Service Level Agreement
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) for Consent Kit as a Service Provider to all its customers. This agreement is contingent upon each party knowing and fulfilling their responsibilities and generating an environment conducive to the achievement and maintenance of targeted service levels.
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
1.1 Service Scope and Support Hours
The following Services are covered by this Agreement:
- Email – via firstname.lastname@example.org
- In-app messenger service
Consent Kit is to provide support Monday through Friday 10:00am-16:00pm GMT/BST, excluding the holidays outlined in the Appendix for the applicable regions.
1.2 Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include: submitting a request through the available channels and providing a detailed description of the assistance requested.
To better aid Consent Kit in diagnosing and addressing a customer’s concern, a clearly written description of the problem(s) should include:
- Which specific functionality is being discussed / impacted
- The steps that occurred before and/or after issue occurred
- An estimated time frame in which the issue was observed
- Screenshots, screencasts and other descriptive support information is welcomed
Once the Client has provided Consent Kit with the requisite notification of the problem, Consent Kit shall promptly log the problem and provide the client with a issue ID. This issue ID will allow the client to refer back to the issue if needed.
1.3 Response and Resolution Times
Service targets are based on ticket priority, such as low, normal, high, and urgent, as well as the impact the issue has on the overall performance of the platform.
The escalation structure is as follows:
- First Line Support: Initial triaging and response to questions and customer feedback.
- Second Line Support: Escalation to team with administration panel access.
- Third Line Support: Escalation to development team.
|Severity||No hindrance to the Clients work. Workaround is available.||Interruption to the Clients work. Workaround likely available.||Interruption to critical process affecting individual users. No workaround available.||Interruption to critical business process affecting several users. No workaround available.|
|Urgency||Immediate resolution is not needed by customer||Immediate resolution is not needed by customer||Immediate resolution is needed by customer||Immediate resolution is needed by customer|
|80% First response time||Same business day||Same business day||Within 4 hours||Within 2 hours|
|80% resolution time||Within 2-4 weeks (2 sprints)||Within 1-2 weeks (1 sprint)||2-5 working days||24 hours|
1.4 Notification of System Availability and Updates
Service Availability and Maintenance
Our aim is to carry out maintenance on the servers as transparently to the user as possible. Standard maintenance occurs over the weekend during the early hours of morning (GMT). When maintenance will require interruption of service we will provide 1 weeks notice to all customers.
In the event of emergency maintenance, we will provide as much notice as possible, but cannot guarantee uninterrupted service.
Code is continuously tested and deployed on a daily basis.
The Consent Kit Service Holiday Calendar is as follows, whereby all service inquiries will be addressed on the first weekday following the holiday:
|New Year’s Day||New Year’s Day|
|Good Friday||President’s Day|
|Easter Monday||Memorial Day|
|Early May Bank Holiday||Independence Day|
|Spring Bank Holiday||Labor Day|
|Summer Bank Holiday||Thanksgiving Day|
|Christmas Day||Day after Thanksgiving Day|
|Boxing Day||Christmas Eve|
|Any other official UK Bank Holidays||Christmas Day|
|New Year’s Eve|