Service Level Agreement​

Technical assistance & support

A. Definitions

Excused Outages: An event outside of the Supplier’s control limited to the below:

      1. Outage due of hardware failure;
      2. Outage due to lack of Customer’s approval in respect of the Services;
      3. Errors or problems due to Change deployment generated by the work of party outside of the Supplier;
      4. Down Time;
      5. Outage Caused by third party application
      6. Outage caused by Hardware;
      7. Outage caused by failure to provide sufficient and correct supporting data, or delay in response due system access unavailability caused by third party or Customer;
      8. Outage caused by delay of approval of change deployment from Customer team; or
      9. Outage due to delay in resolution of incident caused by a Force Majeure

Force Majeure:  Factors outside of the Supplier’s control and affecting Service Level Targets, such as:

      1. Complete break-down of internet connection from country providers (ISP provider); and
      2. Hardware or Software changes done by Customer without notification of the Suppliers Support Team; and
      3. Natural disasters, invasion, rebellion, civil commotion, strike or labour disturbance, governmental or military authority, governmental regulation changes, acts of God or any other event or casualty beyond the reasonable control of the Supplier, whether similar or dissimilar to those enumerated in this paragraph

Hardware: mean all and any technical hardware used by the Customer in conducting its business including but not limited to third party hardware and/or Supplier Equipment under lease.

Incident Response Time is the time elapsed between the moment an event is notified to the Supplier Support Services team via our Support Contact Procedures and acknowledgement of receipt of the notification to Customer Support team is sent.

Incident Resolution Time is the time elapsed between the moment an event is notified to Suppliers Support team via our Support Contact Procedures and the moment a workaround or permanent resolution is provided to Customer end users

Planned Down-Time: Planned system down-time agreed with Customer for maintenance limited to:

      1. System archiving;
      2. Planned Hardware maintenance, replacement;
      3. Planned system upgrades; or
      4. Planned deployment of changes related to functionality enhancements, customization requested from Customer

Severity Classification: It is the classification given to the service level based on the description of the severity of an incident

Service Level Target: Expected performance of the service level.

Service Credit: a right granted by the Supplier, in its absolute discretion, to the Customer to receive a pre-defined quantity of the Services without charge towards and with the purpose of achieving Customer satisfaction following a complaint or grievance by the Customer.

Software: means all and any software whatsoever used in the Customer business, whether it’s a third party software under license or wholly owned software or software licensed by the Supplier to the Customer.

Ticket: Refers to the logging of an incident in the Ticket system.

B. Incident Management

      1. Incidents are classified according to Severity Classification criteria. SLA will apply according to the class of Severity.
      2. The classes of severity on production environments shall be classified and described as follows:
        1. Class 0 - Critical on All Components and/or Server
          1. Faults that seriously impair or halt performance for the end user in a production environment.
          2. System, server, or critical application down
          3. The user cannot make use of a “must have” business-essential function in the production system.
          4. The problem cannot be solved by a restart or a bypass or a workaround.
          5. Problem Management is required.
        2. Class 1 – Critical on Specific Component
          1. Faults that seriously impair or halt performance for the end user in a production environment.
          2. Critical application, or critical function down.
          3. The user cannot make use of a “must have” business-essential function in the production system.
          4. The problem cannot be solved by a restart or a bypass or a workaround.
          5. Problem Management is required.
        3. Class 2 – Urgent
          1. Serious faults that affect productivity of the Customer’s operation.
          2. High-impact problem where production is proceeding, but in a significantly impaired fashion.
          3. The production system is running, but with repeated interruptions.
          4. Time-sensitive issue important to long-term productivity that is not causing an immediate stoppage of work.
        4. Class 3 - Important
          1. Problems which do not have a significant impact on current productivity.
          2. The production system is running, but with limitations.
          3. A function in the production system is failing, but there is a bypass available.
        5. Class 4 – Minor
          1. Issues with low priority.
          2. Minor faults which do not affect the use of the system.
      3. All incidents on non-production environments are deemed and considered as Class 4 severity.

C. Incident Response Time

Unless the parties otherwise agree in writing, the Incident Response Time shall be as follows:

Severity Classification

Incident Response Time

Class 0

15 minutes

Class 1

30 minutes

Class 2

120 minutes

Class 3

One business day

Class 4

Two business days

D. Incident Resolution Time

      1. Unless otherwise agreed by the parties in writing the Incident Resolution Time shall be as follows:

Severity Classification

Incident Resolution Time

Class 0

90% of Incidents resolved in 1 hours

Class 1

90% of Incidents resolved in 2 hours

Class 2

90% of Incidents resolved in 1 business day

Class 3

85% of Incidents resolved in 3 business days

Class 4

85% of Incidents resolved in 7 business days

Resolution time is measured on the basis of 24 hours, 7 days a week for incidents of Severity Classification 0 and 1 and during Normal Business Hours and working days (Monday to Friday) for all other incidents.

      1. Planned Down-Time and Excused Outages are subtracted for purposes of measuring the Incident Resolution Time.

E. Success Rate Measurement

a. The success rate in terms of the SLA (Success Rate) is calculated by the formula:

1 – (Incidents failed to be resolved with Incident Resolution Time)/ (total incidents logged)

b. For the purposes of clarity, Planned Down-Time and Excused Outages are subtracted from Incident Resolution Time as per the foregoing.

c. Success Rate shall be calculated monthly and shall be reviewed by the Supplier Support Team manager and the Customer Support Team counterpart.

F. Application Availability Target

a. Application Availability measures the availability of the solutions supported by the Supplier under this Agreement, verifying that they are accessible and can be utilized by the End User to perform normal functions (Application Availability).

b. Unless the parties otherwise agree in writing the target for Application Availability shall be 99.5% daily (and specifically over 24 hour periods) applicable 7 days per week.

G. Service Availability Calculation

a. Service Availability calculations will be provided monthly and reported as a percentage.

b. The Service Availability in terms of the SLA shall be calculated by the formula:

(Total minutes in month – minutes of Planned Down-Time Outages and/or Excused Outages – minutes of unplanned outages) / (Total minutes in month – minutes of planned outages environment)

c. For the purposes of clarity Excused Outages and Planned Down Time outages shall not have a bearing and shall be excluded from the calculation of Application Availability.

d. The Service Availability calculations conducted monthly shall be reviewed by the Supplier Support Team manager and the Customer Support Team counterpart.

e. Failure to meet SLA may entitle the Customer for Service Credit

H. Support Contact Procedures

a. Standard Support Contact Procedure

Standard contact procedures specific to the service(s) covered in this Agreement are as follows:

        • Telephone support: +357 25 025026 Ext. 1
          • Monday – Friday - 9:00 am to 6:00 pm EET time
        • Email support: support@plugitapps.com
          • Monday – Friday - 9:00 am to 6:00 pm EET time
        • You must always make sure to provide as much detailed information regarding the issue or query you are facing.

b. Emergency Support Contact Procedure

For emergency Class 0 and Class 1 incidents outside of our normal working hours please follow the below contact procedures:

        • Telephone support: +357 25 025026 Ext. 1
        • You must always make sure to provide as much detailed information regarding the issue you are facing.