Self Service Portal¶
Nelen & Schuurmans provide a Service Desk function via https://nelen-schuurmans.topdesk.net/, The Nelen & Schuurmans Self Service Portal shall be available 24/7. The Service Desk giving support on all Lizard products for Lizard customers. Customers can reach telephonic support (Prio 1) on working days from 09:00 - 17:00 (CEST) excluding the days declared as dutch public holiday close days.
Customers shall report incidents primarily via the Self Service Portal but may also do so via email: email@example.com. This access should be used for, but not limited to: * new incidents * monitor service progress * account requests * malfunctions reports * query, problem and defect reporting * requests for general technical support * submission of enhancement/feature requests
All incidents relating to the Lizard software with the exception of enhancement/feature requests are recorded and followed up at no additional cost.
The responsiveness of Nelen & Schuurmans is driven by the severity of an incident. All incidents within the agreement can be subdivided into priorities. There are three levels here. Each level is based on an urgency. The initiative for determining urgency lies primarily with the applicant. The levels are:
Prio 1 (high): Lizard functionality is completely unavailable or inaccessible. The situation requires immediate attention. The work and/or management processes are hindered or the importance to the Client is large with no workaround possible.
Prio 2 (medium): The work and/or control processes are hindered or the Client’s importance is large, but with a workaround is possible.
Prio 3 (low): Not urgent. Lizard is impaired, a single function is impacted but key business processes are not interrupted. The problem causes minimal operational or business impact, a general technical question or enhancement request.
Beyond the scope are enhancement/feature requests or questions about the use of Lizard in the organisation, for which the customer can purchase an additional service. For more info the customer can contact the local Lizard consultant or email to firstname.lastname@example.org.
This document will be revised periodically to reflect changes in the products and solutions being supported and the processes, procedures and technologies being used to deliver support services. The latest version of this document was created on 2020-01-09.