Service Level Agreement
Updated on: March 15, 2024
Availability System
Performance Percentage
99.9% System Availability
Measurement
A = % Availability
B = Scheduled Uptime (hours per day * days per month)
C = Downtime defined as unscheduled downtime and emergency maintenance.
A = (B – C) * 100
(B)
Measurement Window
Calendar Monthly
Reporting Window
Calendar Monthly
Incident Management
Severity Ratings
Classification
Description
Critical
Critical production issue affecting all users, including:
- System unavailability
- Breach of security or the confidential
- Information provisions of the agreement
- No access for users on the web application
- No access for users on the mobile application
- No content can be uploaded/deployed system-wide
There is no workaround
Examples:- Users cannot log into the web application
- Users cannot log into the mobile application
- System unavailability
- Breach of security or the confidential information provisions of the agreement
- Unable to deploy learning sets/action packs system-wide
High
Significant performance degradation or is persistent and affecting many users with no acceptable alternative or workaround. Customers can use the platform but one or more functions on the application are inoperable.
This includes but is not limited to events such as:
- Multiple users cannot perform essential functions on the platform, i.e., cannot upload users or resources, cannot deploy training, cannot view training or resources
- Inability to submit records or modify any existing records within the platform, i.e., creating or editing ActionPacks, Learning Sets, collections
- Scheduled events or services not executing, i.e., scheduled reports, scheduled deployments, events, VILTs
- There is an issue that causes a system error preventing a core function from being processed or completed
- Data loss issues
- Requests that are time sensitive, i.e., regulatory compliance requirements, upcoming launches
Medium
Any issue that only affects an area of function of the application such as:
- A subset of reports not running, i.e., inability to use filters on a report
- A subset of e-mails not generated or sent, i.e., notification emails for deployments
- Failure of a subset of scheduled events or services
- Short-term workaround is available but not scalable
Low
Any issue that does not significantly impede work or progress. This includes:
- Minor system errors that do not have any significant impact on the core usage of the system
- Issues that are not critical to the day-to-day operations of any single user
- Minor glitches, i.e., browser issues when logging out of a domain
- Platform navigation how-to questions or general inquiries, i.e., how to reset password, how to complete a quiz, how to download, share, print resources
- Also a placeholder for new enhancements
- The following items are “Exclusions from Service Level Failure”: (i) Actions of Customer or others authorized by Customer to use the Services; (ii) Customer’s application, software, or operating system failure, (iii) the result of planned network maintenance activity, (iv) denial of service attack, hacker activity, or other malicious event or code targeted against ACTO or a ACTO customer, (vi) failure of any network or internet infrastructure not owned or managed by ACTO, provided that ACTO shall be responsible to any hosted cloud service for which they contract or subcontract; and (vii) failure of an unsupported browser to display the ACTO Platform.
- Support Contact: When a problem occurs that negatively impacts the functionality or performance of the ACTO Platform, Customer will contact Company by email at [email protected] or via telephone at +1.844.277.2286 during the agreed to support hours as set out in section below, to open a ticket. ACTO will assign a single point of contact (Contact Manager) to Customer to facilitate communication between the Parties.
ACTO will respond to a ticket submitted by the Customer within following hours of service:- Support Hours: 8:30am and 5:30pm Monday to Friday (excluding National Public holidays of Canada)
- Any issues raised after 5:30 PM Eastern Standard Time will be counted as the next days’ issue.
- Response & Resolution Times: Upon receipt of a ticket, ACTO will provide the following response and resolution times. The problem will be assigned a priority based on the description of the problem as noted in the following table. ACTO shall provide a temporary solution or permanent solution for the problem or anomaly in accordance with the timeframes are dependent on the priority assigned and are detailed in the following table:
Defect Resolution Mechanism
Defect Resolution Mechanism
Classification
Response Time
Resource Commitment & Escalation
Status Reporting
Critical
30 minutes
Continuously, 24/7 until the issue is resolved
Every hour
High
1 hour
Continuously but not necessarily 24/7
When there’s an ETA on when the issue will be resolved
Medium
4 hours
As appropriate during normal business hours
Updates will be provided via the ticket when the issue is resolved
Low
8 hours
Varies
Updates will be provided via the ticket when the issue is resolved
Definitions:
- “Data Loss” – means permanent and irretrievable loss of data directly arising as a result of ACTO’s breach of its obligations under the governing Master Service Agreement. It is clarified that lack of recordings, compression of data, etc. shall not constitute to be Data Loss.
- “Response” – ACTO shall respond to a reported Defect within the time period set out in the table above (calculated from the Call Logging Time) (“Time to Respond”).
- “Resolved” – ACTO shall apply a fix to solve the Defect (to ensure that the System is performing in accordance with the Specifications) and prevent recurrence of a particular problem, within the time set out in the table above (calculated from the Call Logging Time until Call Closure) (“Time to Resolve”).
- “Status Reporting” – ACTO will report to the user or its representative the status of incident resolution according to the table above (calculated from the Call Logging Time).
- “Call Logging Time” – the time the call is logged by Authorized User with ACTO’s helpdesk.
- “Call Closure” – the time ACTO’s helpdesk informs the customer that a Defect has been solved and closed.
- “Hour” – refers to clock hour.