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Service Level Agreement

Service Level Agreement

Last modified: July 5, 2018

Hosting Services Availability Service Level

 Hosting Services will be available to Customer at least 99.5% of the time each calendar month, excluding scheduled maintenance, measured on a 24 x 7 basis (24 hours per day, 7 days a week,).  Customer will be notified 1 week in advance when scheduled maintenance will occur.

If the Hosting Services availability percentage falls below 99.5% in any month, Customer will be entitled to a credit equal to the percentage noted in the following table multiplied by one-twelfth the annual Hosting Services fee for the then current year of service (annual Hosting Services fee divided by 12).

Availability Percentage

Percentage of Credit

99.49% to 99.40%

1%

98.39% to 98.30%

2%

Below 98.29%

3%

 

 Support and Error Resolution Service Level

 IndustrySafe will establish and maintain the organization and processes necessary to provide support and error-resolution services to Customer. IndustrySafe will provide support and error-resolution services via telephone and email during normal business hours, and via email during non-business hours for critical business impact (Severity 1 errors) only.

Upon receipt of telephone, email support request, or case submittal from Customer specifying an error, and upon receipt of such additional information as IndustrySafe may request, IndustrySafe will respond as described below to resolve reported and reproducible errors in the Hosting Services or SaaS Software. IndustrySafe will determine the priority level in accordance with the following protocols:

Severity 1 (Critical)

Severity 2 (High)

Severity 3 (Medium)

Severity 4 (Low)

Work Outage

The application failure causes the client to be unable to work or perform some significant portion of their job.

 

The application failure causes the client to be unable to work or perform some significant portion of their job.

 

The application failure causes the client to be unable to perform some small portion of their job, but they are still able to complete most other tasks.

The application failure causes the client to be unable to perform a minor portion of their job, but they are still able to complete most other tasks.

Number of Customers Affected

The application failure affects a large number of customers.

The application failure affects a large number of customers.

The application failure affects a small number of customers.

The application failure may only affect one or two customers.

Workaround

There is no acceptable workaround to the problem (i.e., the job cannot be performed in any other way).

There may or may not be an acceptable workaround to the problem.

There is an acceptable and implemented workaround to the problem.

There is likely an acceptable workaround to the problem.

Response Time/Acknowledgement

Within one hour.

Within four hours.

Within eight hours or by next business day.

Within eight hours or by next business day.

Resolution Time

The maximum acceptable resolution time is 24 continuous hours, after initial response time.

The maximum acceptable resolution time is five business days.

The maximum acceptable resolution time is 30 business days.

The maximum acceptable resolution time is 90 calendar days.

 

Escalation

IndustrySafe follows the following support and escalation process;

  • Customer initiates support ticket and case
  • IndustrySafe Tier 1 support reviews and responds to case
  • If Customer not satisfied with response, they can escalate to IndustrySafe escalation queue –Tier II support
  • If IndustrySafe Tier 1 cannot resolve the case, they also escalate case to IndustrySafe Tier II support
  • If IndustrySafe Tier II cannot resolve the case, they escalate the case to the IndustrySafe Director of Customer Relations
  • Customer can also escalate the case to the IndustrySafe Director of Customer Relations
  • If Director of Customer Relations cannot resolve the case they discuss with appropriate IndustrySafe business lead: Director of Infrastructure; Vice President of Technology; and Chief Operating Officer
  • Customer can also escalate case in conjunction with Director of Customer Relations to appropriate IndustrySafe business lead.

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