Service Level Agreement
1. Support Hours
Standard Technical Support is staffed to provide product support from 8:30 AM to 5:00 PM eastern time, Monday through Friday excluding standard US holidays (“Support Hours”). When support is required, please contact our Technical Support team to log a support request (“Support Request”).
2. Support Request Severity Levels
For each Support Request, please inform us as to the severity level you feel is most appropriate. If no severity status is specified, your Support Request will be assigned a Standard Status until more information is available.
Table 1. Support Request Severity Levels
|Critical||A problem has been detected which prevents the use of WebTrack, MessageFactory, or a Hosted Service. If you believe that the issue is Critical in nature, you MUST open an incident via phone call with your assigned Account Representative.|
|Major||A problem has been detected which does not prevent the use of WebTrack, MessageFactory, or a Hosted Service, but operations are severely impacted. If you believe that the issue is of a Major severity level, you MUST open an incident via phone call with your assigned Account Representative.|
|Standard||All other issues|
3. Response Times
Response time and problem resolution time refer to different aspects of the support process and are measured separately. Response time is the amount of time it takes a Technical Support Representative (“TSR”) to contact you after your initial request for support by voicemail, email, or any other approved communication channel. Problem resolution time refers to the amount of time between when we receive your initial request for support and when we resolve the problem to your satisfaction. Please refer to the following table for additional information regarding problem resolution expectations. Upon receipt of a Service Request, the following Response target times are those that Intelisent strives to achieve.
Table 2. Response Times
|Voice Message||1-2 hours||2-3 hours||4 hours*|
|1-2 hours*||2-3 hours*||4 hours*|
|1-2 hours*||2-3 hours*||4 hours*|
*If received outside of Support Hours we will contact you at the beginning of the next business day.
4. Problem Resolution
Technical Support strives to resolve each Support Request within 8 business hours. The details of all contact are recorded and made available to all engineers working on each incident. This information may be made available to you upon request.
While the intent is to resolve each Support Request as quickly as possible, we cannot estimate an exact resolution time for each Support Request, but we will keep you apprised of progress and will regularly update you on our estimated resolution times. Resolution times will be subject to problem complexity, the speed with which requested information is delivered to our Support Team, and the the overall number of calls being received by our Support Team at that particular time.
The following table describes our required actions based on Severity:
Table 3. Support Team Actions
|Severity||Support Team Actions|
|Critical||Immediate and continued support until the problem is resolved with a corrective action or a workaround|
|Major||Intelisent will begin working on a resolution immediately (per Response Times table), and will continue to work on a resolution throughout normal Support Hours as long as reasonable progress is made.|
|Standard||Intelisent will begin working on a resolution immediately (per Response Times table) and will work on the resolution as long as reasonable progress is made.|
5. Service Availability
WebTrack and MessageFactory are high availability (HA) platforms and operate with a 99.5% Service Availability goal. This document provides details around this goal and how the availability time is measured and calculated. Exhibit 1 (below) provides an illustration outlining each of the system functional areas that are measured.
Exhibit 1 – WebTrack High Availability (HA) architecture. This is an illustration of the technology layers and applied HA components.
“Service Availability” is defined as an external entity (user or system) successfully connecting to the WebTrack platform.
“Service Measurement” is defined as the ratio of tested events that successfully reached Service Availability.
Service Measurement Method
Service Measurement is managed by an external monitoring service.
Service Measurement Calculation
Service Measurement performance is calculated using:
[1 – (total unplanned downtime hours / (total hours – planned downtime hour)]
Service Measurement Frequency
Service Availability is calculated monthly after the conclusion of each calendar month.
Examples of Monthly Service availability calculation:
End-User Scenario: 31-day month, 1 hour of unplanned downtime, 4 hours of scheduled downtime
Formula: 1 – (Total unplanned downtime hours / (Total Hours – planned downtime hours))
Note: Total hours = days in calendar month * 24
= 1 – (1 hr. of unplanned downtime / ((31 days *24 hrs. per day) – 4 planned downtime))
= 1 – (1 / (744 – 4)
= 1 – (1 / 740)
= 1 – .0014
= 99.86% Available