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Idelic Service-Level Agreement (SLA)

Idelic will provide any new iterations of the Safety Suite software to the client as they become commercially available.

Support for the Licensed Software will be on Business Days between the hours of 8:30 a.m. and 5:30 p.m. Eastern Standard Time.  Support is available for the Licensed Software only in accordance with the standard support service practices of Idelic as they may exist from time to time.  

Idelic has historically achieved 99.9% uptime, any downtime is considered a P1 issue and resolved within 2 hours.

Idelic will provide updates and bug fixes for the Licensed Software from time to time during scheduled maintenance periods and during other maintenance periods designated by Idelic.  Idelic will use commercially reasonable efforts to notify Client in advance of unscheduled maintenance periods.  Client acknowledges and understands that advance notice may not be possible in the event of the need for emergency maintenance.  

Idelic retains the right to change the availability of support and all other conditions applicable to support at any time in its sole and absolute discretion.  

Idelic shall not be responsible under this Agreement for: (i) any third party software or services used with the Licensed Software; (ii) modification or improvements by the Client to any application protocol interfaces to the Licensed Software; or (iii) the correction of program errors resulting from modification of the Licensed Software at the request of Client or Client’s failure to use the Licensed Software in accordance with its Documentation.

Escalation Process for software issues not resulting from hardware malfunction, customer changes to environment or software, or general operation outside the vendor’s suggested guidelines:

 

Priority 1

(Critical Urgency)

Full Production outage, loss of functionality or serious performance degradation 
Impact:Business has lost major functionality and use of software
Vendor Action

Critical issues are worked on continuously until functionality is restored.

 

A dedicated team consisting of software support staff, QA engineers, and/or developers as required, work to identify the source of the problem, and if necessary create a workaround or other resolution in order to restore mission-critical operations in the shortest time possible. At that point the severity level is downgraded.

Services Restoration:2 hours
Respond to Customer Within 30 minutes from the time a problem is reported  to Vendor

 

Priority  2

(High Urgency)

Impaired functionality, loss of redundancy, less serious performance degradation
Impact:Operations can continue in a restricted fashion.
Vendor ActionCustomer Support Rep will engage during normal office hours with vendor software support staff, QA engineers and/or developers as appropriate to identify the source of the problem, and if necessary create a workaround or other resolution in order to restore normal business operations as soon as possible.
Services Restoration:48 Hours
Respond to CustomerWithin 60 minutes from the time Customer reports a problem to Vendor

 

Priority 3

(Moderate Urgency)

Partial, non-critical loss of functionality or general product usage questions.
Impact:No business productivity or internal SLA impact. Cosmetic.
Vendor ActionVendor will provide an acceptable workaround and log the ticket to be addressed in the first available development cycle which could be as short as 1 week or as long as 6 weeks.
Respond to CustomerWithin 24 hours from the time Customer reports a problem to Vendor
Target Fix Timeline:Within 4 weeks from the time Customer reports a problem to Vendor

 

Priority 4

(Low Urgency)

Partial, non-critical loss of functionality or general product usage questions.
Impact:Cosmetic issues or general questions. No business productivity or internal SLA impact. 
Vendor ActionVendor will provide an acceptable workaround and or answer the question as posed.
Respond to CustomerWithin 24 hours from the time Customer reports a problem to Vendor
Target Fix Timeline:Within 2 days from the time Customer reports a problem to Vendor

 

**These SLAs are tracked and can be reported for customers on-demand.

*** These SLAs are subject to change as part of continuous improvement.