Propared Service Level Agreement Terms v1.1
Effective Date: 11/10/2014
This agreement is valid from the effective date above and remains valid until further notice.
This agreement will be reviewed at minimum every six (6) months or as deemed necessary.
Propared software is available twenty-four (24) hours a day, seven (7) days a week.
Propared will strive to have at least a 99% availability rate each month. Downtime is the total number of minutes that the user cannot access Propared software and is calculated as follows:
TMM = Total minutes in the month
TMU = Total minutes unavailable
((TMM-TMU) X 100)/TMM
The calculation of downtime excludes time that the user is unable to access Propared software due to any of the following:
- Previously scheduled and communicated maintenance or system updates
- Force Majeure event or anything outside of the direct control of Propared
- Unavailability of generic internet services due to viruses or hacker attacks
- Any failure in the user’s own hardware, software, or network connection
Propared will communicate any planned rollouts and maintenance via the Propared blog and social media platforms, as well as on the customer support site at least forty-eight (48) hours prior to date. Propared will follow-up with users when rollouts and maintenance are completed as soon as reasonably possible.
Email is the preferred form of communication for all support interactions.
Propared provides customer support to users through two methods - online documentation and help desk tickets. Emails sent to email@example.com automatically become help desk tickets, as do messages sent to the Propared Facebook and Twitter platforms.
Propared offers dedicated ticket support during the following times:
Monday - Friday, 10:00am - 7:00pm Eastern (excluding US holidays)
After hours, weekend and holiday support will depend on need and urgency, but Propared will make every effort to address problems as they arise. Telephone and/or remote assistance may be provided and will be dependent on the severity of the support request and the resources available.
US Holidays - We recognize that our industry does not revolve around a typical holiday schedule. Propared will offer limited support during the following holidays: New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day, and New Year’s Eve.
Ticket Response Times: All tickets will receive a human response within twenty-four (24) hours.
All responses will include an estimated resolution time.
Issues that cannot be immediately resolved by the Propared Support team will be escalated to the Development team as necessary. Fix times will correspond to the severity level of the issue.
- Within twenty-four (24) hours for issues classified as Critical
- Within forty-eight (48) hours for issues classified as Moderate
- Within three (3) business days for issues classified as Minor
Severity Level 1 - Critical
The system suffers an error or issue which cannot be reasonably circumvented and which so substantially impairs the performance of the services which are critical to the user's business, as to effectively render them unusable. Propared will acknowledge any such reported error or issue within eight (8) hours and will work twenty-four (24) hours a day, seven (7) days a week to identify the error and provide an applicable workaround or fix.
Severity Level 2 - Moderate
The system suffers an error or issue, which cannot be reasonably circumvented, and which substantially impairs the use of one or more features required by the user to perform necessary business functions but does not effectively render the services unusable as a whole. Propared will acknowledge any such reported error or issue within forty-eight (48) hours and will work continually within normal business hours to identify the error and provide an applicable workaround or fix.
Severity Level 3 - Minor
The system does not incur an error and allows the user to perform normal business operations. However, user inquires about existing documentation, training, or standard use of the system. Propared will acknowledge any such inquiry within three (3) business days and will work within normal business hours to address and resolve the inquiry.
Living Up To Expectations
We’ve designed Propared to be as reliable and available an application as possible; however, it is a reality of technology that sometimes things break. As such, we’ve also put in place the best support resources we could. We will always do our best to respond to and resolve any issues as quickly as is reasonably possible; however, if at any time you feel that the quality of your service or support was less than satisfactory, please contact us at firstname.lastname@example.org and let us know. We promise to take your feedback seriously and do everything within our power to live up to previously set expectations.
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