Kaizn Support Services for MaxContact Cloud Contact Centre

Purpose

This document defines the support services provided by Kaizn for the MaxContact Cloud Contact Centre platform. It describes how support is accessed, how incidents and service requests are managed, and how communication, escalation, and continual improvement are performed and accessed.
Scope of Services

This applies to all customers with an active support agreement and cover:
- Operational support for the MaxContact platform
- Incident resolution and service restoration
- Handling of standard service requests
- Communication of service status, maintenance, and disruptions
Support services are delivered under a defined management system to ensure consistency, quality, and continual improvement.
Support Function

The Support desk acts as the single point of contact for all support-related interactions between customers and Kaizn.

Responsibilities
- Logging, categorising, and prioritising incidents and service requests
- Coordinating resolution and service restoration activities
- Communicating progress and status to customers
Escalating issues in accordance with defined escalation procedures

Support Availability

Support availability is aligned to service criticality and business impact.

Support Type	Availability
Service Request and Incidents	Monday to Friday, 08:00–16:30 (QLD)
High‑Impact and Critical Incidents Only	Support by phone for Severity 1 and Severity 2 incidents _{Escalation path defined internally at Kaizn}*

Support hours and response objectives are defined in customer agreements and form part of the service level controls. Customer obligations apply as per the customer agreement.

Incident Management

An incident is an unplanned interruption to a service, a reduction in service quality, or a failure of a service component that could impact service delivery.

Objectives

Restore normal service operation within agreed timeframes
Minimise business impact to customers
Ensure controlled communication and traceable resolution

Incident Handling

Incidents are:

Logged and categorised by impact and urgency
Prioritised according to defined criteria
Managed through resolution and recovery activities
Reviewed where required to support service improvement

Severity Level	Contract Interpretation	SLA
Severity 1 (Critical Incident)	Customer is unable to use the Service in a production environment (system down, critical system impact)	Acknowledgement: Within one (1) hour. Resolution: Continuous effort to restore service will commence immediately, with remote assistance provided within four (4) hours of receipt of notice of the Problem. Support Commitment: The Supplier and Customer will commit the necessary resources around the clock (24×7) to resolve the problem, obtain a workaround, or reduce the severity of the problem.
Severity 2 (High‑Impact Incident)	Major service function unusable; severe business impact with no acceptable workaround	Acknowledgement: Within four (4) Business Hours. Resolution: Within twenty‑four (24) hours of receipt of notice of the Problem from the Customer. Support Commitment: The Supplier and Customer will commit full‑time resources during Business Hours to resolve the Problem, obtain a workaround, or reduce the severity of the Problem.
Severity 3	Moderate impact: limited users or functionality affected	Acknowledgement: Within four (4) Business Hours. Resolution: Within twenty Business (20) Days. Support Commitment: The Supplier and Customer will commit appropriate resources during normal Business Hours to resolve the Problem.
Severity 4	All other problems	Acknowledgement: Within one (1) Business Day. Resolution: The Problem will be resolved in a future release of the Service, at the Supplier’s discretion.

Service Request Management

A service request is a formal request from a customer for information, access, or a standard support activity that does not represent a service failure.

Examples include:

Product or configuration guidance
Access and credential requests
Platform usage enquiries

Request Type	Contract Handling Model	SLA
Product or platform guidance	Support Services - Informational request	Acknowledge requests within four (4) Business Hours.
Operational advice	Support Services - Advisory service request	Acknowledge requests within one (1) Business Day.
Non‑urgent assistance	Standard service request	Acknowledge requests within four (4) Business Hours.
Future enhancement	Future release/ Request for improvement (Supplier discretion)	Acknowledge requests within one (1) Business Day.

Access to Support

Primary Support Channel
All incidents and service requests must be submitted through the Support Portal. This ensures accurate tracking, prioritisation, and compliance with service management controls.

Support Portal:
https://maxcontactaustralia.com.au/customer-portal or email support@kaizn.au

Telephone Escalation
For urgent issues that require immediate attention, customers may contact MaxContact Support by phone using the number provided in their service agreement.

Australia – 1300 570 703
New Zealand – 0800 197 020
Escalation Management

Escalation occurs when:
- Resolution targets are at risk
- Business impact increases
Escalations are managed internally in accordance with documented escalation procedures to ensure timely decision making‑ and service recovery.
Self‑Service and Knowledge Resources

Kaizn provides customer access to:
- Knowledge base articles
- Troubleshooting guides
- Product documentation
Customers can access the above by visiting https://maxcontactaustralia.com.au/knowledge
Professional and Assisted Services

Requests that fall outside standard support scope such as:
- Custom development or reporting
- Advanced configuration
- Training and optimisation activities
These are managed separately under Professional Services arrangements and are not treated as standard support activities. Standard PS charges apply depending on scope of the request.