activereach chargeable incidents and work
activereach customers are expected to have unexpired support incidents to cover the raising and resolution of issues. Each incident or issue is treated as a support case within the support team.
This document clarifies what is considered a chargeable incident.
Chargeable as an Incident (non-exhaustive)
- Queries (‘how do I…?’ questions)
- Work related to the resolution of problems (not otherwise charged as engineering time)
- Minor Configuration changes (‘can you…?’ questions – if not of a magnitude requiring engineering time)
- Configuration restores (remotely performed)
- Software bugs resolution and reporting
- PreSales issues opened with the support team
- Software or Firmware upgrades (performed remotely during working hours)
- 3rd party security or spam alert confirmation and resolution
- Incidents raised by an intermediate 3rd party support organisation without adequate investigation
- Spare equipment reconfiguration
- Customer operated monitoring platform alert confirmation and resolution
- activereach operated monitoring platform alerts for non-circuit connected devices
- Circuit down failure investigations outside of working hours
- Circuit down failure investigations due to customer or site issues
- Cases leading to onsite investigations
- Incidents reopened after being closed for 14 or more days.
Not Chargeable as an Incident (exhaustive)
- Installations (treated as chargeable engineering work)
- Circuit down failures within normal working hours (confirmation and reporting of circuit down only)
- activereach Monitoring Platform alerts for activereach supplied circuit NTE
- Carrier planned maintenance notifications
- Hardware failures reported on first contact with activereach where the device has hardware support contract placed with activereach
- activereach Installed/Pre-configured & Shipped items within first 30 days
- Programmed Engineering
- activeDefence DDoS Testing cycles
- Courtesy calls/cases
- Related cases (additionally opened cases within 14 days relating directly to the first case)
- activereach support portal access requests
- Sales queries sent to support (for wholly sales matters)
- Cases lasting less than 10 minutes
- Notification of firmware security issues (resolution may be a chargeable incident or engineering work)
- Provision of customer administrative access details to a customer owned device (where known to activereach)
Chargeable Work
- Consultancy
- Audits
- Onsite Installations (treated as engineering work)
- Onsite investigation work needed in support of a current case (Complex ‘Why’ queries – treated as engineering work)
- Remote installations and non-minor configuration (treated as engineering work)
- activereach purchased equipment pre-configuration (treated as engineering work)
- Cases involving significant liaison with a third party for configuration changes (engineering time)
- Time spent in excess of 40 working hours on a chargeable case