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SLA Sample Agreement
Service Level Agreements (SLAs)
are customized to satisfy individual client expectations or support
requirements. Below you will find an example of one such agreement. If
you are interested in a customized SLA, please
contact Visix to discuss your specific
requirements:
The following SLA Terms and Conditions apply
only to Customers agreeing to a Minimum Service Period of one year or
more for Visix’s contract services and only in respect of the provision
of such services during such period and where Customer’s accounts with
Visix are in good standing. Availability of this SLA may be subject to
further conditions or qualifications set forth in the Agreement with
Visix. All remedies set out herein shall not be cumulative, and shall be
Customer’s sole and exclusive remedy under the relevant Agreement.
General Scope of the SLA (Service Level
Agreement)
Visix will
provide the following services for a minimum of one-year:
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Extended telephone support hours (0500 – 2300) Monday though Sunday
with the exception of certain published holidays.
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30
minute telephone response time to support trouble tickets generated
via the Internet
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Two-hour resolution to application configuration problems. Excludes
application problems requiring source code edits or scripts.
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Onsite
software upgrade services to the Visix application once every 180
days
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Onsite
instruction on the deployment of Channel Player upgrades once every
180 days
-
Onsite
user training to any number of personnel once every 180 days
Functional Quality
Functional Quality Guarantee
Scope:
Visix's Functional Quality Guarantee is to have the Visix System
functionally operational 100% of the time.
Scheduled Maintenance/Upgrade
Scope:
Scheduled Maintenance shall mean any maintenance or upgrades at the
Customer's location (a) in respect of which Customer shall be notified
48 hours in advance, and (b) that is performed during a standard
maintenance window Monday through Friday from 12:01 AM to 6 AM local
time. Notice of Scheduled Maintenance will be provided to Customer's
designated point of contact by a method elected by Visix (telephone,
email, fax or pager).
Functional Operation Guarantee
Process: At
Customer's request, Visix will calculate Customer's "Product
Unavailability" in a calendar month. "Product Unavailability" consists
of the number of minutes that the Visix application was not available to
Customer, and does not include unavailability associated with any
maintenance where Customer's server is located. Outages will be counted
as Product Unavailability only if Visix notifies Customer of the outage
in accordance with the Outage Reporting Guarantee set forth below or if
Customer opens a trouble ticket with Visix customer support within one
day of the outage. Product Unavailability will not include Scheduled
Maintenance, or any unavailability resulting from (a) any Customer
circuits or equipment, (b) Customer's applications or equipment, (c)
acts or omissions of Customer, or any use or user of the service
authorized by Customer or (d) reasons of Force Majeure.
Service Availability Guarantee
Remedy: For
each cumulative hour of Product Unavailability or fraction thereof in
any calendar month, at Customer's request, Customer's account shall be
credited for the pro-rated charges for one day of the Visix Monthly
Charge for the service with respect to which a Service Availability
Guarantee has not been met, to a maximum of one month credit during any
calendar month.
Customer Care Quality
Technical Support Telephone
Response:
Visix will respond to trouble tickets generated from the visix.com Web
site within 30 minutes of submission. Customer is solely responsible
for providing Visix accurate and current contact information when
creating a trouble ticket. Visix will be relieved of its obligations
under this Response Requirement if Visix's contact information for
Customer is inaccurate due to Customer's action or omission. In the
unlikely event the Customer is notified of an email error, an alternate
communication medium (cell phone) will be provided to initiate a support
response. The Visix response will include telephone communications and
remote desktop support when necessary.
Time to Resolution:
Visix will resolve issues to the Visix application caused by
configuration errors or respond user requests due to a lack of knowledge
within two hours of the creation of trouble ticket created via the Web.
Resolution will not be achieved in two-hours in situations that require
modifications to application source code or scripts.
Outage Reporting Guarantee
Scope:
Visix's Outage Reporting Guarantee is to notify Customer within 30
minutes after Visix's determination that Customer's service is
unavailable. Visix's standard procedure is to ping Customer's co-located
equipment every five minutes. If Customer's equipment does not respond
after two consecutive five-minute ping cycles, Visix will deem the
service unavailable and will contact Customer's designated point of
contact by a method elected by Visix (telephone, email, fax or pager).
Outage Reporting Guarantee
Process: The
Outage Reporting Guarantee is applicable only to service provided at
designated locations, and is applicable only if Customer completes
Visix's Customer Information Form in its entirety or registers for the
Outage Reporting Guarantee. Customer is solely responsible for providing
Visix accurate and current contact information for Customer's designated
points of contact. Visix will be relieved of its obligations under this
Outage Reporting Guarantee if Visix's contact information for Customer
is out of date or inaccurate due to Customer's action or omission or if
Visix's failure is due to reasons of Force Majeure (as defined in the
applicable service agreement).
Outage Reporting Guarantee
Remedy: If
Visix fails to meet the Outage Reporting Guarantee, at Customer's
request Customer's account shall be credited the pro-rated charges for
one day of the Visix Monthly Charge for the service with respect to
which this Guarantee has not been met; provided, that Customer may
obtain no more than one credit per day, irrespective of how often in
that day Visix failed to meet the Outage Reporting Guarantee.
Customer
Access Requirements:
Proactive monitoring of the Customer co-located application requires
that Visix have unrestricted access to the Content Server Application.
Disruptions of access nullify any Outage Reporting Guarantee.
Power Availability
Power Availability Guarantee
Scope: Visix
assumes no responsibility for electrical power availability. Customer
assumes responsibility for providing power to the Visix Content Server(s)
100% of the time. Power outages will not be construed as operational
outages.
3rd Party Software
Visix does not cover 3rd party software
installs that the company did not test and supply, nor does the company
troubleshoot 3rd party software Customer may install. If Customer elects
to install software or provide server maintenance on its own and
Customer “breaks” the application, Visix will charge a fee to restore it
to operational specifications.
Domain Policies
Visix does not cover domain policies that
may disrupt Visix applications or device communications.
Onsite Services
Every 180 days, Visix will provide personnel
onsite to provide software upgrade services for the Visix Content Server
(8 man hours), train Customer personnel how to remotely upgrade Channel
Players (8 hours) and present training materials for new and existing
features to any number of Customer personnel (8 hours). Customer will
coordinate their personnel and provide the appropriate training
environment with a projector.
Onsite Services
Services outside the scope of this agreement
are billable at pre-determined rates for on-site or remote services.
This rate does not include travel and expenses associated with onsite
support.
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