Proses Dukungan dan Service Level Agreement (SLA) Benemica 2025

Sehubungan dengan kebijakan baru, berikut penjelasan mengenai proses dukungan dan service level agreement (SLA) yang berlaku di Benemica per 2025:

In accordance with the new policy, the following provides an explanation of the support process and service level agreement (SLA) applicable at Benemica starting in 2025.

1. Proses Dukungan (Support Process)

Tim Support Benemica berkomitmen memberikan layanan dukungan yang responsif dan terstruktur. Semua permintaan layanan akan dicatat dan diprioritaskan melalui sistem ticketing internal.

The Benemica Support Team is dedicated to providing responsive and structured support services. All service requests are recorded and prioritized using an internal ticketing system.

• Waktu Respon: 30 menit melalui jalur komunikasi chat.

Response Time: 30 minutes via chat communication channel.

• Jam Operasional: Senin – Jumat, 09.00 – 18.00 WIB (kecuali hari libur nasional).

Operational Hours: Monday – Friday, 09:00 – 18:00 WIB (excluding national holidays).

• Prioritas Permintaan: Semua permintaan akan diprioritaskan berdasarkan tingkat keparahan dan urgensi.

Request Prioritization: Requests are prioritized based on severity and urgency.

2. Saluran Dukungan (Support Channel)

a. Chat Support

• Dapat diakses melalui Chat Group Support atau WhatsApp di +62 878-5247-331.

Available through the Support Chat Group or WhatsApp at +62 878-5247-331.

• Waktu respon: 30 menit selama jam operasional.

Response time: 30 minutes during operational hours.

• Catatan: Pertukaran data confidential tidak diperbolehkan melalui saluran ini.

Note: Confidential data must not be shared through this channel.

b. Email Support

• Untuk pengiriman data confidential dan permintaan Change Request.

For confidential data and Change Requests.

• Email: support@bposeven.com

Email: support@bposeven.com

c. Call Center

• Untuk kebutuhan yang urgent dan perlu diskusi langsung.

           For urgent matters requiring direct discussion.

• Nomor: +62 21 39524568

Phone: +62 21 39524568

• Jam layanan: Senin – Jumat, 09.00 – 18.00 WIB.

Available Monday – Friday, 09:00 – 18:00 WIB.

d. On-Site Support

• Dilakukan atas permintaan klien dengan mengisi On-Site Support Request Form.

Conducted upon client request by submitting an On-Site Support Request Form.

• Form dikirim ke support@bposeven.com minimal 3 hari sebelum kunjungan.

The form must be submitted at least 3 days before the visit to support@bposeven.com.

e. Virtual Support

• Dapat dilakukan sesuai kebutuhan klien.

Available upon client request.

• Media: Zoom, Microsoft Teams, Google Meet, dll.

Conducted via platforms like Zoom, Microsoft Teams, or Google Meet.

Catatan: Virtual meeting dapat direkam untuk referensi di masa mendatang.

Note: Sessions may be recorded for future reference.

3. Proses Penanganan Permintaan dan Isu

Setiap permintaan atau isu akan:

Every issues will:

• Dicatat dalam sistem tracking internal.

          All issues are logged in the internal tracking system.

• Diprioritaskan berdasarkan tingkat keparahan.

            Issues are prioritized by severity levels.

• Memerlukan informasi lengkap, termasuk screenshot atau video proses hingga isu terjadi.

Detailed information such as screenshots or videos must accompany each report.

4. Service Level Agreement (SLA) Berdasarkan Tingkat Keparahan

Tingkat 1: Critical

Level 1: Critical

• Definisi: Insiden penting yang mengancam operasi utama dan berdampak signifikan secara finansial maupun reputasi.

Definition: Incidents that threaten core operations with major financial or reputational impact.

Contoh: Tidak dapat login ke Benemica Payroll.

Example: Unable to log in to Benemica Payroll.

• Waktu Layanan:

Resolution Time:

• Solusi sementara: 5 jam.

Temporary workaround: Within 5 hours.

• Solusi permanen: 2 hari kerja.

Permanent solution: Within 2 business days.

Tingkat 2: High

Level 2: High

• Definisi: Insiden berdampak besar bagi beberapa pengguna, namun tidak mengancam operasi utama.

          Definition: Incidents affecting multiple users without halting core operations

Contoh: Gagalnya dua atau lebih proses utama payroll.

            Example: Failure of two or more primary payroll processes.

• Waktu Layanan:

Resolution Time:

• Solusi sementara: 1 hari kerja.

Temporary workaround: Within 1 business day

• Solusi permanen: 5 hari kerja.

Temporary workaround: Within 5 business days.

Tingkat 3: Normal

Level 3: Normal

• Definisi: Insiden yang mengganggu pengguna, namun proses bisnis utama tetap berjalan.

Definition: Incidents affecting users without disrupting core business processes.

Contoh: Gagal unggah data, namun masih dapat dilakukan melalui metode lain.

Example: Failed data upload with available alternatives.

• Waktu Layanan:

Resolution Time:

• Solusi sementara: 3 hari kerja.

Temporary workaround: Within 3 business days

• Solusi permanen: 7 hari kerja.

Temporary workaround: Within 7 business day

Tingkat 4: Low

Level 4: Low

• Definisi: Insiden minor tanpa dampak material terhadap operasional.

          Definition: Minor issues with no material operational impact.

Contoh: Kesalahan label, typo, atau konfigurasi non-kritis.

            Example: Label errors, typos, or non-critical configuration issues.

• Waktu Layanan:

Resolution Time:

• Solusi permanen: 10 hari kerja.

Temporary workaround: Within 10 business days

5. Permintaan Baru (New Request)

a. Permintaan Peningkatan (Enhancement Request)

• Diproses melalui mekanisme Change Request (CR).

          Processed via the Change Request (CR) mechanism.

• Waktu penyelesaian disesuaikan dengan estimasi effort berdasarkan detail permintaan klien.

          Completion timelines depend on the effort estimation based on client requirements.

b. Permintaan Informasi Produk atau Dokumentasi (Product Information or Documentation Requests)

• Informasi akan diberikan maksimal 5 hari kerja setelah permintaan diterima.

          Provided within 5 business days of receiving the request.

Catatan:

Notes:

• Komunikasi Efektif: Informasi yang jelas dan lengkap mempercepat proses penyelesaian.

Effective Communication: Clear and complete information speeds up issue resolution.

• Kerahasiaan Data: Selalu gunakan email untuk pengiriman data confidential.

            Data Confidentiality: Always use email for sending confidential data.

• Kolaborasi dan Transparansi: Klien dapat meminta rekaman sesi virtual untuk keperluan dokumentasi.

Collaboration and Transparency: Clients may request recorded virtual sessions for documentation purposes.