inty Integrated Online Services: USA Service Level Agreement Document Ref: OPS1000

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Megan Andrews
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1 inty Integrated Online Services: USA Service Level Agreement

2 Table of Contents 1. Introduction Business Context Stakeholders inty Operations Team inty Management Team The Customer Service Level Agreement Technical Support Managed Service Technical Support Coverage Incident Priority Definitions P1 Escalation Process Product Service Availability Measurements IT Service Management Service Level Exclusions Service Level Compensation Availability Eligibility Value Customer Responsibility... 6

3 1. Introduction This document is the Service Level Agreement (SLA) for all aspects of the inty Integrated Online Service Software as a Service (SaaS) solution. 1.1 Business Context inty offers a high quality, managed SaaS solution (the Service). The key goal of the inty service is to maintain availability and performance of the inty product suite within agreed and defined Business requirements. 1.2 Stakeholders The parties to the agreement are: inty Operations Team The inty Operations Team is responsible for providing online technical support for inty products and services via a service desk system, and using the appropriate support tools. The inty Operations Team is responsible for ensuring the integrity of inty s internal infrastructure, managing Third party suppliers and performs Change and Release Management activities inty Management Team The inty Management Team takes the overall responsibility for all services provided from inty The Customer It is the customers responsibility to ensure that if any changes occur within their environment that may impact inty s ability to deliver agreed targets, the customer must inform inty so a that review of the SLA can take place and appropriate procedures can be implemented by inty to ensure continued required service levels. 2. Service Level Agreement The time of the service and the time during which this SLA applies are 24 hours a day, seven days a week for the initial duration of a paid subscription for an inty Integrated Online Service Software as a Service. If a subscription is renewed, the version of the SLA that is current at the time that the renewal term commences will apply throughout the renewed term. All customers are bound by inty s Acceptable Use Policy (AUP) available at: P a g e 1

4 2.1 Technical Support Managed Service Technical Support Coverage Online technical support is available via the inty Customer Service Portal for all IT issues relating to the inty Integrated Online Service Software as a Service. Issues can be reported at any time and will restricted to the P3 priority as defined in section Telephone technical support is available at any time in respect of P1 and P2 priority incidents. Priority levels and response times are defined in section Incident Priority Definitions In the following table, core business hours are defined as Monday to Friday, 08:00 hrs. EST to 18:00 hrs. PST. Priority Definition Response Escalation 1 An incident is defined as a P1, if the incident has been reported by the customer via telephone contact and the impact of the incident upon the affected business is such that the entire organization is unable to utilize the services provided by inty, or if a service disruption is affecting a single user and that single user has been identified by the customer, notified in writing and acknowledged by inty as a key business user. 2 An incident is defined as a P2, if the incident has been reported by the customer via telephone contact and impact of the incident is such that multiple users in the affected organization are unable to utilize the services provided by inty. 1 st response within 1 hour of the incident being assigned to a member of the technical support team. 1 st response within 4 hours of the incident being assigned to a member of the technical support team. Incident will be escalated to the next level within the organization within 1 hour of initial contact if no action has been performed. This will continue for three subsequent escalations after which the incident will be escalated to a Board Director. Incident will be escalated to the next level within the organization within 4 hours of initial contact if no action has been performed. After the initial escalation the incident will then be redefined as a P1 incident and future escalation will as per P1 above. P a g e 2

5 Priority Definition Response Escalation 3 An incident is defined as a P3, if the incident has been reported by the customer via means other than telephone contact or the impact of the incident is such that a single user in the affected organization is unable to utilize the services provided by inty. All administration related activities including but not limited to, user set-up and user configuration are also defined as a P3 incident. 1 st response within 13 core business hours of the incident being assigned to a member of the technical support team. Incident will be escalated to the next level within the organization within 1 day of initial contact if no action has been performed. After the initial escalation the incident will then be redefined as a P2 incident and future escalation will as per P2 above P1 Escalation Process LEVEL 6 5 Full report issued to customer. Escalate to MD. Resolution within 24+ hours Plan to resolve in 24 hours. MD & Account Manager informed 4 Director to call customer. Escalation to Director 3 Support Engineer informs customer of technical escalation procedure Escalation to 3 rd Line if internal infrastructure issue. Escalation to Development for bug or feature request. Incidents can be escalated by Support immediately upon diagnosis. 2 Support Engineer informs customer of technical escalation procedure Technical Support Manager and 3 rd Line informed. Resolution within 10 working hours agreed with customer (permanent fix or work around). 1 2nd Line Call not resolved but problem understood. Plan of action in place. Response time agreed with customer based on incident priority and current status (P1 has within 1 hour response, P2 has within 4 hours response, P3 has within 10 hour response). Based on working hours 08:00-18:00, Monday to Friday. Call taken from customer and resolved 0 1st Line TIME Working Hours 15 mins 30 mins 1 hour 2 hours 3 hours 4 hours 5 hours 10 hours P a g e 3

