KORE Customer Service Level Metrics Guide

1. INTRODUCTION
2. OBJECTIVES
3. PROCEDURES FOR CONTACTING KORE SUPPORT
4. GUIDELINES AND SERVICE LEVEL METRICS (SLM) FOR CUSTOMER'S GENERAL INQUIRES WHICH ARE NON-SERVICE IMPACTING
5. TIERED ESCALATION SERVICE LEVEL METRICS (SLMS) FOR CUSTOMER GENERATED TROUBLE TICKETS
6. KORE WIRELESS CHANGE REQUESTS AND ADDS
7. KORE WIRELESS CORE BACKBONE NETWORK SLM
8. KORE WIRELESSS ESCALATION PROCESS AND SLM'S

1. INTRODUCTION
KORE Wireless is a leader in 'Machine to Machine' (M2M) communications and strives to provide the best customer experience with KORE services. Our customers and their satisfaction is our top priority. This document outlines guidelines and objectives for Service Level Metrics between KORE Wireless and our customers.


2. OBJECTIVES
The objective of this document is to define both procedures for contacting KORE Support and Service Level Metrics between KORE Wireless and our customer. The Service Level Metrics are defined for: (i) Inquiries to Support; (ii) Open Trouble Tickets and (iii) Network Availability.


3. PROCEDURES FOR CONTACTING KORE SUPPORT
With support as our top priority, KORE Wireless offers three methods for contacting Support in rank order of preference below:

  1. Open trouble ticket via PRiSMPro (preferred method for optimal response time, tracking & escalation)
  2. Call KORE Support
  3. Send an Email to KORE Support*

*Please note that sending emails directly to a KORE Support Engineer may cause delays in processing your inquiry or initiating a trouble ticket. This method should be used in following up on an inquiry or issue for which there is already an assigned trouble ticket. When sending email, please reference the existing trouble ticket in the email subject line.

 1) Log into PRiSM Pro to initiate an inquiry or trouble ticket by clicking on the KORE Support graphic at the top left of every page.  Follow the steps defined and then submit.  Via PRiSM Pro , you can also monitor and track all outstanding inquiries and trouble tickets.  This is the recommended process for initially contacting KORE Support.  All tickets opened via PRiSM Pro will be acknowledged by a KORE Support Engineer by email within 4 Business Hours during the hours of 8:30 AM to 5:30 PM CST Monday through Friday.  Tickets opened on out of Business Hours will be acknowledged  by 10:00 AM CST the next business day.

2) Call one of the following phone numbers.

 I. General Inquiries for non-service impacting questions : All inquiries can be made by calling 1-204-954-2888 or toll free 1-877-710-KORE (5673) .  Regular hours are between 8:30am to 6:00 pm (CST) Monday through Friday. After hour calls will be recorded and answered the following business day.

II. Technical Support Service issues : Call 1-204-954-2888 or toll free 1-877-710-KORE (5673) during regular hours 8:30am to 6:00 pm (CST) Monday to Friday and 8:00am to 4:30pm (CST) Saturdays.

III. After Hours Support : For Emergency Situations Only , outside of normal business hours, please call the KORE after hours emergency support number 1-866-611-KORE (5673) . Charges may apply.  For information on Support charges, pls. refer to your contract.

 All tickets opened via a phone call into KORE Support will be followed-up with an email from a KORE Support Engineer by email from a KORE Support Engineer by email within 4 Business Hours during the hours of 8:30 AM to 5:30 PM CST Monday through Friday.  Tickets opened out of Business Hours will be acknowledged will be acknowledged by 10:00 AM CST the next business day.

 3) Send email to support@koreWireless.com : Emails for KORE Support should only be used for follow-up inquires or previously opened tickets. Please include the KORE ticket number in the subject line when sending email requests .

All emails send to support@koreWireless.com will be responded to by a follow-up email by 10:00 AM the next business day.

4. GUIDELINES AND SERVICE LEVEL METRICS (SLM) FOR CUSTOMER'S GENERAL INQUIRES WHICH ARE NON-SERVICE IMPACTING

KORE Wireless treats all inquiries with the highest importance. The following is an objective set of SLM's that KORE Wireless will strive to achieve. Enquiries not specified below will be analyzed by a trained technician and assigned an SLM suitable for the task.

Request

Ticket Type

Request Completion Goal

1

CDR Request

5-7 Business Days

2

Admin/Billing

5-7 Business Days

3

PRiSM Pro Login Request

1 Business Day

4

SIM/ESN/MEID Transfer

2 Business Days

5

Device Service Feature Changes

4 Business Hrs if received by 2PM CST Mon- Fri

6

Pre-Activation (tied to Stock Order)

1 Business Day

7

Stock Orders

1 Business Day if order is received prior to 3:30 PM CST Mon – Fri. Excluding Canadian National holidays. (Account must be in good standing)

5. TIERED ESCALATION SERVICE LEVEL METRICS (SLMS) FOR CUSTOMER GENERATED TROUBLE TICKETS
At KORE Wireless we pride ourselves in providing technical support staff with industry leading troubleshooting skills. With this in mind we have created customer SLMs for all offerings of our business. This section outlines activities and metrics values that are geared to minimize the timeframe for service restoration. The time-frame each Tiered department within the KORE Support Organization has to trouble-shoot an issue before escalating to the next Tiered level SLMs is listed below.

