Service Level Agreement (SLA)
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between symbiodyssey.com. and the Customer for the provisioning of IT services required to support and sustain the Bolt Virtual Private Server (BVPS).
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders.
This Agreement does not supersede current processes and procedures unless explicitly stated herein.
Goals & Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).
The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).
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.
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
- IT Service Provider(s): symbiodyssey.com. (“Provider”)
- IT Customer(s): Customer (“Customer”)
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
|Business Relationship Manager||symbiodyssey.com|
|Review Period||Bi-Yearly (6 months)|
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
The following Services are covered by this Agreement:
- Monitored email support
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.
Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement
- Meeting response times associated with service related incidents.
- Appropriate notification to Customer for all scheduled maintenance.
Assumptions related to in-scope services and/or components include:
- Changes to services will be communicated and documented to all stakeholders.
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.
|Availability (uptime)||99.7% Maximum outage duration : 26h per year||99% Maximum outage duration : 87h per year||Less thant 99% Outage duration exceeds 87h|
Please note that uptime will be determined based on data reported by automated monitor agents. Downtime due to announced maintenance will not be used in uptime calculations. Reports of downtime submitted by users will be investigated, but won’t be used to calculate uptime, since downtime experienced by users can be related to network issues on the Customer’s side. Uptime will be measured by automatic monitoring BVPS main page.
Problem Resolution Priority
|Critical||Service outage or a major application problem making it impossible to use the service||Service is interrupted|
|Major||Large number of users is impacted and no work around exists||Some functionalities are not available. The response time is slow|
|Ordinary||Impact on a small number of user base or impact on a large number of users, but a workaround exists||A few minor aspects of the service are affected but it is still usable|
|Low||No impact on users||Request for a new feature. The user experience is slightly affected|
Service Request Response Time
|Reponse Time||99% Within 24 hours||95% Within 24 hours||Less than 95% Within 24 hours|
Please note that the response time corresponds to the elapsed time between a request and a first answer. This does not include the time to solve the issue as the time to resolve vary depending on the tasks that have to be performed.
We will always do our best to solve any issues with the means that we have.