SLA - Service Level Agreement

The Zambion Service Level Agreement (SLA) is an agreement relating to the use of Zambion Cloud Service, and is entered into between Zambion and our customer (You). This agreement is designed to give our customers a level of confidence around the reliability of our platform, and our commitment to delivering a high quality service. This SLA agreement is to be read in conjunction with the Zambion Terms and Conditions set out in your Zambion Service Agreement. Zambion has two types of SLAs Standard and Gold. These are explained below.

Last Updated: 13th April 2016

Service Level Agreement


Zambion will use reasonable endeavours to ensure that our Cloud Platform provides Service Availability of at least 99.95% measured over a calendar month, subject to the terms and conditions set out in this Annexure.

DEFINITION OF SERVICE AVAILABILITY

"Service Availability" describes the availability of:

  • A cloud instance (where the instance is up and available to the internet)
  • The hosting environment (being the servers, storage, routers, switches and internet connectivity) under our exclusive control.
  • Service Availability is measured as a percentage of time that the Zambion Cloud Platform is operational and contactable from the internet, calculated over a calendar month, excluding any Scheduled Outages.

SERVICE LEVEL INCLUSIONS AND EXCLUSIONS

The Service Level applies only to a released product.

  • Any scheduled outages, being any outage windows scheduled by us when maintenance is required to be performed on the Zambion Cloud Platform (Scheduled Outages);
  • Any Beta product (being any product released to the market for testing and feedback);
  • Any outages or downtime initiated or caused by your acts or omissions, any software of configuration issues relating to your software, hardware or services.
  • We have no obligation to meet the Service Level if any undisputed invoice is overdue for payment or if your account is suspended for any reason in accordance with this Agreement.

OUTAGES

We will use reasonable endeavours to notify you of any Scheduled Outages at least 5 Business Days prior to the date on which the Schedule Outage is proposed to occur.

SERVICE CREDITS

If we fail to meet any Service Level (Service Level Failure), your sole and exclusive remedy is to claim a Service Credit equal to 10% of the monthly fees paid or payable for the Services (excluding GST) in the calendar month in which the Service Level Failure occurred, subject to the terms and conditions set out in this Annexure.

To claim a Service Credit, you can email the Zambion Service Team within 60 days of the Service Level Failure and provide the following details:

  • Details of the date(s) and time(s) of the Service Level Failure; and
  • Details of the outage you experienced (Service Credit Claim).

Zambion has two types of Service Level Agreements - Standard and Gold. Our Standard Service Level Agreement is the default service level provided and forms part of our standard Terms and Conditions. For customers seeking a premium service, our Gold Service Level Agreement is available for an additional cost.

ESCALATION PROCEDURES / ISSUE RESOLUTION

  • There is no charge for customer incident resolutions (i.e. unlimited)
  • Incidents can be emailed at any time to the Zambion Service Team
  • Incidents can be telephoned to the Zambion™ Help desk during the hours of 9am – 5pm Monday to Friday NZT or AEST

Outside of these hours, we suggest you initially call the help desk and leave a message then immediately follow up with an email as Zambion staff sometimes monitor their emails over the weekends and up to 8pm week days. Additionally, if the incident is of a critical nature certain support team members can be reached directly on their mobile phones.

Zambion™ Issue Resolution service provides a secure, confidential escalation process that complements primary email / phone-based support. Zambion uses 5 severity levels. These are as follows:

LEVEL 1

Business Critical

Zambion servers or cluster is down causing wide-scale business outage or significant impact to current or future business
Targeted Response Time (human)

GOLD
Immediately

STANDARD
Immediately

Max Initial Response (human)

GOLD
30 Minutes

STANDARD
Hour

LEVEL 2

Critical

High-impact problem where business is proceeding but is significantly impaired
Targeted Response Time (human)

GOLD
Immediately

STANDARD
Immediately

Max Initial Response (human)

GOLD
30 Minutes

STANDARD
2 Hours

LEVEL 3

Urgent

Time-sensitive issue important to long-term productivity that is not causing an immediate work stoppage; or there is a customer concern
Targeted Response Time (human)

GOLD
Immediate to 1 Hours

STANDARD
Immediate to 4 Hours

Max Initial Response (human)

GOLD
1 Hour

STANDARD
4 Hours

LEVEL 4

Important

Important issues that does not have significant current business impact
Targeted Response Time (human)

GOLD
Immediate to 3 hours

STANDARD
Immediate to 3 hours

Max Initial Response (human)

GOLD
2 hours

STANDARD
3 Days

LEVEL 5

Informational

Informational request. This level is typically used for questions, comments and enhancement requests
Targeted Response Time (human)

GOLD
Immediate to 4 hours

STANDARD
Immediate to 7 days

Max Initial Response (human)

GOLD
4 hours

STANDARD
7 Days

*Gold level customer's telephone calls (via callerID) and emails will be automatically routed to the Gold Service Team
*Zambion™ will determine the severity level of the ticket and will notify the sender of the assigned level in the first email response
*Severity level times start from when the call or the email is received by Zambion
*Severity level response times are only applicable inside business working hours

 

SERVICE SERVERITY LEVEL EXAMPLES

Below are a few examples of the types of service requests and the severity level we would assign. Please note that these are generic examples to act as a guideline. Severity levels will be assigned based on the email and the situation at the time.

  • Level 1 - A number of users cannot access the Zambion Servers/Cluster
  • Level 2 - A key function might be running slow or certain key staff cannot access Zambion
  • Level 3 - A issue with the award interpretation where the customer requires an immediate change
  • Level 4 - A user's Zambion access needs to be added or modify, or a staff member might not to be able access from their home computer or mobile phone and Zambion has been ask to assist / advised
  • Level 5 - A new feature or report has been requested