Priority Level / Definition

Tier I to Tier II Escalation Times

Tier II to Tier III Escalation Times

Tier III to Tier IV Escalation Times

P1- Catastrophic- Entire outage affecting most/all customers and their devices.

Immediate

Immediate

30 Minutes

P2- Critical-Issues that affect more than 1 customer or affects more than 25 devices on a single customer.

Immediate

15 Minutes

1 Hour

P3- Major-Intermittent issues that affect 1 customer or affects more than 25 devices on a single customer. Delayed PRSIM deactivations and activations.

15 Minutes

30 Minutes

2 Hours

P4- Minor-Issues that impact less than 25 devices for one customer.

1 Hour

2 Hours

6 Hours

P5- Non-Service Effecting General Request.

24 Hours

48 Hours

72 Hours

6. KORE WIRELESS CHANGE REQUESTS AND ADDS
KORE Wireless gives our customers the ability to request network changes either by completing the on-line electronic request form in PRiSMPro or completing and faxing in a change request form downloaded from PRiSMPro.

Request Type

Expected Completion time frame

ICSMS

6 Business Days including ATP

VPN

6 Business Days

SMPP

6 Business Days, including ATP

SMS Short Code

3 Business Days

API Setups

6 Business Days

Static IP Setups

6 Business Days

Change Request

6 Business Days

New APN Request

45 Business Days

7. KORE WIRELESS CORE BACKBONE NETWORK SLM
KORE Wireless owns and operates its own MPLS backbone IP network. This network consists of two geo-redundant data centers located in Atlanta Georgia and Las Vegas Nevada. Due to the high availability and geo-redundant design of the KORE network, KORE Wireless strives for 99.99% customer service availability. This SLM strictly applies to the KORE Wireless core MPLS network located in Atlanta Georgia and Las Vegas Nevada. It does not apply to KORE wireless partners networks or KORE customer networks, ISP, or VPN tunnels that connect to KORE ASR 1004 Cisco routers. Outage times for planned maintenance are not counted into availability statistics.

KORE Wireless uses the following 12 month availability metrics to track performance and to trigger network and equipment upgrades.

Equipment

KPI

Threshold

Trigger for Upgrade

Servers

Memory Utilization

75%

70%

Servers

CPU Utilization

75%

70%

Servers

Disk Space

75%

70%

Servers

Port throughput

75%

70%

Routers Switches

Memory Utilization

60%

50%

Routers Switches

CPU Utilization

50%

70%

Routers Switches

Total Throughput

75%

70%

Routers Switches

Internet bandwidth

60%

50%

Routers Switches

ASR1004

350 VPN Customers

300 VPN Customers

Network

Servers Availability

99.900%

98%

Network

7200 Routers Availability

99.900%

98%

Network

ASR 1004 Router Availability

99.900%

98%

Network

6500 Switch Availability

99.900%

98%

Network

Overall Customer Service Availability

99.900%

98%

Application

PRiSMPro

99.900%

98%

8. KORE WIRELESS ESCALATION PROCESS AND SLM'S
KORE Wireless strives to ensure a quick resolution to all inquiries and tickets. For this reason, and to maintain a high standard of satisfaction to our customers, KORE Wireless provides an escalation process according to the following table.

Priority Level / Definition

Managerial Escalation Level

Initial Expected Escalation Times

Required update

P1- Catastrophic- Entire outage affecting most/all customers and their devices.

Notification to Director of Support and SVP of Support (simultaneous)

 

Immediate

Immediate -updates as conditions changes and until resolved.

P2- Critical-Issues that affect all devices on a single customer.

Escalation to Director of Support

2 hours

Immediate -updates as condition changes and until resolved to impacted customer.

P3- Major- Intermittent issues that affect 1 customer or affects more than 25 devices on a single customer. Delayed PRSIM deactivations and activations.

Escalation to Director of Support

3 hours

every 24 hours

P4- Minor-Issues that impact less than 25 devices for one customer.

Escalation to Director of Support

5 days

every 24 hours

P5- Non-Service Effecting General Request.

Escalation to Director of Support

7 days

every 48 hours

9. KORE TECHNICAL SUPPORT ESCALATIONS LIST

Supervisor, Connectivity Tier 1 Support
Cynthia Gonzalez
Office: +1-513-792-4654
cgonzalez@korewireless.com

Director, Customer Support
Victor Quiros
Office: +1-513-792-6063
Mobile: +1-305-934-8530
vquiros@korewireless.com

SVP, IoT Managed Services & Support
Ariel Gonzalez
Office: +1-513-792-6043
Mobile: +1-239-826-2348
agonzalez@korewireless.com