SERVICE LEVEL AGREEMENT (SLA)
Purpose
The purpose of this SLA is to formalize the agreement between SVS Global IT and the CLIENT to deliver specified services for the PROJECT. This document outlines the scope, responsibilities, and standards for providing support and maintenance.
Background
The PROJECT is a fully hosted solution, with SVS Global IT responsible for installation, configuration, and ongoing support. The CLIENT hosts the database independently while accessing the PROJECT remotely over the internet. Security, logging, and database management remain under the CLIENT’s control.
Scope of Agreement
This SLA guarantees CLIENT access to the PROJECT database and defines the following services:
- Software Maintenance & Support - Bug fixes, root-cause analysis, and operational support.
- Website Maintenance & Support - Content updates, page revisions, image updates, and search engine promotion.
- Application Environment Support - Guidance on browser and system requirements.
- System Enhancement Requests - Logging requests for future releases.
- Automatic Services - Daily backups, offsite storage, and monitoring of application availability.
Services outside this SLA (e.g., training, new development, unsupported hardware/software, data conversion) can be provided via separate statements of work.
Disaster Recovery
SVS Global IT hosts servers across multiple data centers. In case of a disaster affecting the primary server for more than 24 hours, SVS Global IT will restore the CLIENT’s database on an alternate server within 24 hours using the latest offsite backup.
Requests for Support
Support requests may be submitted via phone or email. Services include:
- Corrective Maintenance - Root-cause analysis and bug resolution.
- Assistance with Application Usage - Guidance on using the PROJECT.
- Application Environment - Advice on configurations and system requirements.
- Enhancement Logging - Recording ideas and requests for consideration in future releases.
Severity Levels
| Severity Level |
Description |
Response Time |
Resolution Time |
| Critical |
Major business/financial impact, system unusable |
1 hour |
24 hours |
| High |
Significant business impact, large user group affected |
4 hours |
5 business days |
| Medium |
Minor business impact, small user group affected |
8 hours / next business day |
30 business days |
| Low |
Minimal business impact, isolated users affected |
8 hours / next business day |
90 calendar days |
Severity is assessed jointly by CLIENT and SVS Global IT, with escalation possible as needed.
Roles and Responsibilities
CLIENT Responsibilities:
- Conduct business courteously with SVS Global IT.
- Use proper help desk channels to submit support requests.
- Provide required information for requests and assign severity codes.
- Collaborate with SVS Global IT resources during resolution.
SVS Global IT Responsibilities:
- Professionally conduct support.
- Log all necessary information for requests.
- Attempt to resolve issues on the first call and escalate if required.
- Obtain CLIENT approval before closing support tickets.
Support Roles:
- Technical Support Manager - Oversees support activities, ensures SLA compliance, manages escalations, and coordinates resources.
- Technical Support Assistants - Handle day-to-day support, bug resolution, testing, and documentation.
- Backup Support Specialist/Developer - Guides on complex issues, code fixes, testing, and knowledge transfer.
Term of Agreement
This SLA remains effective from the date of acceptance and continues until terminated in writing by either party.