Enterprise Messaging Service SLA & Support Service

This Enterprise Messaging Services SLA & Support Service ("SLA & Support Service") is incorporated by reference in the Enterprise Messaging Agreement (the “Agreement”) entered into between ICS Convergence Solutions, Inc. ("ICS") and the other party to the Agreement (“Customer”). Capitalized terms used in this SLA & Support Service document shall be defined as set forth in the Agreement.


Definitions

  • "Tier 1 Support" means taking User calls, getting complete information from Users regarding problems experienced by such Users, testing the User credentials, eliminating common User errors, and handling all laptop configuration and hardware issues, operating system and related software issues, and escalating unresolved issues with written documentation detailing steps taken prior to escalation.
  • "Tier 2 Support" means providing assistance to the Customer’s Tier 1 Support help desk for issues that cannot be resolved through Tier 1 Support.
  • "Update" means an updated, revised, or enhanced version of the Services that ICS makes available to Customer.

Support Services

  • Provision of Support Services. In exchange for the fees set forth in the Agreement, ICS will provide the Support Services to Customer. During the Term of the Agreement, (i) the Services shall perform materially in accordance with the User Guide, and (ii) the functionality of the Services will not be materially decreased from that available as of the Effective Date.
  • Service Updates. From time to time, ICS may implement updates and enhancements to the Services as well as any bug fixes or corrections to any errors in the Services. ICS will provide as much advance notice (via email) to Customer respecting any updates or enhancements to the Services.
  • Tier 1 Support. Customer will be responsible for providing all Users Tier 1 Support. Tier 1 Support personnel who have received training regarding the Services from ICS will be authorized to submit tickets to technical support centers at ICS to resolve any problems that cannot be resolved by Tier 1 Support.
  • Tier 2 Support. ICS will provide Customer with Tier 2 Support in accordance with ICS’ standard procedures set forth in the Support Services terms and conditions.

Support Service Levels

System Availability Service Level

ICS will use commercially reasonable efforts to make the Services generally available 24 hours a day, 7 days a week and will use its reasonable efforts to provide the Services with an uptime of 99.99% over a calendar month of usage. Availability downtime is defined as a complete loss of primary functionality during the operational window.


Support and Maintenance

System Availability Service Level

ICS will assign the priority level to an issue per the Priority Level Matrix (Table 1) below:

Table 1: Priority Level Matrix


Priority Level 1 Critical - means a problem that renders the Enterprise Messaging Service unfit for use and/or unable to be serviced.
Priority Level 2 Major - means a problem that produces intermittent loss of function or degraded performance to the Enterprise Messaging Service.
Priority Level 3 Minor - means a problem that impedes, but does not prevent, the user from accomplishing the desired function.
Priority Level 4 Question – a question is posed or a clarification is required on the service function.


Standard Maintenance Plans

Standard Maintenance Plan support will be via telephone, email, or ticket track system between normal business hours of 9 am – 5 pm CST Monday to Friday, excluding public holidays. ICS Support Services will respond within the time specified, based on the Priority level below.

Table 2: Standard Plan Response Time


Priority Level Response Times Target Resolution Times
1 15 minutes Commence work on fixing the problem reported within one (1) business hour of receiving a support ticket. Provide a workaround in four (4) hours.
2 30 minutes Commence work on fixing the problem reported within one (1) business day of receiving a support ticket. Continue using commercially reasonable efforts to provide a fix that resolves the problem or downgrades the problem to the Minor classification.
3 24 hours Commence work on fixing the problem reported within two (2) business days of receiving a support ticket. Supply a resolution on the next scheduled maintenance release.
4 24 hours Acknowledge understanding of the question or clarification within three (3) business days of receiving a support ticket.


Premium Maintenance Plans

Premium Maintenance Plan support will be via telephone, email, or support ticket available, 7 days per week, 24 hours per day. ICS Support Services will respond within the time specified, based on the Priority Levels as detailed in Table 3 below. Regular updates with the status of the investigation will be provided, until the final resolution is determined.

Table 3: Premium Plan Response Times


Priority Level Response Times Resolution Guidelines
1 15 minutes Commence work on fixing the problem reported within one (1) business hour of receiving a support ticket. Provide a workaround in four (4) hours.
2 15 minutes Commence work on fixing the problem reported within four (4) business hours of receiving a support ticket. Provide a fix or workaround by close of next business day.
3 4 hours Commence work on fixing the problem reported within one (1) business day of receiving a support ticket. Supply a resolution on the next scheduled maintenance release.
4 24 hours Acknowledge understanding of the question or clarification within three (3) business days of receiving a support ticket.