Service Level Agreement
This document forms a Service Level Agreement (“SLA”) between Zynk Software Limited (“Service Provider”) and its Customers (“The Customer”) for the provision of technical support and other technical services (“Services”) relating to support and to sustain the functionality of the Service Providers software products only where The Customer has entered into a billing agreement which includes these Services with the Service Provider.
The objectives of this SLA are to:
- Provide clear reference to service ownership, accountability, roles and/or responsibilities.
- Present a clear, concise and measurable description of service provision to The Customer.
- Match perceptions of expected service provision with actual service support & delivery.
The Service Provider offers 2 levels of service for Support:
Standard Support – This level of support is included with all The Providers software licenses, once the system is live and running in a production environment, if the system fails, The Customer are responsible for informing The Providers and the team will address the issue and bill for any time taken to fix the problem where the issue was not caused through a fault of the The Providers software.
Managed Support – Managed Service is fundamentally different from the standard support offering. A fixed monthly fee is paid in addition to The Customers license fee for the The Providers team to keep The Customers integration functioning, if something goes wrong, the team will respond to the issue and address the problem at no additional cost.
Managed Support comes with an enhanced Service Level Agreement (SLA) and The Customers software integration is proactively monitored so that errors are automatically reported as and when they happen so the support team can take action without requiring you to report the issue.
2. Service Scope
The following Services are covered by this SLA:
- Manned telephone support
- Monitored email support
- Remote assistance using Remote Desktop and a Virtual Private Network where available
3. Customer Responsibilities
The Customer’s responsibilities and/or requirements in support of this SLA include:
- ensure all requests to logged via an Email or a Telephone to the support desk.
- The email address for support is email@example.com
- The telephone number is 0191 303 7279 – Option 2
- ensure support requests are not sent to individual staff email addresses.
- ensure payment for all software licenses and support have been made at the agreed interval.
- provide reasonable availability of representative(s) when resolving an incident or request.
- ensure regular backups are taken of the program files, scripts and associated data files that are stored on The Customer’s own servers.
- ensure all 3rd party hardware and software running the Service Provider’s products are adequately maintained with sufficient disk space, resources and memory.
- ensure the integration is running correctly and report any issues as and when they arise.
4. Service Provider Responsibilities
Service Provider responsibilities in support of this SLA include;
- To provide support for the Service Providers software only.
- Meeting ticket Service Request response times outlined in section 6
- Keeping The Customer informed of progress of the ticket for High priority issues
- Agreeing an investigation procedure with The Customer
- Providing an approximate timescale for investigation and resolution if possible
- Providing appropriate notifications to Customer for any scheduled maintenance.
5. Service Availability
Coverage parameters specific to the service(s) covered in this SLA are as follows:
Standard Support – 09:00 – 17:00 GMT Monday – Friday (Excluding bank holidays)
Managed Support – 09:00 – 22:00 GMT Monday – Friday (Excluding bank holidays)
5.1 Out Of Hours
The Service Provider will not provide an out of hours support service and any calls or emails received outside normal working hours will go to an answering service and a ticket will automatically be raised in our support desk.
No action is guaranteed until the next working day and within the SLA. If you require out of hours support service this can be arranged as part of a Managed support package.
6. Service Requests
In support of services outlined in this SLA, the Service Provider guarantees to respond to service related incidents and/or requests submitted by The Customer within the following time frames:
- Standard Support – 5 Working Days
- Managed Support – 1 Working Day
Remote desktop assistance may be provided if our technician deems it necessary and in-line with the priority of the support request. Please note that due to the nature of integration between multiple IT systems it is not possible to offer a guaranteed resolution time.
6.1 Classification Of Service Requests
We will classify the severity of a service request based on the following criteria
- Loss of business e.g. Orders not being downloaded, Product Prices not being updated
- System Down – The Providers systems or servers are down or not responding
- Data corruption – Data is being synchronized but is causing corruption that will require a manual intervention by The Customer to correct
- Staffing – Issue is causing a critical problem in business e.g. Production has stopped / Staff are unable to work due to the issue.
- Power outage – A power outage that has caused a catastrophic failure of the integration
- Data issues – data transfer issues that is not immediately affecting business and software is still operating.
- 3rd party Breaking changes – Changes in a third party system or platform which cause breaking changes requiring an amendment to a workflow or script
- Requests for Change, Additions or Changes – any amendments or modifications to an existing workflow
- Installing Software – Scheduled installation of Service Providers software on a new or existing server
- Minor changes – Simple requests such as changing the scheduled run time of a workflow
6.2 Billable Service Requests
The following service requests are chargeable at the appropriate billable rate depending on the time of day the work needs to be completed.
- Installation or reinstallation of the Service Providers software and restoring Workflows / Scripts and databases on a new or an existing server software due to an upgrade or hardware failure. †
- 3rd party breaking changes – if the Customer or a 3rd party system (e.g. Ecommerce site) has been changed or upgraded resulting in a breaking change that requires the Service Provider to make amendments to a workflow or script, or to correct or amend data that has been corrupted as a result of a change †
- Other Failures – Flooding, Power outages or other catastrophic failures that are outside the control of the Service Provider. †
- Request for Change Additions, changes or modifications to an existing workflow e.g. adding new or amending existing functionality.
6.3 Working Hours
- UK Standard Hours 09:00 – 17:00GMT Monday to Friday (Excludes UK Bank Holidays)
- UK Extended Hours 17:00 – 22:00GMT Monday to Friday (Excludes UK Bank Holidays)
- US Standard Hours 09:00 – 17:00ET Monday to Friday (Excludes UK Bank Holidays)
6.4 Billable Rates
- UK Standard Hours – £100+VAT per hour
- UK Extended Hours – £150+VAT per hour
- US Standard Hours – $130 per hour
- Any work completed outside of these hours will be charged at £200+VAT per hour
In order to provide a rapid resolution to issues the The Providers team will require as much detail as possible when a ticket is sent. The following areas should be checked and our team informed of any changes that you are immediately aware of.
- Has any integrated software been re-installed, upgraded or changed?
- Have any on-site servers been upgraded, restored or recently patched?
- Have any remote or cloud based servers been upgraded, restored or recently patched?
- Have any File permissions been changed or modified in any way?
- Are all security certificates in date and not expired.?
- Check permissions on data feeds
- Check for invalid or incorrect data being fed from source into The Providers software e.g. corruption
- Check the data feed validates (Internet Explorer can validate an XML data feeds)
- Bugs introduced to any integration scripts that are supplying or feeding data to/from the Service Providers software
- Large data sets (>100k records ) can cause memory issues with on-premise servers when posting / uploading data to a remote system.
- Ensure large data sets are using data paging. This is usually identified in the initial stages of an integration there are instances when data sizes can increase e.g. customer has imported a large amount of data to their system manually.
† This does not apply to Customers who have taken a Managed Service Level agreement. Please note that Requests for Change (RFC) are billable under a managed support contract.