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Support And Service Level Agreement (SLA)

1. Purpose. This Support and Service Level Agreement (SLA) sets for the target level of support provided by Enterprise Signal, Inc., d/b/a KloudGin (“KloudGin”) in conjunction with KloudGin’s Software-as- a- Service offerings purchased by Client (the “Purchased Services”).

2. Hours of operation/exclusive remedy for service unavailability.KloudGin operates the services 24x7x365 with a monthly uptime target of 99.5%, excluding any Scheduled Downtime or Third Party Unavailability.

“Third Party Unavailability” shall mean (i) any loss of the availability of Services outside of the control of KloudGin, including but not limited to any loss of service to a User due to a force majeure event (as defined in Koudgin’s Terms of Service) or the performance of that User’s Internet browser, Internet Connection, or any other Internet-related performance issue, (ii) any technical issue originating at Client or at a Client vendor other than KloudGin and not caused in any way by KloudGin, or (iii) any downtime due to failures in Client provided software or Client back-end data sources which cause the hosted software functionality being rendered unavailable or operating with degraded performance.

“Scheduled Downtime” shall mean: (a) the period of time which KloudGin and its third party hosted data center conduct periodic scheduled system maintenance during the planned published windows of time; and (b) other scheduled maintenance for which KloudGin provides advance notice, which will be at least 48 hours’ notice unless repair of a Severity 1 or Severity 2 Issue (see below) requires scheduling downtime less than 48 hours in advance. KloudGin will take commercially reasonable measures to ensure that Scheduled Downtime is conducted during the specific maintenance windows noted above.

3. KloudGin Incident Severity Classifications. The following table defines the standard severity classifications that are used for incidents. KloudGin shall use commercially reasonable efforts to respond within the Target Response Time and the Target Resolution Time identified for each level below. The Target Response Time shall mean the time that KloudGin will log the issue in the incident reporting system and deliver the incident number to the reporter. The Target Resolution Time shall mean the time within which the support/development issue will have been resolved and the reporter notified the ticket is closed, starting from when the problem is logged into the system.

 

A. Standard Service Level Agreement (Sla)

▪ Email & phone support via Online case submission from 8am to 5pm EST during the work week, excluding KloudGin observed holidays.

▪ Critical P1 Issues initial response in 8 hrs.

SEVERITYDESCRIPTIONTARGET RESPONSE TIMETARGET RESOLUTION TIME
1Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.8 HoursWill work 24×7 until the issue is resolved
2Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. 3 Business Days3-5 Business Days
3One function or feature is not fully operable. The problem affects non-essential functions, has minimal impact to business operations, or a workaround is available; the problem is localized or has isolated impact.10 Business Days20 Business Days
4Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available.Based on Resource QueueNext Release Update

B. For Client’s That Purchased Premium Service Level Agreement (Sla)

▪ Enhanced 24×7 Email & toll-free phone support and Online support

▪ Managed Administration tasks and configuration services. KloudGin team admins takes admin & functional configuration tasks off your plate.

▪ Dedicated KloudGin Success Manager

▪ Access to support and usage metrics

▪Weekly touch point meetings

▪ Dedicated KloudGin Premium Expert Hours

▪ Guaranteed SLAs

SEVERITYDESCRIPTIONTARGET RESPONSE TIMETARGET RESOLUTION TIME
1Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.2 HoursWill work 24×7 until the issue is resolved
2Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available.1 Business Day3-5 Business Days
3One function or feature is not fully operable. The problem affects non-essential functions, has minimal impact to business operations, or a workaround is available; the problem is localized or has isolated impact.5 Business Days20 Business Days
4Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available.Based on Resource QueueNext Release Update
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