Service Level Agreement
Introduction
This Document outlines the basics terms of service for EasyServerManagement Inc Full Service Package. With this complete administration package we free you up to do what you do best…run your business. Leave the hassles of server administration to us.
Executive Summary - Key Components
Response Time to Critical Support Requests:
Critical Support Requests are handled as quickly as possible, with response times ranging from 15 minutes to 3 hours.
Response time to non-critical support Requests:
Non-critical support requests are handled on a case-by-case basis, with a response time from within 1 hour to within 2 business days.
Contract term:
Contract is month to month and will renew automatically, unless termination of service notice is received at least 10 days prior to end of month.
Definitions and Disclaimers
Appropriate Access Rights
EasyServerManagement Inc requires administrative (super user, root, administrator) access to the servers in order to provide server administration, data migration, software installation, and managed security.
EasyServerManagement Inc must also be authorized to contact the data center personnel responsible for hardware maintenance and technical support.
Without the appropriate access rights - administrative access and authority to contact the appropriate data center personnel - EasyServerManagement Inc cannot provide the highest quality services.
Availability of Access
EasyServerManagement Inc is not responsibility for the current status of Internet latency or reliability with regards to having access to the servers being managed.
If a geographic condition exists - denial of service attack, virus, high data traffic - whereby the staff of EasyServerManagement Inc cannot access the servers, services can not be rendered and EasyServerManagement Inc cannot be held responsible for action or inaction related to the contracted services.
Applications
EasyServerManagement Inc can only be held accountable for the basic services on your server and other applications that we are notified of and agree to manage. For example, if you were to add a new service to your server, and not make arrangements with EasyServerManagement Inc, we could not be responsible for that services monitoring, upgrades, or uptime.
Applications must be in working order at the time EasyServerManagement Inc is contracted in order for those applications to be either managed or otherwise count towards SLA downtime of applications due to actions or in-actions taken by EasyServerManagement Inc staff.
See System Downtime.
Compensation Availability
Compensation is only available to clients with current contracts and no outstanding, non-disputed, bills.
Compensation Application
Compensation will be applied based on the current month's invoice.
Compensation for items covered by the service level agreement will be applied to the grand total of the monthly invoice.
This means any discounts or refunds for service level agreement items will be applied after any other discounts, credits, or refunds are applied.
Discounts for service level agreement items are cumulative unless otherwise noted.
Item Compensation:
Failure to respond to critical issue when within 3 hours.
25% of the monthly bill for each 3 hours past due Not to exceed 1 Months service value.
Failure to respond to customer service request (non-critical) within 6 hours.
5% of the monthly bill for each business day past due Not to exceed 1 Months service value.
System downtime caused by EasyServerManagement Inc:
10% of the monthly bill for each block of 60 contiguous minutes of down time not to exceed 1 Months service value.
Compensation Limits:
EasyServerManagement Inc will not compensate more than fees paid or invoices generated.
This means EasyServerManagement Inc can provide no more than 100% credit.
Compensation Requests - Applying the Service Level Agreement
The application of the service level agreement is based on written notification via email, mail, or fax.
Response Time vs. Resolution Time:
It is critical to understand that response time and resolution time are separate and distinct the majority of the time.
Response time is the time it takes to return contact to you and start working on the resolution.
Resolution time is the date and time a given problem is resolved or question answered.
Because of the potential for 3 rd parties and unknown situations, EasyServerManagement Inc cannot provide a guaranteed resolution time when dealing with critical events or down systems.
Service Level Agreement Document:
EasyServerManagement Inc will only honor the most current Service Level Agreement Document. If you are not sure you have the most current document please contact EasyServerManagement Inc using the contact information at the end of this document.
Customers will receive at least 30-day notification of changes to the service level agreement document.
System Down Time:
A Net-based system is composed of hardware, software, and connectivity.
EasyServerManagement Inc is responsible only for the software-level (operating system and application software) operation of servers it is contracted to manage.
EasyServerManagement Inc must be notified of all applications that are required to function in order for the system to be declared "in working order."
EasyServerManagement Inc cannot be held accountable for system down time caused by 3 rd parties including the client.
EasyServerManagement Inc cannot be held accountable for system down time caused by hardware failures or connectivity issues.
System downtime caused by EasyServerManagement Inc:
Although this should never happen, EasyServerManagement Inc will take responsibility for any downtime caused directly or indirectly by the actions or in-actions of EasyServerManagement Inc staff. EasyServerManagement Inc will further take all reasonable actions to assist the customer in restoring their server to a online state, if such a situation were to occur.
Statement of indemnity:
By submission of payment and data, client shall release, indemnify, and hold harmless EasyServerManagement Inc, its agents and employees from and against any and all claims, lawsuits, damages or liability of any kind which might arise from work performed by EasyServerManagement Inc under the terms of this SLA.
Statement of Work
Billing Policies and Procedures
All bills will be due on the 1st of each month.
Billing questions or problems should be reported to our accounting department by emailing billing@easyservermanagement.
Contract Term
Contract is month to month and will renew automatically, unless termination of service notice is received at least 10 days prior to end of month.
Termination of service notices must be sent in writing via email or postal mail or fax, 10 days prior to anniversary date.
Contact Information:
Mailing Address
EasyServerManagement Inc
227 Bellevue Way NE
Suite PMB 274
Bellevue, WA 98004
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