Business Critical SLA
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
Phone: (317) 936-3300
- Clients can expect support for service to be available during all regular business hours. All times listed below are in Eastern Standard Time.
Regular Hours: Monday - Friday 8:00 AM to 5:00 PM
- Clients under the Business Critical SLA are covered with 24/7 protection. We will work on issues as needed to get them resolved as quickly as possible. Normal and/or low priority issues will be handled during normal business hours.
- Systems management and maintenance is performed after regular hours.
- If all Service Desk agents are unavailable at any time during regular hours, an effort will be made to return all voicemail messages within 60 minutes.
All issue priorities will be determined by the criteria below, the final decision on priority lies with the technician assigned to the issue.
First level issue determination processes may proceed as follows:
- All issues will be recorded as a request.
- Issues will be resolved or assigned to the appropriate technician.
- 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
- Client's sense of priority
- Client's commitment level
- Availability of workaround
- The threat to data integrity or computer security
The following table will be used internally to prioritize issues and 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 30 minutes*, plan a solution within 2 hours, and resolve as quickly as possible.
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 client concern. First reply within 1 hour*, plan a solution within 4 hours, and resolve as quickly as possible.
Medium: a Normal issue that does not have significant current productivity impact. First reply within 4 hours*, plan a solution within 48 hours, and resolve as quickly as possible.
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. SLA times are not applicable.
NOTE: We do not include a resolution time guarantee because resolution times vary 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, or hardware might have to be ordered to perform the repair. However, we do guarantee that we will promptly look into the issue and that we will keep you updated throughout the resolution. It is recommended that a spare of any critical hardware is kept onsite to ensure organizational success by keeping downtime to a minimum.
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 to the next month's bill.
Example: If your monthly package bill is $3,000/month, you would receive 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.
**For Critical issues we highly recommend calling into our support line to speak to an agent immediately. 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. 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 vendor's failure to process the requests appropriately.