Standard Service Level Agreement (SLA)
Table of contents
- Agreement Overview
- Definitions
- Responsibilities
- Service Level Management
1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “ SLA Agreement”) between ExpoPlatform Ltd. (herein “ExpoPlatform”) and Customer (herein “Customer”) for the provisioning of services required to support and sustain the ExpoPlatform Event Networking Platform and Management System.
The SLA:
- Provides clear reference to service ownership, accountability, roles and/or responsibilities
- Present a clear, concise and measurable description of service provision to the customer
- Match perceptions of expected service provision with actual service support & delivery
This SLA remains valid until it expires or is superseded by a revised agreement mutually endorsed by ExpoPlatform and the Customer.
2. Definitions
Unless otherwise specified below, any terms defined in the Service Level Agreement shall have the meaning as defined in the Purchase Agreement for services performed by ExpoPlatform:
- TAS: Technical Assistance Service
- SLA: Service Level Agreement.
- Business Day (BD): working hours and working days, except official and bank holidays in the UK
- Service Availability Period: the hours and days when Customer may contact ExpoPlatform and be answered by ExpoPlatform’s support staff under the Service Level Agreement which the Customer has subscribed to.
- Response Time: The duration of time from ExpoPlatform’s receipt of Customer’s query to the first reply (email, or chat) made by ExpoPlatform support staff.
3. Responsibilities
There are obligations on both parties, for the effective delivery of the SLA, are summarised below. Whilst ExpoPlatform analyses the performance of its platform to ensure that there are no problems, and proactively tries to address any problems that may arise, the Customer has responsibility for formal notification of problems under the SLA.
1. Customer obligation for delivery of SLA. Customer responsibilities in support of this Agreement are:
1.1. Payment for all support and licensing costs at the agreed intervals
1.2. Clear notification of problem, when a problem is observed, with a clear explanation of the problem, and classification of the problem as according to Section 3 of the SLA using the structure outlined in section 3.4 along with all of the details noted in that section. Submission of the form will commence the Technical Assistance Service.
1.3. Availability of Customer representative(s) within 30 mins when resolving a service related incident or request.
2. ExpoPlatform’s obligations for delivery of SLA. The following services will be provided by ExpoPlatform as part of this SLA Agreement in order to address any Customer issues.
2.1. Monitored ticket issue submissions
2.2. Technical Assistance Service; in order to address customer identified problems
2.3. Platform hosting
2.4. Data backups and disaster recovery
2.5. Changes to any services impacted by any resolution/workaround during any problem will be communicated and documented to the customer prior to implementation
3. Service Assumptions. Assumptions related to in-scope services include appropriate notification to Customer for all scheduled maintenance.
4. Email Support. Please ensure the following structure when submitting an email support request:
a. Email subject: Please ensure the following subject line structure when submitting an email support request: (CLIENT NAME)(Question) or (CLIENT NAME)(Issue).
b. Email body:
i. Your name
ii. Detailed issue or question description:
1. Admin Panel URL – the URL link to your admin panel
2. Event Name – the name of the event that the ticket is for
3. Description – a detailed description of the problem or question. Forwarding an email chain of a conversation with a customer is not sufficient, as it is not always clear what the actual problem is and not all required information may be available in order for us to take action. Please note that we require sufficient information to reproduce the problem in order to action it. If this information is not made available to us we may be unable to help or delays may be experienced.
4. Browser/Device/Version – the browser that is being used (e.g. Chrome, Firefox, Safari, etc.) and the version. For mobile devices please include information about the device manufacturer, the operating system (i.e. iOS/Android) and version, and the version of the EP mobile application (if relevant).
5. Steps to reproduce – the steps that can be taken in order to reproduce the problem.
6. Screenshots/Videos – (whenever possible) – screenshots help establish what is going wrong and where and speed up resolution times
7. Account details (if available) – if the issue is related to a specific account (or accounts) we require the details (email, username, or id) of the account. For a visitor type of account this is the email address. For an exhibitor, it’s the username.
iii. Your contact details
4. Service Level Management
We are able to guarantee a monthly uptime (percentage of time that the platform is available in a given month) of 99.9% for the platform. The platform currently has monthly availability in excess of 99.95% across all clients.
We are also able to guarantee a response no later than the close of the next business day.
- Enterprise customers should submit any issues or questions to support@expoplatform.com
- EP Lite customers should submit any issues or questions to help@expoplatform.com.
Both mailboxes are always available however they are monitored Mon-Fri 7:00 – 16:00 GMT.
This Agreement is valid from the Effective Date outlined herein and expires on the day that service provision ceases. This Agreement is to be reviewed once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.