Service Level Agreement

Transcription

1 Service Level Agreement PIRO Jewelry management and manufacturing software Advanced level

2 TABLE OF CONTENTS 1.0 Service Level Agreement Overview Description of Services Service Performance Service Commitment Severity Levels Problem Management Service Costs Service Provider and Customer Responsibilities Provider duties and responsibilities Customer duties and responsibilities Support Contact Details Periodic Review Process Termination of Agreement Signatures MindSpark LLC. All rights reserved.

3 1.0 OVERVIEW This is a Service Level Agreement (SLA) between MindSpark LLC (hereafter Provider) and <Business Customer Name> (hereafter Customer). The purpose of this Service Level Agreement (SLA) is to identify the basic services to be supplied by the Provider for the Customer with regards to the PIRO ERP system. This SLA starts on <date> and will be automatically renewed monthly until cancelled. 2.0 DESCRIPTION OF SERVICES The current SLA details the types, costs and methods of customer support provided for the Customer of PIRO, the jewelry manufacturing and management software. For the purpose of this Agreement, Customer Support is generally defined as a service that ensures support regarding an existing feature of PIRO or fixing a defect in the existing application code. The PIRO system consists of the following: a. server-side software, which runs on the customer s server and handles the database b. client-side software, which runs on the customer s workstations c. licensing server, which verifies the license status of each server-side and client-side software d. customer portal, which allows customers to log in, submit price quotes, place catalogue orders, view order statuses and estimated delivery dates, pay online and more e. add-on components (QuickBooks Bridge, GIA and Rapnet Integration, Report Editor) f. PIRO-enabled hardware (barcode scanners, scales, envelope and barcode printers, servers, workstations) Support offering: 1. Live customer support via the methods available on website: 1.1. Telephone Support ticket system 2. Bug fixes and updates. Customer support requests via telephone, or support ticket system will be answered by our dedicated staff. To ensure optimal working conditions, regularly scheduled updates will be released. The deployment of each update will be announced 1 week in advance MindSpark LLC. All rights reserved. Page 1

4 Number of hours included: 2 hours per month In the framework of this SLA the Customer is entitled to 2 hours of customer support per month. Hours of availability: Hours of operation: 9 AM 8 PM EST. Regular business hours during which customer support is provided: 9 AM 8 PM EST. In this period the support described above is ensured. After hours support and appointments. After hours support is possible via . Appointments are also possible (subject to availability), provided that scheduling is done at least 48 hours in advance. Services NOT included in this SLA: Hardware-related issues 1 Customer services are not available if the hardware computer which runs the server-side or client-side software of PIRO encounters a hardware-related issue and the server itself is not hosted by the Provider. Network issues in the Customer s local area network Other issues outside the influence area of the Provider. Customer services are not available if an issue is due to a problem in the local area network of the Customer (e.g. Internet Service Provider problems, router or modem issues, slow transfer rates, etc.). Customer services are not available if an issue is outside the influence area of the Provider. 1 Whether an issue is hardware related will be determined by the Provider 2017 MindSpark LLC. All rights reserved. Page 2

5 3.0 SERVICE PERFORMANCE 3.1 SERVICE COMMITMENT We are committed to provide solutions in the shortest timeframe possible to every support request. In general, the stages of the support procedure are as follows: Stage 1 Initial response An initial response indicating that we received your support request will be provided in maximum 2 work hours. An initial response is defined to be the first contact by a Customer Support Specialist after the support request has been received, e.g. phone call answered or returned, ticket taken over, etc. Stage 2 Solution Every effort will be made to resolve the issue. If required, the result of the investigation will be stated, a solution and guidance will be offered and an estimated time of completion will be defined. Stage 3 Follow-up After resolving the issue, we might check-in to make sure that PIRO is working with optimal parameters. Important note: We strive to provide an excellent service in terms of the timely delivery of a solution to each customer support request. However, due to technology and the varying nature of issues, it is not possible to provide specific resolution commitments. Although we put a lot of effort in providing solutions promptly, not all customer support requests can be resolved immediately. Therefore, we reserve the right to define the timeframe needed to provide a solution in the case of each individual request. This timeframe will be communicated to the Customer. 3.2 SEVERITY LEVELS The time needed to resolve an issue is also influenced by its severity. Once received, support requests will be ranked according to the impact they have on the Customer s operations. Severity 1 (low) A general usage question, a request for information, clarification or instruction regarding the functionalities of PIRO, reporting a documentation error or making a recommendation for a future enhancement or modification. It has low impact on the Customer s business, the business continues to function and only minimal or no workaround is required. Severity 2 (medium) A problem where PIRO is functioning, but its use is reduced (e.g. the client and server-side software starts, but crashes several times a day). The situation is causing medium impact to portions of the Customer s business operations, but the business continues to function by using a workaround, a solution needs to be provided MindSpark LLC. All rights reserved. Page 3

6 Severity 3 (high) A problem that involves critical loss of use of PIRO. The situation has high impact on the Customer s business, since PIRO s functionalities are severely reduced (e.g. the client or server-side software doesn t start at all) and no workaround exists. 3.3 PROBLEM MANAGEMENT Failure to comply with the service commitments described in section 3.1 will result in granting the following compensation to the Customer: Issue Failure to provide an initial response in 2 work hours. Compensation Customer will receive 25% discount from next month s charge. The above compensation is non-cumulative and may be granted once a month. 4.0 SERVICE COSTS The cost of services described in chapter 2 is: $375/month, charged monthly in the beginning of each period. In case the number of support hours covered in the current agreement are exceeded in a given month, then the extra hours will be charged at the hourly service rate corresponding to your licensed PIRO version as listed on the Provider s website ( 5.0 SERVICE PROVIDER AND CUSTOMER RESPONSIBILITIES 5.1 PROVIDER DUTIES AND RESPONSIBILITIES Provide support for the customer in a courteous and professional manner. Meeting response times as described at section 3.1. Sending appropriate notification to Customer regarding scheduled maintenance. Sending monthly reports regarding support hours used and billed. 5.2 CUSTOMER DUTIES AND RESPONSIBILITIES Provide detailed information in a courteous and professional manner when contacting MindSpark personnel. Reasonable availability of customer representative(s) when resolving a service related incident or request. Payment of all support costs at the agreed intervals as well as any additional costs MindSpark LLC. All rights reserved. Page 4

7 6.0 SUPPORT CONTACT DETAILS Customer support phone number: 1 (888) ext. 2 Support tickets: > Login (user registration required) > Create ticket 7.0 PERIODIC REVIEW PROCESS This SLA is a dynamic document and will be periodically reviewed and changed if any of the following events occur: The environment has changed. The customer s expectations and/or needs have changed. Workloads have changed. Better metrics, measurement tools and processes have evolved. This Service Level Agreement will be reviewed at a minimum once per fiscal year. Contents of this document may be amended as required. 8.0 TERMINATION OF AGREEMENT Both parties may decide to terminate this agreement with 30 days written notice, if any of the commitments, duties or responsibilities are repeatedly not met. Services to be provided are for an undetermined period and will run until the Customer decides to cancel; this may be done at any point in time. 9.0 SIGNATURES Zsolt Torok, CEO, Provider Date Name & Title, Customer Date 2017 MindSpark LLC. All rights reserved. Page 5