Support Package and Service Level Agreement
This Service Level Agreement (SLA) is made by and between the following:
AGENT HUB CRM LTD with office address at _____________, hereinafter referred to as the “COMPANY”.
_____________ is a company registered in ________________ with
office address at ___________________________, hereinafter referred to as the “CUSTOMER”.
“CUSTOMER” point of contact:
Definition of Terms
Agreement / Contract
A contract is an agreement defining the terms of business between parties.
Short for “application.” A collection of components such as tabs, reports, dashboards, and Visualforce pages that address a specific business need.
The party identified as the Customer in the Agreement
Agent Hub CRM Ltd
Contacts are the individuals associated with your accounts.
Initial Response Time
A response to a request for Support Services shall consist of receipt of and an acknowledgement by us of Customer’s request for Support Services (the “First Response”).
An “Issue” is a technical problem in the accessibility or performance of a function or component of the software which is under Agent Hub’s control.
The date stated when the Agreement will commence.
The date stated when the Agreement will end.
This Support policy specifies Agent Hub’s current Support provided with the monthly Support Service. Agent Hub reserves the right to modify this policy at our sole discretion, upon reasonable prior notice.
This Support Package provides a personalised service with high response and resolution commitment levels including:
– A dedicated email address for support requests
– A dedicated customer success manager enabling escalation
– 24/7 support for critical issues
– Commitments for improved response and resolution times
- Ways to contact the Agent Hub company
- a) __________(Main point of contact)
- b) __________(General support enquiries)
- c) __________(Assigned developer)
- Hours of operation
- BST: Monday – Friday, 9:00 am – 6:00 pm
Hours of support
- BST: Monday – Friday, 9:00 am – 4:00 pm
- Support Consists of:
Support tickets can be initiated by email. Requests may be initiated by Customer’s specific support contacts. Agent Hub personnel are available to respond to issues related to the Service subscribed to under the Agreement.
- Issue/Errors and Response Time
4.1 Issue priority / severity levels
Issues do not include problems caused by: (i) network modification(s); or (ii) other modifications made by Customer. Issues fall into several priority categories, each of which is defined below.
|Level||Type of Issue||Initial Response Time|
|Level 1 (Critical)||An Error that (a) renders the software completely inoperative or (b) makes Customer’s use of material features of the software impossible, with no alternative available.||2 hours|
|Level 2 (High)||An Error that (a) has a high impact to key portions of the software or (b) seriously impairs Customer’s use of material function(s) of the software and Customer cannot reasonably circumvent or avoid the Error on a temporary basis without significant time or effort.||4 hours|
|Level 3 (Medium)||An Error that has a medium-to-low impact on the software, but Customer can still access and use some functionality.||24 hours|
|Low||An Error that has low-to-no impact on Customer’s access to and use of the software.||72 hours|
Unless Customer expressly designates the Severity Level, the Support Case will default to Low. Agent Hub may also offer various support and training resources such as documentation, Salesforce community forums, FAQs and user guides available from time-to-time.
4.2 Issue/Error Response.
Upon receipt of a Support Case, Agent Hub will attempt to determine the Error and assign the applicable Severity Level based on descriptions in the Table above. Agent Hub shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as set forth in the table above. If the Customer Contact that submitted the Support Case is unresponsive or unreachable, Agent Hub may downgrade the Severity Level.
- Customer Cooperation
Agent Hub’s obligation to provide Support is conditioned upon the following: (i) Customer’s reasonable effort to resolve the problem after communication with Agent Hub; (ii) Customer’s provision to Agent Hub of sufficient information and resources to correct the problem, (iii) Customer’s procurement, installation and maintenance of all hardware and browser software necessary to access the software, and (iv) Customer installing any corrections to the software.
- Support Conditions
6.1. Support Issues Not Attributable to Agent Hub
Agent Hub is not obligated to provide Support for problems related to: (i) modifications and/or alterations to the Software not performed by Agent Hub, (ii) use of the Software in manner not in accordance with the Software Agreement, (iii) problems caused by the Customer’s negligence, hardware malfunction, or third-party software; and (iv) situations in which the Customer has not paid any fees when due.
6.2. Exclusions from Support
The following items, as reasonably determined by Agent Hub, are excluded from Support:
- In-depth training. If the support request is deemed to be training in nature, and will require an extended amount of time, the Customer will be referred to Agent Hub’s training or consulting departments.
- Assistance in the customisation of the application. Support does not provide assistance in developing, debugging, testing or any other application customisation.
- Information and assistance related to Customer and third party products. Issues related to the installation, administration, and use of enabling technologies such as databases, computer networks, and communications and use and/or integration with Customer’s own software or any service not provided under the Agreement are not provided under Agent Hub Support.
- Enhancements. Agent Hub shall only provide Support for issues that we reasonably determine are not meeting the Software’s intended functionality. Enhancements, feature requests, and the like are not provided for under Support.
6.3. Additional Services
If Customer desires to have Agent Hub perform the services excluded under Sections 6.1 and 6.2, Agent Hub may provide them at its then-current services fees.
Service Level Agreement
This Agent Hub Service Level Agreement (“SLA”) outlines the service levels to be provided in the delivery of the Support Service.
Agent Hub makes the following SLA commitment:
7.1 The Support Service will be available with a Monthly Uptime Percentage (defined below) of at least 99.9% during any calendar month.
If (i) Agent Hub fails to meet such Monthly Uptime Percentage in any two (2) consecutive month period, or (ii) the Monthly Uptime Percentage falls below 75% availability in any calendar month (excluding downtime due to planned downtime or other exclusion), customer shall have the right to terminate this Agreement upon thirty (30) days’ written notice to Agent Hub, and upon termination as Customer’s sole and exclusive remedy, Agent Hub shall promptly provide to Customer a refund of any fees paid in advance, which will be prorated from the date of termination.
7.2 Measurement Method
The “Monthly Uptime Percentage” will be measured using the total hours in an applicable calendar month (total time (TT) minus planned maintenance (PM) or exclusions as listed below) as the denominator, divided by the numerator, which is defined as the denominator value minus the time of any outages in Core Services in the monthly period (OT).
Nr = Dr – OT
Agent Hub CRM LTD shall provide notice to Customer of planned maintenance with at least thirty (30) days notice.
The Monthly Uptime Percentage shall not apply to service degradations caused by or related to any of the following:
- Planned or emergency maintenance.
Issues caused by Customer after Agent Hub advised Customer to modify Customer’s use of the Software, if Customer did not modify its use as advised.
iii. Issues that resulted from the use of third-party hardware or software, in which the third-party hardware or software caused the service degradation.
Services, circumstances or events beyond the reasonable control of Agent Hub, including, without limitation, any Force Majeure events, the performance and/or availability of local ISPs employed by Customer, or any network beyond the demarcation or control of Agent Hub.
Name Ashley Mckella
Chief Executive Officer (Position)
Agent Hub Ltd (Company Name)