6 2.2 Product Service Availability Measurements A document containing the service availability measurements for individual product types is available at: 3. IT Service Management IT Service Continuity Management (ITSCM) is concerned with managing an organizations ability to continue to provide a pre-determined and agreed level of IT Services to support the minimum business requirements following an interruption to the business. The goal of ITSCM is to ensure that the required level of IT Services and facilities can be recovered within required and agreed business timescales. inty operates full ITIL Change and Release Management procedures to ensure service availability and continuity. 4. Service Level Exclusions This SLA and any applicable Service Levels do not apply when any of the following conditions exist: The system is placed under extra-ordinary load (over 200% of average load of previous 30 days) by the action of a wide scale usage issue such as a web based virus. A Force Majeure condition is present as described in the contract. Due to factors outside of inty s reasonable control; That resulted from Customer s hardware or software or that of a third party; That resulted from Customer s actions or inactions or those of third parties; Caused by Customer s use of the Service after inty advised Customer to modify the use of the Service and such advice was not acted upon; During scheduled or emergency maintenance; or During beta and trial Services (as determined by inty). The customer is using the system in breach of the AUP. inty will not be held responsible for degradation of service to customers due to third party or external vendor outages. inty will endeavor to keep customers informed as to the progress of external vendor investigation progress. 5. Service Level Compensation Service Credits are the sole and exclusive remedy for any violation of this SLA. P a g e 4

7 5.1 Availability Should an individual service availability fall below 99.9% for any calendar month for any service as detailed in the service-specific section of this SLA a service credit may be due. Downtime does not include the period of time when a Service is not available as a result of: (i) Planned or emergency maintenance or (ii) any of the service level exclusions as detailed in section 4 Service Level Exclusions are applicable or (iii) the acts or omissions of Customer, or its employees, agents, contractors, or vendors, anyone gaining access to the services by means of passwords or equipment. Individual service availability for a calendar month is calculated by taking the total number of minutes in a calendar month multiplied by the total number of licensed users minus the total number of minutes of Downtime experienced by all users in a given calendar month, all divided by the total number of minutes in that calendar month multiplied by the total number of users for a service. This is reflected in the following formula: Total number of minutes in a month X Total number of users on the affected service - Total minutes of Downtime experienced by affected users in that month Total number of minutes in a month X Total number of users on the affected service 5.2 Eligibility In the event that an availability outage exceeds the availability guarantee of 99.9%, the customer may request a credit up to the value of 1 month s subscription for the affected service for affected users. An availability outage is deemed to commence at the point where the customer has reported an issue to inty and inty has confirmed the outage. The outage is deemed to cease at the point inty notifies the customer of a return to service for the affected service. The claim must be made within 5 working days of the service outage in writing and quoting the service ticket reference from when the incident was logged; All reasonable details regarding the Claim must be provided including, but not limited to, detailed descriptions of the Incident(s), the duration of the Incidents, the number of affected users and the locations of such users and any attempts made to resolve the Incident; and You must have adhered to any required configurations, used supported platforms, and followed the inty Acceptable Use Policy. 5.3 Value Service credits apply only to part of the bill relating to the specific service affected. For Services purchased as part of a suite, the Service Credit will be based on the pro-rata portion of the cost of the Service, as determined by inty in its reasonable discretion. All Service Level compensations claims will not exceed the value of 1 month s customer subscription to the service affected in any month or three months in any one calendar year. P a g e 5

8 Service credits are calculated as the pro-rata amount of the service cost for the calendar month when the service was deemed not available as detailed in section 1. This is reflected in the following formula: Service Unavailability Percentage 100 X Monthly Service Cost 6. Customer Responsibility inty s success in resolving incidents is conditional upon the customer s willingness to follow inty s instructions with regards to installation, operation and the use of inty products and services. Agreement from the customer to implement corrective actions and workaround procedures recommended by inty to resolve the incident is required. inty will not be liable for any defects in the inty products or services that result from a failure to execute a supplied corrective action. The customer is responsible for providing support information necessary to understand and resolve the incident. This information may include the following: log files, configuration files, error messages, example , version numbers and serial numbers. P a g e 6

9 Appendix A: Terminology AUP Acceptable Use Policy ISO International Standard for Organization OOH Out of Hours P1 Priority 1 P2 Priority 2 P3 Priority 3 SLA Service Level Agreement SMTP Simple Mail Transfer Protocol USA United States of America The Contract The Customer Contract Appendix B: Business Definitions Customer The customer using the inty service and the reseller offering the service (where applicable) inty The service provider Third Party External service providers whose service is not supported within this SLA Appendix C: Technical Support Contacts Name of Client Technical Support Contact Contact Details Log tickets at the support section of: inty Support or call: P a g e 7

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