This Service Level Agreement ("SLA") covers the provision and support of JPtheGeek LLC to clients who have purchased packages containing the Business Critical SLA. Special provisions may be made for specific clients in the individual agreements.
We reserve the right to adjust this agreement when necessary, keeping a revision history. We will review this agreement annually, or in further depth in the event of an SLA break.
How to connect with us
The primary point of contact for users will be through the Support Portal.
Phone: (317) 593-9080
- Clients can expect support for the service to be available during all regular business hours. All times are listed below in Eastern Standard Time.
Regular Hours: Monday - Friday 8:00 AM to 6:00 PM
- Support cannot be expected on the weekends or on national holidays. However, we very commonly work at our discretion on your issues after regular hours, weekends and holidays.
- If all Service Desk agents are unavailable during regular hours, an effort to return all voicemail messages within 90 minutes will be made. We highly recommend submitting a request through the portal to allow the automated notifications to process.
All issue priorities will be determined by the criteria below, the final decision on priority lies with the technician working to resolve the issue.
First level issue determination process may proceed as follows:
- All issues will be recorded as a request.
- Issues will be resolved or assigned to the appropriate specialist.
- Issues will be monitored.
- Users will be notified of commitment times and any problems that occur in meeting the established commitment.
- Issue resolution will be documented in the knowledge base. Some resolutions may not be added to the client's public knowledge base.
Issue Level Determination
First level problem determination will be assigned using the following criteria:
- Number of users affected
- Effect on the business mission
- Context of issue
- Estimated solution time
- Application involved
- Frequency of issue
- Customer's sense of priority
- Customer's commitment level
- Availability of workaround
- The threat to data integrity or computer security
The following table will be used internally to prioritize issues to give a response time commitment.
NOTE: For all severity levels, we will try to keep you updated throughout the process. However, there may be times when working to resolve the issue could prevent timely updates. If this is the case, this is not to be considered a break in SLA.
Critical: Business outage or significant impact that threatens future productivity of the entire organization. First reply within 15 minutes*, periodic updates every 60 minutes.
High: a High-impact problem where production is proceeding, but in a significantly impaired fashion; there is a time-sensitive issue important to long-term productivity that is not causing an immediate work stoppage, or there is significant customer concern. First reply within 60 minutes*, periodic updates every 2 hours.
Normal: a Normal issue that does not have significant current productivity impact. First reply within 4 hours*, periodic updates every 48 hours.
Low: Issue to be aware of; user desires issue to be resolved but has no time demands, an issue requiring no further action beyond monitoring for follow-up, if needed, Request for information only, or request for change or new user. First reply time not applicable, periodic updates not applicable.
NOTE: Response times are only counted when tickets are in New and open status. Pending and on hold tickets do not add time to the count. Pending ticket status reference waiting on the end user to provide necessary information to provide a fix. On-hold ticket status may refer to waiting on parts, a vendor, or anything else that is outside of our control.
NOTE: We do not include a resolution time guarantee because resolution time varies for each individual issue. For instance, some issues may be resolved by a server restart, while, some critical hardware failures take much longer to fix. However, we do guarantee that we will promptly be on the issue and that we will keep you updated throughout the resolution.
Services credits may be paid, upon request, in the event that the Service Level achieved falls below the service level performance measure in a service period. Service credits are applied towards the next month's invoice. This is the only method to receive SLA breakage compensation.
Service credits will be paid as follows:
A flat rate of 1% of the monthly package bill per hour of SLA breakage will be applied as a credit onto the next month's bill.
Example: If your monthly package bill is $3,000/month, you would take 3000 x 1%. This would give you a $30 per hour credit to your account for the next month's service. If the SLA breakage was 4 hours, you would receive a $120 credit to your account.
*The first reply to the ticket states that we are looking into the issue OR provides an update on the status of the available technician.
**SLA is only valid when a request is submitted through the portal or a phone call is received by an agent. Emailed support tickets or emails to individuals do not apply a priority to the request (all emailed requests automatically come in as "none" for the priority), therefore we cannot guarantee any level of service. If you cannot reach a support representative by phone, and the issue is critical, please try to call again, or leave a voicemail. It is highly unlikely that we will not respond to any form of communication in a timely fashion, however, there is always a chance of system failures. We are not responsible for any Zendesk, GSuite or any other vendor's failure to process the requests appropriately.