1.    Agreement Overview

  This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between goDeskless (“goDeskless”, or “Company”). and Customer for the provisioning of IT services required to support and sustain the goDeskless products or services.   This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.  

2.    Goals & Objectives

  The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).   The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).   The objectives of this Agreement 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.
   

3.    Stakeholders

  The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:   Service Provider(s): goDeskless Inc. (“Provider”) Customer(s): Customer (“Customer”)

 

4.    Periodic Review

  This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.   The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.   Business Relationship Manager: goDeskless Inc. (“goDeskless”) Review Period: Quarterly (3 months)  

5.    Service Agreement

  The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.  

5.1.  Service Scope

  The following Services are covered by this Agreement;
  • Manned telephone support
  • Monitored email support
  • Remote assistance using Remote Desktop and a Virtual Private Network where available
    • Planned or Emergency Onsite assistance (extra costs apply)
    • Monthly system health check
     
   

5.2.  Customer Requirements

  Customer responsibilities and/or requirements in support of this Agreement include:  
  • Payment for all support costs at the agreed interval.
  • Reasonable availability of customer representative(s) when resolving a service-related incident or request.
   

5.3.   Service Provider Requirements

  Service Provider responsibilities and/or requirements in support of this Agreement include:  
  • Meeting response times associated with service-related incidents.
  • Appropriate notification to Customer for all scheduled maintenance.
 

5.4.  Service Assumptions

  Assumptions related to in-scope services and/or components include:  
  • Changes to services will be communicated and documented to all stakeholders.

6.    Service Management

  Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.    

6.1.  Service Availability

  Coverage parameters specific to the service(s) covered in this Agreement are as follows:    
  • Telephone support : 9:00 A.M. to 5:00 P.M. Monday – Friday
    • Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service
 
  • Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
    • Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
 
  • Onsite assistance guaranteed within 72 hours during the business week
     

6.2. User Support and Problem Correction

The following procedures will be used to respond to problems that are received by the help desk. A problem is defined as an unplanned system event which adversely affects application processing or application deliverables.   Measurement period for User Support and Problem Correction SLAs is a calendar month. For example, if an SLA is not met during the month of April, one penalty deduction (as outlined in the SLA associated with that particular service) will be applied to the invoice for the month of April, and if it is not met for the month of May, an additional penalty deduction will be applied to the invoice for the month of May.  

6.2.1.   Prioritization Approach

Service requests for problems received by the help desk will be given a Severity Code from 1 – 4 based on how important responding to the problem is to the primary business of the Customer as a whole, as well as the availability of workarounds. The Severity Code will be the basis for scheduling work on the backlog and assigning resources to the request. Critical, important, and supportive application functions are defined in the section below on Application Function Type, with a complete list of application functions included in this agreement listed in Appendix A.    
Severity CodeDefinition
1A problem has made a critical application function unusable or unavailable and no workaround exists.
2A problem has made a critical application function unusable or unavailable but a workaround exists. or A problem has made an important application function unusable or unavailable and no workaround exists.
3A problem has diminished critical or important application functionality or performance but the functionality still performs as specified in the user documentation.
4A problem has diminished supportive application functionality or performance.

6.2.2.   Response and Resolution Times

Severity codes are used in order to determine appropriate response and resolution times. Response and resolution times are measured from when the incident is opened by the help desk. If the problem is not resolved within the defined timeframe, continuous effort will be applied until the problem is resolved.
Severity CodeInitial ResponseEstimation ResponseSubsequent ResponsesResolution
160 minutes2 hoursEvery 2 hours.8 hours
22 hours4 hoursEvery 4 hours3 calendar days
34 hours8 hoursEvery 8 hours15 calendar days
48 hoursNext business dayWeekly30 calendar days
  • Initial Response is when a ticket is opened and acknowledged by help desk staff.
  • Estimation Response is when the user that logged the ticket is informed of an estimated resolution time.
  • Subsequent Responses is the frequency with which the user that logged the ticket is updated on the resolution status.
  • Resolution is the point at which the problem is resolved and the application function is returned to a usable and available state.

6.2.3.   Response and Resolution Service Levels

TypeMeasurement
Severity 1 ResolutionAll Severity 1 problems are resolved in less than 2 hours.
One or more Severity 1 problems are resolved in over 4 hours.
Severity 2 ResolutionLess than 95% of Severity 2 problems are resolved in 8 hours.
Severity 3 ResolutionLess than 95% of Severity 3 problems are resolved in 4 calendar days.
Severity 4 ResolutionLess than 95% of Severity 4 problems are resolved in 20 calendar days.
Response/EstimateLess than 95% of Initial Response, Estimation Response, and Subsequent Response times are met.
End user satisfactionMore than 95% of completed scores on problem resolution satisfaction survey have a rating of satisfied or very satisfied.
Less than 80% of completed scores on problem resolution satisfaction survey have a rating of satisfied or very satisfied.
Maximum Problem BacklogThere are always less than unresolved problems.
Maximum Problem AgingNo problem is older than 60 days.
  • End user satisfaction is the rating provided by end users after the problem they logged is resolved.
  • Problem backlog is the maximum number of unresolved problems.
  • Problem aging tracks unresolved problems that are older than 60 days.
 

6.2.4.   Application Availability

Availability is defined as the ability of an end user to access and execute any of the included application functions from a functioning workstation and live network connection. For an application to be available, all of its supporting systems must be operational.
Application LevelBusiness Hour AvailabilityOff-Hour AvailabilityScheduled Down-Time
DefinitionMonday - Friday 8:30am-5:30pm ISTMonday – Friday 5:31pm-8:29am IST AND Saturday – Sunday 8am – 8am IST 
Critical99.5%  99.5%Sunday 12:01am – 8am IST
Important99%  98%Sunday 12:01am – 8am IST
Supportive98%  98%Sunday 12:01am – 8am IST
  • Any additional outages must be scheduled and approved by the Customer at least two weeks in advance, unless there is an emergency.

6.2.5.   Application Availability Service Levels

TypeMeasurement
Critical Application AvailabilityAvailability exceeds 99.5% every day in a 1 month period.
Availability falls below 99.5% for more than 2 days of the month during regular business hours.
Important Application AvailabilityAvailability falls below 99% for more than 2 days of the month during regular business hours.
Supportive Application AvailabilityAvailability falls below 98% for more than 2 days of the month during regular business hours.

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