Service Level Agreement
Service Level Agreement (SLA)
for MGI Golf Customers by
MGI Golf Pty Ltd
11 Maurice Court Nunawading, Victoria 3131 Australia.
Copyright © 2022 MGI Golf, All Rights Reserved.
Effective Date: 01-01-2022
Document Owner: MGI Golf
Service Level Agreement
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between MGI Golf and MGI Golf Customers for the service level granted to customers during and after the sale and purchase of MGI Golf goods and services.
This Agreement remains valid until superseded by a revised agreement. This Agreement outlines the parameters of all services covered. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent customer service support and delivery to Customers by the Service Provider.
The goal of this Agreement is to inform the Customer of the service level expected of MGI Golf and remedies the Customer can seek if MGI Golf fails to provide a satisfactory service level.
The objectives of this Agreement are to:
Provide clear reference to service ownership, accountability, roles and/or responsibilities.
Present a clear, concise, and measurable description of service provision to the customer.
Match perceptions of expected service provision with actual service support & delivery.
MGI Golf (“Service Provider”)
MGI Golf Customers (“Customer”)
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
MGI Golf (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided it is communicated to all affected parties. The Document Owner will incorporate all subsequent revisions into the new Agreement.
Review Period: Yearly
Previous Review Date: 01-01-2021
Next Review Date: 01-01-2023
The following Services are covered by this Agreement:
- Manned telephone support
- Manned live chat support
- Monitored email support (includes all online form submissions)
- Remote assistance using Remote Desktop Support software
- Payment for all costs for goods and services at the agreed interval.
- Reasonable availability of customer representative(s) when resolving a service related incident or request.
Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
- Meeting response times associated with in-store sales and service.
- Meeting response times associated with online sales.
- Meeting response times associated with service related incidents.
- Resolutions available to Customer for Service Provider not meeting service level.
- Appropriate notification to Customers for all scheduled maintenance and changes to services.
Effective support of services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of services and related components.
Coverage parameters specific to the services covered in this Agreement are as follows:
In-store sales & service support: 9:00am to 5:00pm Monday – Friday AEST. Excludes all Australia public holidays. In-store sales & service support will not be received outside of business hours.
Online sales & service support: 9:00am to 5:00pm Monday – Friday AEST. Excludes all Australia public holidays. Online sales & service support will not be received outside of business hours.
Telephone support: 9:00am to 5:00pm Monday – Friday AEST. Excludes all Australia public holidays. Phone calls will not be received outside of business hours.
Live Chat support: Monitored 9:00am to 5:00pm Monday – Friday AEST. Excludes all Australia public holidays. Live Chats received outside of office hours will be collected, however no action can be guaranteed until the next business day.
Email support: Monitored 9:00am to 5:00pm Monday – Friday AEST. Excludes all Australia public holidays. Emails (including all online form submissions) received outside of office hours will be collected, however no action can be guaranteed until the next business day.
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
- Within 0-8 hours (during business hours) for issues classified as High priority.
- Within 48 hours for issues classified as Medium priority.
- Within 5 working days for issues classified as Low priority.
Available Customer Resolutions
For the fastest resolution to your enquiry, contact MGI Golf directly by visiting https://mgigolf.com/pages/contact and clicking on “CONTACT” in the navigation bar where you can phone call, live chat, email or submit an online enquiry to MGI Golf to receive support for all queries.