The Zambion Service Level Agreement (SLA) is an agreement relating to the use of Zambion Cloud Service, and is entered into between Zambion and our customer (You). This agreement is designed to give our customers a level of confidence around the reliability of our platform, and our commitment to delivering a high quality service. This SLA agreement is to be read in conjunction with the Zambion Terms and Conditions set out in your Zambion Service Agreement. This is explained below.
Last Updated: 26th June 2018
Zambion will use reasonable endeavours to ensure that our Cloud Platform provides Service Availability of at least 99.95% measured over a calendar month, subject to the terms and conditions set out in this Annexure.
DEFINITION OF SERVICE AVAILABILITY
"Service Availability" describes the availability of:
SERVICE LEVEL INCLUSIONS AND EXCLUSIONS
The Service Level applies only to a released product.
OUTAGES
We will use reasonable endeavours to notify you of any Scheduled Outages at least 5 Business Days prior to the date on which the Schedule Outage is proposed to occur.
SERVICE CREDITS
If we fail to meet any Service Level (Service Level Failure), your sole and exclusive remedy is to claim a Service Credit equal to 10% of the monthly fees paid or payable for the Services (excluding GST) in the calendar month in which the Service Level Failure occurred, subject to the terms and conditions set out in this Annexure.
To claim a Service Credit, you can email the Zambion Service Team within 60 days of the Service Level Failure and provide the following details:
ESCALATION PROCEDURES / ISSUE RESOLUTION
Outside of these hours, we suggest you initially call the help desk and leave a message then immediately follow up with an email as Zambion staff sometimes monitor their emails over the weekends and up to 8pm week days. Additionally, if the incident is of a critical nature certain support team members can be reached directly on their mobile phones.
Zambion™ Issue Resolution service provides a secure, confidential escalation process that complements primary email / phone-based support. Zambion uses 5 severity levels. These are as follows:
| LEVEL 1 Business Critical |
| Zambion servers or cluster is down causing wide-scale business outage or significant impact to current or future business |
| Targeted Response Time (human) |
Immediately |
| Max Initial Response (human) |
Hour |
| LEVEL 2 Critical |
| High-impact problem where business is proceeding but is significantly impaired |
| Targeted Response Time (human) |
Immediately |
| Max Initial Response (human) |
2 Hours |
| LEVEL 3 Urgent |
| Time-sensitive issue important to long-term productivity that is not causing an immediate work stoppage; or there is a customer concern |
| Targeted Response Time (human) |
Immediate to 4 Hours |
| Max Initial Response (human) |
4 Hours |
| LEVEL 4 Important |
| Important issues that does not have significant current business impact |
| Targeted Response Time (human) |
Immediate to 3 hours |
| Max Initial Response (human) |
3 Days |
| LEVEL 5 Informational |
| Informational request. This level is typically used for questions, comments and enhancement requests |
| Targeted Response Time (human) |
Immediate to 7 days |
| Max Initial Response (human) |
7 Days |
*Zambion™ will determine the severity level of the ticket and will notify the sender of the assigned level in the first email response
*Severity level times start from when the call or the email is received by Zambion
*Severity level response times are only applicable inside business working hours
SERVICE SERVERITY LEVEL EXAMPLES
Below are a few examples of the types of service requests and the severity level we would assign. Please note that these are generic examples to act as a guideline. Severity levels will be assigned based on the email and the situation at the time.
