Our Service Level Agreement
SELMA's Service Level Agreement
Agreement Overview
This Agreement represents a Service Level Agreement ("SLA") between 'SELMA International Limited' herein referred to as "SELMA SIS" and Customers for the provisioning of services required to support and sustain the software service (SaaS) "SELMA SIS".
This Agreement outlines the parameters of all SELMA SIS 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 8am and ending at 4pm Australian Eastern Standard Time (AEST)
Working hour means an hour within the period from 8am to 4pm in a working day Australian Eastern Standard Time (AEST)
Working Week means the days from Monday to Friday in any week of the year
SaaS means Software as a Service
SELMA SIS means the training and event management software as a service SELMA SIS, all its modules, websites and services
Customer means the SELMA SIS User(s) and the legal entity subscribing to SELMA SIS SaaS as outlined in the Saas Agreement
Primary stakeholders means SELMA SIS 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 SELMA SIS Service.
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.
Service Agreement
The following detailed service parameters are the responsibility of SELMA SIS in the ongoing support of this Agreement.
Service Scope
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 Onsite assistance (extra costs apply)
Customer Requirements
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 SIS Requirements
SELMA SIS 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.
Service Assumptions
Assumptions related to in-scope services and/or components include:
- Changes to services will be communicated and documented to all stakeholders.
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:
- Telephone support: 8:00 A.M. to 4:00 P.M. Monday – Friday, (Australian Eastern Standard Time (AEST)) Calls received out of office hours will be attended to during the next available working day.
- Email support: Monitored 8:00 A.M. to 4:00 P.M. Monday – Friday, (Australian Eastern Standard Time (AEST)) Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
Service Requests
In support of services outlined in this Agreement, SELMA SIS 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
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 SIS 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 SIS representative so that a SIS 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
Service KPI's
In support of services outlined in this agreement, the Service SELMA SIS will adhere to the following Key Performance Indicator ("KPI") targets:
SELMA as a service uptime of 99.9% measured annually
SELMA SIS strives to maintain the availability the services 24 hours a day. On occasion, SELMA SIS needs to perform maintenance the services, and this may require a period of downtime. SELMA SIS tries to minimise any such downtime. Where planned maintenance is being undertaken, SELMA SIS 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 SIS 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 backup per day held for 30 days
While SELMA SIS applies standard industry practices to back up all Data stored within the Services and to minimise the risk of data loss, one full backup is performed each day. Backups are retained for 30 days from the date of creation and are automatically deleted thereafter. Restoration of Data is subject to availability of the relevant backup, and no guarantee is provided that Data can be recovered in all circumstances.
Backup requests fulfilled within 5 working days
The Customer may request a copy of any of the Customer's Data stored in SELMA SIS, provided that the Customer pays SELMA SIS reasonable costs of providing that copy. On receipt of that request, SELMA SIS will provide a copy of the Data in a common electronic form within 5 business days.
Modifications
SELMA SIS frequently releases new updates, modifications, and enhancements to the services, and in some cases discontinue features. Where this occurs, SELMA SIS will notify the Customer by the means of release notes attached to the monthly newsletter.