SLA
Annex 1 - Service Level Agreement
1. Definitions
In the context of this Service Level Agreement, the following terms have the following meanings:
Provider | nextesy |
|---|---|
Customer | Trustee |
Business Day | Monday to Friday, excluding public holidays at the Provider's registered office. |
Service Hours | 8:00 to 12:00 and 13:30 to 17:00 (CET) on business 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. |
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 total time for which the Provider guarantees availability, excluding planned downtime. |
Notification | Notification from the Customer to the Provider of an incident/simple service request or detection of an incident/simple service request by the Provider itself (whichever is earlier). |
Response Time | The time from notification to the point at which the Provider has assigned a ticket tracking number for the incident or simple service request and 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. password reset requests or general questions about the software. |
Level 1 Support | Support for authorised users on basic issues, including but not limited to assistance with questions and problems 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 enhancements and resolve bugs that were not diagnosed during Level 2 support. |
2. Service Levels
Guaranteed Availability:
Guaranteed Availability: | [98]% On business days |
|---|
For the purpose of maintaining the software (including but not limited to performing updates), planned software downtime may occur. As far as reasonably practicable, the Provider will schedule planned downtime outside of business hours. The Provider shall make good faith efforts to notify the Customer of such planned downtime as early as possible, but at least twenty-four (24) hours in advance, using appropriate means (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 business day |
Priority 3 Incidents | All other incidents | 3 business days |
3. Helpdesk
The Provider provides support to the Customer by operating
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 upon notification based on an impact analysis to ensure appropriate prioritisation. If 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.
To perform 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 be granted remote access to Customer data as well as temporary access to and control of the relevant end-user device. Before granting remote access to the Provider, the Customer should take reasonable measures, such as creating a backup copy of the data stored on the relevant device and ensuring that no confidential Customer data that is not relevant to the support request is available or exchanged during the remote session.
Contact details for Level 1 Support:
Helpdesk Web Portal: Customer Account - Website Contact Support
Helpdesk Email: partner-program@nextesy.com
4. SLA Reporting
The Provider will provide the Customer with the following reports within one week of the end of each calendar quarter:
average uptime;
incident response time statistics;
response time statistics for simple service requests.
