mclaren support centre - mclarenint.com · page 1 of 8 mclaren support centre procedures &...
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McLaren Support Centre
Procedures & Contacts
McLaren Technologies Asia Pacific Pte Ltd
McLaren International Pty Ltd
www.mclarenint.com
McLaren is committed to helping you generate higher revenues, reduce operating costs and increase customer satisfaction and engagement. In short, our goal is to help you achieve your goals. In order to accomplish this, we have outlined the level of service you can expect from us, 24/7.
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What Is Covered
Exceptional Availability Our goal is to provide a 99.9% application up time over the span of the agreement excluding predetermined maintenance windows, as well as network and other potential outages outside of the control of McLaren.
Data Security McLaren will employ security methods and procedures in accordance with current company privacy policies, as well as industry best-practice standards. As standard practice, all ICE in-room and lobby tablets will have restrictions enabled to the extent provided by the hardware and OS platforms to prevent from accessing device configuration settings.
Alerts and Advance Notifications McLaren will make every reasonable effort to provide advance communication regarding scheduled server maintenance or security changes that may affect usability of the ICE system. McLaren will provide communication regarding all system updates and reserves the right to determine criteria indicating the need for any application update/upgrade and its implementation.
ICE customers are expected to report any planned changes/modifications to their internal systems or the local environment that may affect the functionality of any installed Intelity systems at least 1 week in advance of such changes. This includes, but is not limited to, any hotel system upgrades, internal network or Internet service changes or routine maintenance. Notification of such changes less than 1 week in advance may result in additional support charges to the Client depending upon the remediation work required on McLaren’s side to restore ICE services.
ICE Software Cloud Infrastructure
Limited third-party
software interfaces
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Customer Support Request
Support Services provided under this document are in accordance with Terms and Conditions described in the McLaren Support Agreement: mclarenint.com/support-policy/
Support can be requested via Phone, Email or Online Customer Portal
Support Case Numbers are used to track and monitor the Support Request
Severity Level ONE (1) – IMPACT URGENT
LOCATION CONTACT NUMBER
Singapore + 65 6722 0738
Hong Kong / Macau + 852 3014 0804
China + 86 10841 81928
Malaysia +60 3 2178 4817
Indonesia + 62 21 2960 2151
Thailand + 66 2105 5713
Australia / NZ / Pacific + 61 2 8915 1359
Middle East / Africa + 20 2 5356 5811
South Korea + 82 6322 2730
Severity Level TWO (2) – IMPACT IMPORTANT
SERVICE CONTACT
Email Support [email protected]
Customer Portal Customer Service Portal_Introduction
SEVERITY LEVEL 1 SEVERITY LEVEL 2
URGENT IMPORTANT
2 HOURS RESPONSE TIME 12 HOURS RESPONSE TIME
Any situation that prevents core functionality of the entire service for the organization, a
site or multiple groups. Any situation that prevents core functionality for multiple users
where no useful work can be done and/or
A system function is experiencing downtime causing operational interruption
and/or a failure of extended functionality where a work around is available.
Any requests for new functionality,
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system inoperable. This can also be any issue
that involves a site-wide security compromise
features or upgrades.
Customer Support Overview
PHONE
Severity 1 - 24/7/365
EMAIL/PORTAL
Severity 2 – 24/7/365
LEVEL 2 PRODUCT SUPPORT
McLaren Product Specialists supporting
the entire product portfolio
LEVEL 3 SUPPORT & RESOLUTION
McLaren 3rd Level Support and
resolution via authorised channel
partners
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Customer Support Portal
To obtain a username and password, please contact the McLaren Support Centre:
Open the Customer [Self-Service] Portal in your browser [save to favorites]:
https://emea.salesforce.com/sserv/login.jsp?orgId=00D200000006Un9
Enter your username and password as provided via email.
Customer Support Request Information
A Customer Support Request must include the following information. This can be conveyed via Phone/Portal/Email in accordance with Section 1. Full name and position Property name and Location Phone number and/or email address with alternate contact details within the property Product item affected Time and date of problem detection Description of the problem and the resulting impact to the property
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McLaren Support Request Process
General Problem
Customers contact the McLaren Support Centre via Phone, Email or Online Portal in accordance with Section 1
McLaren Support Staff document the Support Request as per Section 2 and provide the customer with a Support Case ID
The Support Case ID is used to track and monitor the Support Request
When complete, McLaren Support Staff close the case and respond to the Customer with an account of the resolution
Modification, Addition or Change Request
Customers contact the McLaren Support Centre via Phone, Email or Online Portal in accordance with Section 1
McLaren Support Staff document the Support Request and compile information relevant to the Modification, Addition or Change
The Support Case ID is used to track and monitor the Support Request
If required, McLaren provides the customer with a quote for the required work. If no quote is required, McLaren Support Staff complete the Support Request, close the case and respond to the customer with an account of the resolution
Note: Minimum time chargeable for on-site work is 2 (two) hours per person per visit
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McLaren Customer Support Systems
McLaren International Support Centre operates an on-line customised Helpdesk System provided by Salesforce.com. In addition a self-service Customer Portal is also powered by Salesforce and available online to customers.
Unified Messaging is supplied by iCommo.com/eFax; delivering all messages to email inboxes with automatic SMS notifications sent to mobile devices. All McLaren Support Staff hold email enabled devices to accommodate the powerful Unified Messaging services. Skype ID’s and WebEX sessions are also utilised by McLaren Support Staff.
McLaren – Important Contacts
NAME LOCATION PHONE Email Support Singapore +65 6722 0738 [email protected]
Hong Kong /
Macau
+852 3014 0804
China +86 10841 81928
Malaysia +60 3 2178 4817
Indonesia +62 21 2960 2151
Thailand +66 2105 5713
Australia / NZ / Pacific
+61 2 8915 1359
Middle East /
Africa
+ 20 2 5356 5811
South Korea + 82 6322 2730
Matthew Watson COO + 61 2 9251 4477 [email protected]
Matthew White CEO + 61 2 9251 4477 [email protected]
Intelity – Important Contacts
NAME DETAILS DESCRIPTION Intelity Help
Centre http://support.intelitycorp.com Primary method to request technical support 24 x 7, 365
BH Telephone + 1 407 965 2222 Optional method for reaching us during business hours
AH Telephone + 1 888 ICE 4HLP Optional method for reaching us after business hours
Email Address [email protected] Sending an email to this address will automatically generate a non-urgent support ticket in the Help Centre
Standard Office Hours
Monday through Friday 8:30am to 6pm EST
Intelity is headquartered in Orlando, Florida
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McLaren Business Locations & Facilities
McLaren Technologies Asia Pacific Pte Ltd
111 North Bridge Road #23-05, Peninsula Plaza
Singapore 179098
McLaren International Pty Ltd
Suite 4, Level 9 220 George Street, Sydney 2000
NSW, Australia Tel: +61 2 9251 4477 Fax: +612 8915 1358