Last updated: 20th May 2024
QS provides Support Services to MoveIN clients, according to the Terms and Conditions of contract, starting from the handover date until termination of the agreement.
System Availability
QS endeavour to provide availability of the MoveIN system at all times, excluding planned or emergency maintenance. For scheduled maintenance, QS will give clients at least 48 hours’ notice. Maintenance can be scheduled on any day of the week, including weekends, and can be at any time of the day, but QS will always try to minimise disruption to the service.
Access to Support
Clients may request support for MoveIN by creating a ticket on our web-based ticketing system. Tickets are created by sending an email to [email protected]
Service Levels
QS strives to respond to support requests within the time frame specified below, based on its category. QS always endeavours to respond rapidly and provide a service that meets the client’s requirements. Times are based on UK working hours (Monday to Friday, 9am to 5pm). A Business Day is defined as 8 hours and excludes public holidays.
| Category / Priority | Description | Respond within | Resolve within | ||
|---|---|---|---|---|---|
| Urgent issue | Issue impacting the whole system e.g. System unavailable. Back office users have no access or visitors (e.g. candidates) unable to access online portal / forms. | 2 hours | 8 hours | ||
| High issue | Issue prevents back office users from completing a key process, such as updating applicant’s status, creating offer letters etc. | 4 hours | 2 Business Days | ||
| Normal issue / Question | General question and non-critical errors, not impacting business critical activities or restricted to individual users or circumstances e.g. specific browser. | 1 Business Day | 6 Business Days | ||
| Request (Low) | Request to carry out a simple task on behalf of the client, such as opening a new program or importing a csv file. | 2 Business Days | 6 Business Days – or according to agreed schedule |
Note:
- Issues may be resolved either by a temporary workaround or through a permanent solution.
- The time taken to resolve an incident is dependent on the issue being clearly identified by the client. The resolved time above does not include any delay whilst waiting for the client to provide further information.
| Version Control MoveIN Support Service Policy | ||
|---|---|---|
| Version | Date | Changes |
| 1.0 | 20th May 2024 | First Version |
