SLA
Annex 1 - Service Level Agreement
1. Definitions
In this Service Level Agreement, the following terms have the following meanings:
Provider | nextesy |
|---|---|
Client | Fiduciaries, sole proprietors, freelancers, SMEs |
Working Day | Monday to Friday, excluding public holidays at the registered office of the Provider. |
Service Hours | 8:00 to 12:00 and 13:30 – 17:00 (CET) on Working Days. |
Incident | Any error, defect or malfunction of the Software due to an underlying technical cause, whereby the Software does not meet the specifications set forth in the product description or which results in downtime. |
Downtime | Any time that is not Uptime. |
Uptime | The time during which the Software is not affected by a Priority 1 Incident or a Priority 2 Incident. |
Guaranteed Uptime | The percentage of the total time for which the Provider guarantees availability, excluding planned downtime. |
Notification | Notification from the Client to the Provider regarding an Incident/simple service request or the detection of an Incident/simple service request by the Provider itself (whichever occurs earlier). |
Response Time | The time from the Notification to the time when the Provider has assigned a ticket tracking number for the Incident or simple service request and has assigned an expert for ticket resolution. |
Simple Service Requests | Any request for assistance by authorised users that is not due to an underlying technical cause, e.g. requests for password resets or general questions about the Software. |
Level 1 Support | Support for authorised users on basic questions, including but not limited to assistance with questions and issues related to daily use, including password resets, access issues and configuration. |
Level 2 Support | Level 1 support plus the ability to provide assistance in resolving most misconfigurations, troubleshooting and simulating complex configuration, hardware and software issues by technical support specialists. |
Level 3 Support | Level 1 support and Level 2 support, as well as the ability to provide software improvements and resolve bugs not diagnosed during Level 2 support. |
2. Service Levels
Guaranteed Availability:
Guaranteed Availability: | [98]% On Working Days |
|---|
For the purpose of maintaining the Software (including but not limited to carrying out updates), planned downtime of the Software may occur. The Provider will, as far as reasonably practicable, schedule planned downtime outside of business hours. The Provider will make good faith efforts to inform the Client as early as possible, but at least twenty-four (24) hours in advance, of such planned downtime in an appropriate manner (e.g. by email or telephone).
Response Time for Simple Service Requests:
Response Time |
|---|
2 hours during Service Hours |
Response Time for Incidents:
Severity Level | Classification | Response Time |
|---|---|---|
Priority 1 Incidents | Software is largely unusable | 4 hours during Service Hours |
Priority 2 Incidents | The use of the Software is significantly impaired, including but not limited to key functions | 1 Working Day |
Priority 3 Incidents | All other Incidents | 3 Working Days |
3. Helpdesk
The service provider offers the Client support through the operation of
a Service Desk available to authorised users for Level 1 Support, Level 2 Support and Level 3 Support after escalation by Level 1 Support, and
a ticket system for reporting Incidents and submitting simple service requests.
Each Incident or simple service request will be classified by the Provider after notification based on an impact analysis to ensure appropriate prioritisation. In the event that Level 1 Support cannot resolve the Incident or simple service request, the Provider will escalate these issues to Level 2 Support or, if necessary, to Level 3 Support.
The Provider provides support during Service Hours.
In order to provide the support services, the Provider may need to use remote maintenance tools or access client data. By allowing the Provider to use remote maintenance tools, the Client agrees that the Provider receives remote access to client data as well as temporary access to and control over the relevant end-user device. Before granting remote access to the Provider, the Client should take appropriate measures, such as creating a backup copy of the data stored on the relevant device and ensuring that no confidential client data that is not relevant to the support request is available or exchanged during the remote session.
Contact person for Level 1 Support:
Helpdesk Web Portal: Client Account - Website Contact Support
Helpdesk Email: partner-program@nextesy.com
4. SLA Reporting
The Provider will provide the Client with the following reports within one week after the end of each calendar quarter:
average Uptime;
Incident Response Time statistics;
Response Time statistics for simple service requests.
