Service Level Agreement
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) for ProdPad as a Service Provider to all its users. This agreement is contingent upon each party knowing and fulfilling their responsibilities and generating an environment conducive to the achievement and maintenance of targeted service levels.
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
1.1 Service Scope and Support Hours
The following Services are covered by this Agreement:
- Email – via firstname.lastname@example.org
- Help desk – via help.prodpad.com
- In-app messenger service
ProdPad is to provide support Monday through Friday 08:30am-22:00pm GMT/BST, excluding the holidays outlined in the Appendix for the applicable regions.
For clients on the Start up package, limited support hours will be provided between the hours of 08:30am – 17:00pm GMT/BST, unless a critical issue is of concern.
1.2 Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include submitting a request through the available channels and providing a detailed description of the assistance requested. To better aid ProdPad in diagnosing and addressing a customer’s concern, a clearly written description of the problem(s) should include which specific functionality is being discussed / impacted, the steps that occurred before and/or after issue occurred, and an estimated time frame in which the issue was observed. Screenshots and other descriptive support information is welcomed.
Once the Client has provided ProdPad with the requisite notification of the problem, ProdPad shall promptly log the problem and provide the client with a Ticket ID. This Ticket ID will allow the client to refer back to the issue if needed through the online portal at help.prodpad.com.
1.3 Response and Resolution Times
Service targets are based on ticket priority, such as low, normal, high, and urgent, as well as the impact the issue has on the overall performance of the platform.
The escalation structure is as follows:
- First Line Support: Initial triaging and response to questions and customer feedback.
- Second Line Support: Escalation to team with administration panel access.
- Third Line Support: Escalation to development team.
|Severity||No hindrance to the Client’s work; workaround is available.||Interruption to the Client’s work; workaround likely available.||Interruption to critical processes affecting individual users; no work around available.||Interruption to critical business processes affecting several users; no workaround available.|
|Urgency||Immediate resolution is not needed by the customer.||Immediate resolution is not needed by the customer.||Immediate resolution is needed by the customer.||Immediate resolution is needed by the customer.|
|80% First Response Time||Same business day||Same business day||Within 2 hours||Within 1 hour|
|80% Resolution Time||Within 2-4 weeks (2 sprint cycles)||1-2 weeks (a sprint cycles)||2-5 working days||24 hours (immediate hotfix)|
1.4 Notification of System Availability and Updates
All changes, updates, and fixes will be notified to the client via the Application as well as the Support Help Center at help.prodpad.com
Service Availability and Maintenance
Log monitoring is done using Papertrail with server monitoring done by New Relic. We use Pingdom to monitor availability and responsiveness of the site (available here) Our aim is to carry out maintenance on the servers as transparently to the user as possible. Standard maintenance occurs over the weekend during the early hours of morning (GMT). When maintenance will require interruption of service we will provide 1 weeks notice to all customers.
In the event of emergency maintenance, we will provide as much notice as possible, but cannot guarantee uninterrupted service.
Code is continuously tested and deployed on a daily basis.
The ProdPad Service Holiday Calendar is as follows, whereby all service inquiries will be addressed on the first weekday following the holiday:
- New Year’s Day
- Good Friday
- Easter Monday
- Early May Bank Holiday
- Spring Bank Holiday
- Summer Bank Holiday
- Christmas Day
- Boxing Day
- Any other official UK Bank Holidays
- New Year’s Day
- President’s Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Day after Thanksgiving Day
- Christmas Eve
- Christmas Day
- New Year’s Eve