SLA
Annex 1 - Service Level Agreement
Definitions
In the context of this Service Level Agreement, the following terms shall have the following meanings:
Provider | nextesy |
|---|---|
Customer | Trustee |
Working day | Monday to Friday, excluding public holidays at the Provider's registered office. |
Service hours | 8:00 a.m. to 12:00 p.m. and 1:30 p.m. – 5:00 p.m. (CET) on working days. |
Incident | Any error, defect, or failure of the software due to an underlying technical cause, whereby the software does not meet the specifications set out in the product description or which leads to downtime. |
Downtime | Any time that is not uptime. |
Availability time | 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 by the Customer to the Provider of 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 Notification until the Provider has assigned a ticket tracking number for the Incident or the Simple Service Request and has allocated an expert for the ticket resolution. |
Simple Service Requests | Any request for support from authorised users that is not due to an underlying technical cause, e.g. password reset requests or general questions about the software. |
Level 1 Support | Support for authorised users with basic queries, including, but not limited to, assistance with questions and issues related to daily use, including password resets, access problems, and configuration. |
Level 2 Support | Level 1 Support plus the capability 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 capability to provide software enhancements and resolve bugs that were not diagnosed during Level 2 Support. |
Service Levels
Guaranteed availability:
Guaranteed availability: | [98]% On working days |
|---|
For the purpose of software maintenance (including, but not limited to, performing 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 shall make good faith efforts to inform the Customer 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 | 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 |
Helpdesk
The Service Provider offers support to the Customer by operating
a Service Desk, which is 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.
Any 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 the Simple Service Request, the Provider will escalate these issues to Level 2 Support or, if necessary, to Level 3 Support.
The Provider delivers support during Service hours.
In order to provide the support services, the Provider may need to use remote maintenance tools or access customer data. By allowing the Provider to use remote maintenance tools, the Customer agrees that the Provider will receive remote access to customer data as well as temporary access to and control of the respective end-user device. Before granting the Provider remote access, the Customer should take reasonable measures, such as creating a backup copy of the data stored on the respective device and ensuring that no confidential customer data that is not relevant to the support request is available or exchanged via the remote session.
Contact point for Level 1 Support:
Helpdesk web portal: Customer Account - Website Contact Support
Helpdesk email: partner-program@nextesy.com
SLA Reporting
The Provider shall provide the Customer with the following reports within one week of the end of each calendar quarter:
average uptime;
statistics on Incident response times;
statistics on response times for Simple Service Requests.
