SERVICE LEVEL AGREEMENT
SLA
Document Version: 5.0
- GLOSSARY OF TERMS:
▪ Bug: Software compilation error that can cause the lack of functionality in one or more functions.
▪ Support: The support provided for this project will be virtual by creating incident tickets on the online portal https://algoritmun.com/ my/ tickets . Each ticket must be generated by customer's personnel.
▪ Maintenance: Mainly dedicated to the transactional layer – database. Updates are included.
▪ Availability: Characteristic that establishes a reliability percentage to measure the time in hours that the service will be fully active on the servers hosted in the cloud.
▪
Accessibility:
The platform includes internet service hosting (Amazon
AWS). The end customer will have access to reports, alerts panel and
configurations in a web portal available on a Public IP to which all computing
equipment will be linked through the internet.
SLA terms for service availability provided by Algoritmun is 99,8% of total hours of a calendar year.
- TERMS FOR TECHNICAL SUPPORT
The SLA for technical support to be fulfilled by Algoritmun to its clients is:
|
Metrics |
Response for Diagnosis Time |
Most Common Solution Time |
|
Phone support |
8hrs / 5d |
|
|
Electronic tickets opening |
24hrs / 7d |
|
|
Corrective Support |
From 8 to 20 working hours |
From 8 to 20 working hours |
|
Catastrophic : System out of service that catastrophically affects the client's operations and cannot use any of its units |
Up to 1 hours working hours |
Up to 8 hours |
|
Critical : A high impact condition in which the customer's production, operations or development are severely affected. |
Up to 8 hours working hours |
Up to 24 hours |
|
Urgent : Significant problem in which one of its units is faulty, however, the rest of the units continue to produce. |
Up to 16 hours working hours |
Up to 48 hours |
|
Important : Important issue, but not having a significant impact on the customer's current productivity. |
Up to 24 hours working hours |
Up to 72 hours |
Standard response time for regular (Urgent most common) tickets: The average response time for tickets (88% support category and solved getting a complete sample universe of 942 ticket generated), rated for year 2021 incidents, has an average solution of 90 minutes after it is assigned to a support staff member.
3.1 INCIDENT REPORTING AND ESCALATION PROCESS
In case of failure of the contracted services, the CLIENT will report such failures to Customer Service, where a TICKET that describes such an event will be opened internally. The technical support settings have several levels of attention that guarantee its execution, from the opening of the TICKET to its complete solution. Once the incident has been solved, contact will be made immediately to the people who reported the problem, or designated personnel by the CLIENT, to validate the correct operation of the service.
|
LEVEL |
CLIMBING |
|
CHANNEL |
|
|
Level 1 |
Customer Service Helpdesk |
|
||
|
Level 2 |
Quito Supervisor |
+593 98022-4734 Chatbot |
|
3.2 SERVICE PROVIDER REQUIREMENTS
Service Provider responsibilities and/or requirements in support of this SLA include:
● Adhering to appropriate response times associated with service-related incidents.
● Notification to Customer for all support tickets.