Service Level Agreement

1. Executive Summary

This service level agreement (SLA) defines the service offering that will enable Media24 to manage the quality and the levels of agreed performance of the Services as described in the Service Agreement and to which the Customer subscribes from time to time on the Simplify.hr Platform.

This SLA will include the following direct services to Customer:

• Account Management Services
• Technical Support Services

1.2. Scope of Services
In Scope:

• Technical support and maintenance for all components of the Simplify.hr Platform;
• Account management support on customer queries

Out of scope:

• Support and maintenance for Client Network infrastructure, Desktop computers, laptops, and PDAs.
• Custom features and enhancements

1.3. Key Contacts
The below contact details represent the key individuals for Media24 and is subject to updates as and when required.

1.4 Hours of Coverage
The hours of coverage are from 08:00 to 17:00 Monday through Friday excluding public holidays.

2. Terms and Conditions

2.1. Agreement Period
This SLA is valid for the duration of the Service Agreement.

2.2. Changing the Service Level Agreement
Media24 or Customer must submit Change Requests in writing or by email; verbal change requests will not be accepted.
Once a change request has been submitted both parties will discuss the impact the change request will have on the Service Level Agreement. Once both parties agree on the new schedule, the Change Request will be accepted. If both parties do not agree on the change, then the Change Request is not accepted and the original SLA stands.
Note: A Change Request is defined as any request to make modifications to the SLA.

2.3. SERVICE GOALS

2.4. System Uptime Goals

Downtime definition:

• Downtime means loss of external connectivity to the hosted services i.e the application or supporting applications are unavailable for use.
• Downtime does not include scheduled downtime or maintenance windows.
• Downtime does not include application or system bugs and the effects thereof.

2.5. Response Times
Monday to Friday 8:00-17:00 excluding public holidays. This refers to the hours during which the Customer will be provided with service, and respond to the request for service of issues of critical severity. Response time is defined between the time when a system problem is logged with the relevant supporting channel in writing during operating hours. Every effort will be made to respond within these guidelines.

Media24 is responsible for using reasonable commercial endeavours in delivering services in the timeframes and manner specified in this document.

2.6. Fault Reporting
The Customer must ensure that all Software failures are reported directly to the appropriate Support Centre, in accordance with the Service Request Procedures detailed in Table 1. Submissions should always contain as much detail as possible to avoid delays in the resolution time.

2.7 Support and development Services include:

• Product / Software Upgrades
• Patches
• Bugfixes

2.8 Roles and Responsibilities

2.8.1 Customers Responsibilities
Customer agrees to:

• Send an e-mail message to [email protected]
• Provide critical information within 2 hours of receiving a request for information from a Media24 staff member seeking to resolve an issue. Failure to do so may impact response times.

2.8.2 Media24 Responsibilities

• Meet response times as defined in the agreement.
• Maintain appropriately trained staff
• Log and track Customer requests for service via helpdesk ticketing software
• Determine issue priorities (low, medium, high or critical) and provide Customer with feedback on resolution time as per the service goals in table 2.3

2.9 Exceptions
Simplify has no obligation to support the following:
A Software problem or any defect resulting from changes to the Customer’s operating environment so that the operating environment is inconsistent with the environment for which the Software or the hardware containing the Software was originally purchased.

2.10 Fault Definitions
Classification of a reported incident as a Fault and the allocation of a Severity to a Fault requested by Customer will be subject to agreement by the Support Centre or Systems Engineer after initial investigations. Adherence to the service request procedures will ensure the best response and timeous resolution of your service calls.

2.11 Escalation Procedures
The Customer may invoke escalation procedures at any stage when the response time set out in this SLA is not met. The names and contact numbers of the persons referred to will be available to the Customer.