Service Level Agreement

Agreement Overview

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.

Definitions

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

Goals & Objectives

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:

Service Agreement

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

Service Scope

The following Services are covered by this Agreement:

Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

SELMA Requirements

SELMA’s responsibilities and/or requirements in support of this Agreement include:

Service Assumptions

Assumptions related to in-scope services and/or components include:

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.

Service Availability

Coverage parameters specific to the service(s) covered in this agreement are as follows, excluding public holidays:

Service Requests

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.

Impact: to what degree the problem will disrupt business as usual. Impact can be high or low.

Priority Matrix

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:

Service KPI’s

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.

Disaster Recovery

In the unlikely event of a necessary disaster recovery from agreed backups, SELMA will perform and make available a system within the following period:

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.

Modifications:

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.