SERVICE LEVEL AGREEMENT
Commencement Date: May 6th, 2016
The Expert 365 Service Level Agreement (herein referred to as “SLA”) is an agreement relating to the use of Expert 365 Services, and is entered into between Expert 365 Pty Ltd (herein referred to as “Expert 365”) and our clients (herein referred to as “You, Your”). This agreement is designed to give our clients a level of confidence around the reliability of our platform, and our commitment to delivering a high quality service.
1. SERVICE AVAILAIBLITY
1.1 Expert 365 will use reasonable endeavours to ensure Service Availability of at least 99.95% measured over a calendar month, subject to the terms and conditions set out in this Annexure.
1.2 Service Availability describes the accessibility to and functional operability of:
1.2.1 The web application (where the instance is up and available to the internet and accessible by the client); and
1.2.2 The mobile application (where the instance is up and available to the internet)
1.2.3 The M2M data link between hardware and application via the Internet/communications network
1.3 Service Availability is measured as a percentage of time that the Expert 365 Services are operational and contactable from the internet, calculated over a calendar month, excluding any Scheduled Outages for planned downtime for software upgrades and other maintenance tasks.
1.4 For downtime (planned and unplanned), the Expert 365 technical support team will provide an announcement in the “Announcements” section of the web or mobile application and also provide the expected time when the system will be available again.
2. SERVICE INCLUSIONS AND EXCLUSIONS
2.1 The Service Level applies only to a market released and available Service(s) by Expert 365.
2.2 The Service Level does not apply to:
2.2.1 Any scheduled outages, being any outage windows scheduled by us when maintenance is required to be performed on the running Services;
2.2.2 Any back-end services running within the cloud environment hosting the web application;
2.2.3 Any issues regarding the loading of the mobile application on the clients mobiles;
2.2.4 Any product in Beta development (being any product released to the market for purposes of testing and feedback);
2.2.5 Any outages or downtime initiated or caused by your acts or omissions, any software of configuration issues relating to your software, hardware or services.
2.3 We have no obligation to meet the Service Level if any undisputed invoice is overdue for payment or if your account is suspended for any reason in accordance with this Agreement.
3.1 We will use reasonable endeavours to notify you of any Scheduled Outages at least 5 Business Days prior to the date on which the Schedule Outage is proposed to occur.
3.2 If we anticipate that the Services will be offline for more than 30 consecutive minutes at any time, we will notify you by posting details on our Website or through the Home screen of your web and mobile applications.
4.1 Our Technical Support Services (hereafter known as “Support”) are defined as technical answers and advice pertaining to the usage on supported Services of Expert 365.
4.2 Support will be provided by an Expert 365 Technical Support Engineer (hereafter known as “Engineer”) via the Services web or mobile applications chat, email or by telephone (at the engineer’s discretion).
4.3 Actions may need to be performed by the Customer under the direction of the Engineer.
4.4 Support excludes hands-on consulting, project management, software development, formal training, device troubleshooting and connectivity troubleshooting. Requests beyond the scope of the Support definition may be referred to other departments of Expert 365 and would be the subject of a separate agreement, and may possibly include the payment of additional fees, depending on the nature of the request. No additional fees will be charged without notifying and receiving agreement from the customer.
4.5 Support may not be transferred or sold; Support must be provided by Expert 365 to the company, client or person(s) who has purchased Services and in accordance with the Service Terms & Conditions.
5.1 Resolution of a Support Request is attained via one of the following:
5.1.1 Accomplishment of the goals or normalization of the symptoms described in the initial contact,
5.1.2 Mutual agreement that these are unattainable through Support, due to code restrictions, feature limitations, or other reasons, or
5.1.3 Customer not responding to a communication from Expert 365 in 5 calendar days.
5.2 Engineer will employ reasonable efforts to perform the services requested and to communicate the reasons for workarounds and/or limitations in Support.
