How does Support work?
Modica’s Service Delivery team are some of the best in the business!
We offer two support options for our customers:
Business Hours Support – Free business hours access to our helpdesk for all customers,
OR;
Extended Hours Support – As an additional paid service, we offer 24 x 7 assistance from our customer support team when you quote an extended support number (ESP Number).
With this option, you can also choose to add for an additional fee;
- One-Off Event Support
- Advanced Monitoring and Analytics
Contacting Support
- E-mail: support@modicagroup.com
- Find Local Telephone & Offices
- View Up-To-Date Systems Status Information
- Global Phone Number: +64 4 498 6000
- Support Line: 0800 77 66 22
Escalations: Lorelena Kulatea-Viki - Head of Service Delivery
- Mobile (NZ): 021844538
Service Descriptions
Business Hours Support
Modica provides Business Hours support for all Clients between the hours of 8.30am and 5.00pm Monday to Friday (*New Zealand Business Hours, ex NZ Public Holidays) at no additional charge. Calls or tickets may be logged outside of these times but will not be dealt with until the next working day unless you have signed up for the 24x7 Service and you have an Extended Hours Support agreement.
24x7 Support
Our 24X 7 Helpdesk Service provides access to support outside of normal New Zealand business hours. When you sign up to our 24x7 Service you will be given an ESP Number. You must quote this number to our Helpdesk (by phone) when requesting support outside normal business hours in order to be escalated to the out of hours support staff.
Where a call is logged and assistance given by our customer support team but the cause of the problem is found to be outside of Modica’s control, we reserve the right to on-charge the hourly rate, as agreed pursuant to these 24X7 Service terms.
Note: Our Email support queue is currently only monitored within NZ business hours.
Event Support
Upon request, and by prior arrangement, Modica will provide an on call developer and/or engineer to support the mobile platform when there is a particular event that is mission critical or could generate large volumes. Whilst the Modica infrastructure is covered by our Service Uptime Policy (see below), specialised event support will be at an additional fee as outlined in these Service terms.
Logging a Call - All normal support calls should adhere to the process outlined. During the “event window” – ie the period for which specialised cover has been arranged, our first line support team will forward all calls to the on call developer.
Monitoring Services
Our monitoring services cover the two functional areas of
- Modica Platform/Infrastructure
- Customer Gateway API services (upon request/custom configuration)
Modica Platform/Infrastructure
Separate to specific customer connections and services, Modica monitors and alerts on the performance of its own infrastructure. This is things like;
- Carrier Connections
- VPN Connections
- Hosting Infrastructure
- Hosted environment metrics such as disk, CPU etc Note: This setup is internal to Modica and completely separate to any customer monitoring or alerting. Customer Specific services must be setup on a case by case basis
Modica Monitoring Parameters
For each test there are a number of configurable parameters:
Test Interval
This is configurable in minutes to a maximum frequency of a test every two minutes.
Threshold The Client can define three levels of threshold:
-
Warning
-
Critical
-
Recovery
Each threshold can be configured as to the criteria which determine when that threshold is reached and the action to be taken at that threshold.
Threshold Action When a threshold is reached the Client can choose to be notified either by email, by SMS text message or both. The action can be configured to be dependent on the time of day and the content of the message to be sent.
