Service Level Agreement
The agreement covers the provision and support of the Client Feedback Tool service, which provides the software and access to the infrastructure and other services in the service. This service will be provided to the Customer.
This agreement remains as valid until revised, and will be reviewed annually, with further reviews in the case of a breach of this agreement. There is a section for mutually endorsed minor changes at the end of this document.
The CLIENT FEEDBACK TOOL SERVICE consists of the hardware, software, and supporting infrastructure for end-user access to www.designfacilitator.com/v20, and related functionality provided therein.
Service Support Hours
Customers can expect support for the service to be available during all regular business hours. All times listed are for Eastern Time (USA). Support may frequently be available during extended hours.
Regular hours: Monday - Friday, 9:00 A.M. to 5:00 P.M.
Extended hours: Monday - Friday 8:00 A.M. to 7:00 P.M
Support cannot be expected on weekends or on all holidays that the bank observes.
Additionally, the hours of 1:00 A.M. to 8:00 A.M. on Sundays are reserved for system maintenance, and prior notification will occur if the service will be out during those times. Typical system maintenance completed during this window requires less than 30 minutes of system impact.
If these detailed service times are found to be unacceptable, the Customer may request an SLA review for re-evaluation.
The point of contact for users will be through email or phone.
Outside of normal operating hours, the E-mail address may be monitored.
If all Service Desk agents are unavailable, an effort to return all messages (with a telephone call or e-mail) within 4 hours will be made. More than 99 percent of all Service Desk contacts will be handled within 4 hours of message receipt.
Incident resolution will happen 95 percent of the time in fewer than 1 business day for nominal incidents, and 2 business days for complete outages of the service.
Internet access is required for access to The Service. The Service shall provide availability of 99.5 percent uptime, not counting planned maintenance times.
The 99.5 percent availability metric will be measured by a rolling 6-month period.
The service is guaranteed not to break more than four times per year. A break is defined as the loss of access to a vital business function.
Designed for high performance, the Service should not keep the user waiting for response to an input for more than two minutes out of any five-minute window. Any failures must be reported to the Support Team for incident resolution.
Change Management Procedures
Updates to the service will be released typically every 2-6 weeks. Any changes made will be noted on the Service login page and/or at blog.designfacilitator.com.
IT Service Continuity
The Service is provided within a Datacenter solution by a third party offering 100% infrastructure uptime SLA to The Service.
Strong passwords should be used to access The Service, including logon. Strong passwords are defined as having more than eight characters, not matching standard “dictionary” definitions, and having at least three of the following five characteristics:
- One or more capital letters
- Two or more numbers
- One or more punctuation marks
- One or more symbols
- Fewer than three of the same characters consecutively
Service rebates pro-rated for the subscription term will be provided for outages beyond the agreed levels upon request. Rebates must be requested in writing to the Support Team within 15 days of service outage.
Reviews of the service will be conducted by Service Level Management on an as-needed basis.