Service Level Agreement
This Agreement represents a Service Level Agreement (“SLA”) between ‘Straub Consulting Limited’ herein referred to as “SELMA” and Customers for the provisioning of services required to support and sustain the software service (SaaS) “SELMA”.
This Agreement outlines the parameters of all SELMA SaaS support services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
Working Day means a period in the day starting from 9am and ending at 5pm
Working hour means an hour within the period from 9am to 5pm in a working day
Working Week means the days from Monday to Friday in any week of the year
SaaS means Software as a Service
SELMA means the student management software as a service SELMA, all its modules, websites and services
Customer means the SELMA User(s) and the legal entity subscribing to SELMA SaaS as outlined in the Saas Agreement
Primary stakeholders means SELMA and the Customer
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Customer(s) by the Service SELMA(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.
The following detailed service parameters are the responsibility of SELMA in the ongoing support of this Agreement.
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 Onsiteassistance (extra costs apply)
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.
- Availability for screen sharing software like Microsoft Teams, Zoom or TeamViewer on request
SELMA’s 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.
Assumptions related to in-scope services and/or components include:
- Changes to services will be communicated and documented to all stakeholders.
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.
Coverage parameters specific to the service(s) covered in this agreement are as follows, excluding public holidays:
- Telephone support: 9:00 A.M. to 5:00 P.M. Monday – Friday, (NZ time) Calls received out of office hours will be attended to during the next available working day.
- Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday, (NZ time) Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
In support of services outlined in this Agreement, SELMA will respond to and resolve service-related incidents and/or requests submitted by the Customer based on the information provided by the Customer. These service-related incidents and/or requests will henceforth be referred to as “ticket(s)”.
Priority of tickets is based on two factors: urgency and impact.
Urgency: how many people will be affected by the problem. Urgency can be high or low.
- High: all Customer staff members will be affected
- Low: one staff member or a small group of staff members will be affected
Impact: to what degree the problem will disrupt business as usual. Impact can be high or low.
- High: key business processes are prevented from operating at full capacity
- Low: business as usual can operate just at lowered efficiency and/or effectiveness
Urgency and impact having been determined, the following priority matrix is consulted to determine the priority level of the ticket and therefore the corresponding response and resolution time:
|High Urgency||Low Urgency|
|High Impact||Priority 1||Priority 2|
|Low Impact||Priority 2||Priority 3|
Priority Schedule : The following priority schedule outlines the time frames attached to each priority level:
|Response Target||Resolve Target|
|Priority 1||Within 2 working hours||Within 1 working day|
|Priority 2||Within 8 working hours||Within 3 working days|
|Priority 3||Within 8 working hours||Within 4 working days|
Ticket Triage : SELMA tickets will fall into 3 key categories. The initial triage is determining into which of these categories the ticket falls into, and then assigning the ticket appropriately to the right SELMA representative so that a swift resolution can be reached.
The 3 categories and the corresponding responsible team(s) are as follows:
- Technical System Error and/or Issues Development Team
- User Complications and on-boarding Queries Customer Support Team
- Future system development requests Management Team
In support of services outlined in this agreement, the Service SELMA will adhere to the following Key Performance Indicator (“KPI”) targets:
SELMA as a service uptime of 99% measured annually
SELMA strives to maintain the availability the services 24 hours a day. On occasion, SELMA needs to perform maintenance the services, and this may require a period of downtime. SELMA tries to minimise any such downtime. Where planned maintenance is being undertaken, SELMA attempts to notify the Customer in advance.
There will be no compensation due to any downtime, access issues or data loss, the Customers only recourse is to discontinue using our services.
In the unlikely event of a necessary disaster recovery from agreed backups, SELMA will perform and make available a system within the following period:
- Disaster recovery within 1 working day within the same cloud environment
- Disaster recovery within 3 working day(s) within a different cloud environment
The recovered system may or may not be available on the original URL.
One guaranteed backup per day held for 30 days
While SELMA will take standard industry measures to back up all Data stored using the Services, and to prevent data loss, SELMA only guarantees for one full backup per day which expire, and are therefore no longer available after 30 days from backup date.
Backup requests fulfilled within 5 working days
The Customer may request a copy of any of the Customer’s Data stored in SELMA, provided that the Customer pays SELMA reasonable costs of providing that copy. On receipt of that request, SELMA will provide a copy of the Data in a common electronic form within 5 business days.
SELMA frequently releases new updates, modifications, and enhancements to the services, and in some cases discontinue features. Where this occurs, SELMA will notify the Customer by the means of release notes attached to the monthly newsletter.