5.3 Customer acknowledges that Engineer’s ability to provide Support depends on the completeness and accuracy of information provided by the Customer.
5.4 Customer additionally acknowledges that certain requests may not be supportable, whether due to software limitations, or other reasons; and that Expert 365 will recommend workarounds if possible, but cannot guarantee a resolution to every request.
5.5 Customer acknowledges that the Engineer may require access to the Customer’s site or data in order to execute the Support effectively.
6. RESPONSE TIME
6.1 Support is provided during business hours, from 9 a.m. to 6 p.m. AEST. Only in case of critical incidents, and if customer is subscribed to the “Priority”-level Support, the support is provided 24 hours a day, 7 days a week, 365 days a year.
6.2 All support incidents filed through the Support channels of communication in the Expert 365 company website have a guaranteed, Max Initial Response Time (MIRT) specified below. The MIRT means that Expert 365 will respond and begin working on the incident within the time window of the incident, and aim to close it as rapidly as possible.
6.2.1 “Standard”-level Support provides clients with with Max Initial Response Time (MIRT) of:
- Critical Incidents: 4 Business Hours
- Major Incidents: 2 Business Days
- Minor Incidents: 2 Business Days
6.2.2 “Priority”-level Support provides clients with Max Initial Response Time (MIRT) of:
- Critical Incidents: 1 Hour
- Major Incidents: 4 Business Hours
- Minor Incidents: 2 Business Days
6.3 The MIRT for critical incidents under “Priority”-level Support only applies to incidents filed via phone.
6.4 Support will be provided in Australian English language only.
7. INCIDENT SEVERITY LEVELS
7.1 ‘Critical Incidents’ are incidents that severely affect the Customer’s service performance (in particular capacity, traffic, billing, charging, maintenance) on a production system and require immediate corrective action. Examples include:
7.1.1 Any loss of service that is comparable to the total loss of effective functional capability of an entire switching or transport system;
7.1.2 Any reduction in capacity or traffic handling capability such that expected loads cannot be handled;
7.1.3 Any loss of safety or emergency capability;
7.1.4 Inoperative system (total outage, system drop to open boot prompt);
7.1.5 System with considerable restrictions on the management of the system;
7.1.6 Loss of any traffic, statistics or charging data;
7.1.7 Considerable redundancy losses.
7.2 ‘Major Incidents’ are incidents that also severely affect the Customer’s service performance, however the urgency is less than with Critical Errors because of a lesser immediate or impending effect on system performance, Customer and Customer’s operation. Examples include:
7.2.1 Major system function is unavailable or degraded;
7.2.2 Recurring software failures;
7.2.3 Resource scheduling conflicts;
7.2.4 Reduction in any capacity/traffic measurement function;
7.2.5 Any loss of functional visibility and/or diagnostic capability;
7.2.6 Short outages equivalent to system or subsystem outages, with accumulated duration of greater than two minutes in any 24-hour period, or that continue during longer periods;
7.2.7 Degradation of the system’s serviceability;
7.2.8 Corruption of system or billing databases.
7.3 ‘Minor Incidents’ are incidents that do not fall in the above categories of Critical or Major. Minor Errors do not significantly impair the system performance. These problems are tolerable during system use. Examples:
7.3.1 Failure in software component that is non critical;
7.3.2 Failure of redundant component;
7.3.3 Less significant failure of the deliverables such as processor restarts with no traffic impact;
7.3.4 Some adverse impact on the network or a relevant subsystem of the network that affects call processing, traffic handling or subscriber service in some manner;
7.3.5 Serious inefficiency of O&M functionality;
If you have any questions about our Service Level Agreement, please contact us at email@example.com or through one of our main offices.
2/31 Ipswich Road,
Woolloongabba, Queensland, Australia
+61 7 3040 1041
Level 40, 100 Miller Street,
North Sydney, New South Wales, Australia
+61 2 8091 8096