For musicMagpie Grading Portal Partners
1. Purpose
This agreement outlines the process and expectations for IT support escalation between musicMagpie and its partners using the Grading Portal.
2. Scope
This agreement covers all technical issues related to accessing and using the musicMagpie Grading Portal at https://support-portal.musicmagpie.co.uk/.
3. Support Channels
-
Primary Contact:
IT Service Desk -
Self-Service Resources:
- Training Documents (available in this help centre)
- Customer Support (for customer-facing issues)
4. Escalation Process
Step 1: Self-Help
- Review the portal’s training documents and troubleshooting guides.
- Use the Help Centre for common issues.
Step 2: Initial Contact
- If the issue persists, use the IT Service Desk with:
- Your name and partner organisation (Including store location)
- Contact details (so we can get in touch)
- Detailed description of the issue (including screenshots if possible)
- Steps already taken to resolve the issue
Step 3: Response & Resolution
-
Acknowledgement:
IT Support will acknowledge receipt of your request within business hours (Mon–Fri, 9am–5pm UK time). -
Initial Response:
You will receive an initial response or update within 1 business day. -
Resolution:
Resolution times depend on issue severity (see below).
5. Severity Levels & Target Response Times
| Severity Level | Example Issues | Target Response | Target Resolution |
|---|---|---|---|
| Critical | Portal unavailable for all users | 2 hours | 1 Business Day |
| High | Major functionality blockers for multiple users | 4 hours | 2 Business Days |
| Medium | Individual user issues, minor bugs for all | 1 Business Day | 3 Business Days |
| Low | Cosmetic issues, general questions | 2 Business Days | To Be Agreed Per Issue |
6. Partner Responsibilities
- Ensure all users are whitelisted and have correct credentials.
- Provide clear, detailed information when raising issues.
- Attempt self-help steps before escalation.
- Respond promptly to IT Support queries for faster resolution.
7. musicMagpie Responsibilities
- Provide timely acknowledgement and updates on all escalated issues.
- Work to resolve issues within the target times.
- Communicate clearly about progress, workarounds, and resolutions.
8. Review
This agreement will be reviewed annually or as required by either party.
For urgent issues outside business hours, please indicate "URGENT" in your email subject.
Thank you for partnering with musicMagpie.