contact
2. Emergency Contacts:
   • Bruce Hargrave, Senior Project Manager – ‭0478 919 890‬
   • Andrew MacLean, Senior Account Manager – ‭‭0422 496 759‬‬
   • Ken Ong, Principal Consultant – ‭0422 124 638

5. Major Incident Management:

• Identification – Major incidents are identified based on their impact on critical functionalities or widespread disruptions.
• Communication – Immediate communication to the client and relevant stakeholders in the event of a major incident.

6. Escalation Matrix:

• Tiered Escalation – Support requests escalate through predefined tiers based on complexity and severity.
• Resolution Escalation – If an issue cannot be resolved within the agreed-upon timeframe, it escalates to higher tiers for expedited resolution.

7. Continuous Improvement:

• Feedback Mechanism – Client is encouraged to provide feedback on the support process to facilitate continuous improvement.
• Review Meetings – Regular review meetings to discuss ongoing support, address concerns, and make necessary adjustments to enhance services.

By adopting this Service Support Model, OSKY aims to provide effective, timely, and comprehensive support for the client website, ensuring its continued optimal performance.