Table of Contents:
- Purpose.
- Service Overview:
- Help Desk Support
- Incident Response
- Performance Metrics:
- Incident Resolution Time
- Service Availability
- Responsibilities:
- Customer Success Department
- Customers
- Escalation Process
- Level 1 Escalation
- Level 2 Escalation
- Level 3 Escalation
- Review and Amendment.
- Purpose.
This Service Level Agreement (SLA) is entered into by and between [Company Name] (the "Client") and the Poologics Customer Success Department. The purpose of this agreement is to define the scope of support services, establish performance expectations, and outline responsibilities to ensure the efficient resolution of IT-related issues.
- Service Overview
- Help Desk Support: The Customer Success Department will provide assistance for software-related issues through our different channels of communication: Email, Chat, and calls during regular business hours (Monday to Friday, 8:00 AM to 6:00 PM EST).
- Incident Response: The Customer Success Department commits to acknowledging and initiating the resolution of reported incidents within 20 Minutes of receiving the request.
- Performance Metrics
- Incident Resolution Time: The target answering time for standard incidents is 1 to 2 hours. The estimated time for resolution will be provided a maximum of 24 hours after the ticket has been received.
Critical incidents like when the customer is blocked to generate an estimate and a proposal will be addressed with the highest priority, aiming for resolution as soon as possible. With feedback on the progress as soon as we get an update or at the end of the day.
- Service Availability: The Customer Success Department aims for a minimum system availability of 99% during regular business hours, excluding scheduled maintenance periods.
- Responsibilities.
- Customer Success Department:
- Provide timely and effective support for reported incidents.
- Communicate proactively with end-users regarding the status of reported issues.
- Maintain accurate records of incidents, solutions, and response times.
- Customers:
- Report incidents or issues software-related promptly through the designated channels.
- Provide necessary information and access to facilitate issue resolution.
- Escalation Process.
- Level 1 Escalation: Issue escalated to a higher-level support technician.
- Level 2 Escalation: Issue escalated to the Customer Success Supervisor.
- Level 3 Escalation: Issue escalated to the Product Team.
- Review and Amendment.
This SLA will be reviewed annually or as needed. Amendments may be made with the agreement of both parties.