Service level agreement
Outlined below is the specific level of service to be delivered by Nextail and available to customers.
Incident categorization
Issues are categorized based on their impact on business operations and their urgency:
- Critical (P1): Production servers or other mission critical systems are down and no workaround is immediately available. System unavailable for all users in the process of scenario launch. All or a substantial portion of mission critical data is at a significant risk of loss or corruption.
- Severe (P2): Major functionality is severely impaired. A bug has been detected that prevents the correct functioning of the system and a temporary workaround is available. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected.
- Minor (P3): Partial, non-critical loss of functionality of the Solution. Impaired operations of some components, but allows the user to continue using the solution.
Definitions:
- Response Time: The time within Nextail acknowledges receipt of the incident report.
- Resolution Time: The time within which the issue is fully resolved and normal service is restored.
System Availability
- Standard Uptime: 99% monthly availability
- Measurement: Calculated monthly, excluding scheduled maintenance
- Scheduled Maintenance: Performed during off-peak hours with advance notice
Priority matrix and response and resolution times:
|
Issue Type |
Description |
Response Time |
Resolution Target |
Target service level |
|
Critical |
System unavailable for all users |
4 hours |
8 hours |
95% |
|
Severe |
Major functionality impaired |
8 hours |
1 week |
90% |
|
Minor |
Partial, non-critical functionality issues |
24 hours |
1 month |
50% |
Response Times and Resolution Times (all as defined above) shall be calculated and measured from Nextail’s initial receipt (or deemed receipt) of the Error Report during Support Hours. If there are multiple Error Reports in respect of the same Error, such time periods shall be calculated from the first Error Report.
Support Hours
- Monday-Friday, 9:00-17:00 CET (excluding Spanish holidays)
Exceptions for eligibility of SLA violation claim
Nextail does not hold any responsibility for the lack of responsiveness or functioning of the system in the case of occurrence of the following:
- Device related issues on Customer side
- Network related issues on Customer side, including insufficient internet speed
- Circumstances beyond Nextail’s control including any political, economic or natural force majeure, disruptions in telecommunication services, any virus or hacker attacks or other like disturbances.
- Third party operational performance that directly affects Nextail’s systems.
