Objectives

• To create an environment which is conducive to a co-operative relationship between AIM and Client to ensure the effective delivery of IT services.
• To provide clear reference to service ownership, accountability, roles and/or responsibilities.
• To define in detail the services to be delivered by AIM and the level of service which can be expected by Client, thereby reducing the risk of misunderstandings.
• To match perceptions of expected service provision with actual service support & delivery.

Complaints

In order for us to provide the best service possible, we encourage you contact AIM management for any of the following reasons:

• Response time outside the expected levels as listed.
• Loss of confidence or failure in providing solution or resolution.
• Unprofessional behavior or appearance by an AIM staff member.
• Any other issue relating to the relationship between AIM and Client.

The intent is to ensure thorough, timely and open resolution of any problem that may come up.

Submitting New Service Requests

• The preferred method to insure prompt service and communication is by submitting through the request form found using AIM's support portal located at https://support.aimitservices.com. With AIM's support portal, you can view and provide updates and additional documentation on existing requests.
• You can also email a detailed description of the request with supporting documentation to [email protected]. This automatically enters AIM's system to provide for automated communication.
• You are welcome to use the 'Old-Fashioned Way' and simply call our office directly at 602.808.9552. A representative will create a support request based on the details of your conversation.
• Requests should be submitted individually unless directly related to one another. Example: two software titles to be installed on same PC would be acceptable in same request. One software install on a workstation and another on a server would not be acceptable in same request.
• Emailing any AIM staff member directly is NOT an acceptable way to submit new service requests. A request received by this method will NOT be considered received if and until a ticket is created within AIM's system.

Urgent Support Requests Outside Standard Hours

• If the network or a critical application is down, check the emergency box in new request form or use extension 9 if submitting by phone.
• AIM's after hours support group will be paged and you are typically contacted within 15 minutes.
• Instead of the common non-motivating method of having one network administrator on call for 24/7 support, the first responder from AIM's after hours support group is rewarded with a bonus. This competitive model has resulted in instances of one minute response times and an average response time during non-standard hours of less than 15 minutes.
• Despite our incentive program, obvious delays in contacting the proper support staff after standard business hours can occur.
• Additional fees for emergency service may be incurred.

Priority of Support Requests

• AIM accepts all requests for service or information with the intent on providing the service or resolving an issue as soon as possible.
• Client acknowledges that this agreement establishes a 'shared' support model and AIM provides IT services to multiple clients, receiving numerous service requests each day.
• Because of the potential for a high volume of requests in a short period of time, each new request is delegated and prioritized by AIM's management based on its critical nature.
• Five levels of impact are listed below with their corresponding response expectations and guarantees.