SLA- AJ Service Level Plans

SLAs- AJ Standard Service Level Plans (SLA Levels)

GENERAL

The Service Level Plans (SLAs) will be provided to Customer's Users at an additional charge in accordance with this description. Users can submit cases over the Web via the AJ Support Portal, by email, or by telephone depending on the SLA plan they have purchased.

Upon case submission, Users will be asked to provide their company name, contact information and case details, and each case will be assigned a unique case number. An AJ Support Representative will use commercially reasonable efforts to respond via AJ’s Support Portal or call or e- mail the User within two (2) business days and will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in AJ’s reasonable determination.

SLA PLAN LEVELS AND CHARGES

SLA PLAN Monitored email and Portal maintenance support Manned Skype or telephone support Remote assistance using Remote Desktop and a Virtual Private Network where available Planned or Emergency Onsite assistance Quarterly system health check SLA Plan Level CHARGES AS % of LICENSE FEES
LEVEL 3 Yes No No No No 25%
LEVEL 2 Yes No No Yes-extra costs apply per incident Yes-extra costs apply per health check 35%
LEVEL 1 Yes Yes Yes Yes-extra costs apply per incident Yes 55%
Notes

Changes or Change Orders (“CO”) to services will be communicated and documented to all stakeholders. Such Change Orders are beyond the scope of Maintenance and Support services for all SLA Plan Levels as generally defined within IT industry norms. Change Orders are charged on the basis of AJ Standard Person-Day rates at the time.

% SLA Plan Charges of the Licenses fees set for Cloud Lighthouse and are monthly or yearly in advance. Taxes and expenses if any are billed separately.

DESIGNATED CONTACTS

“Designated Contacts” are Users Customer identifies as primary liaisons between Customer and AJ for technical support. Customer shall identify one (1) or two (2) Designated Contacts. Customer may be charged an additional fee for Designated Contacts in excess of two (2) at any given time. Customer shall notify AJ whenever Designated Contact responsibilities are transferred to another individual.

Customers’ Designated Contacts shall be responsible for: 

  • Overseeing Customer’s support case activity
  • Developing and deploying troubleshooting processes within Customer’s organization, and
  • resolving password reset, username and lockout issues for Customer.
  • Ensuring that Customers application users are properly trained and use the app accordance with our documentation
  • Providing technical staff to assist with non application issues such as network issues
  • Grant us access to the system via Subscriber Support org access when required
  • Customer shall ensure that Designated Contacts:
  • Have completed, at a minimum, the basic Services administration course currently titled
  • “Salesforce Administration Essentials” which is included at no additional charge as part of
  • online training
  • Have completed any supplemental training appropriate for the Designated Contact’s specific role or Customer’s usage of the Services
  • Are knowledgeable about the applicable Services in order to help resolve, and to 
  • assist AJ in analyzing and resolving, technical issues, and
  • Have a basic understanding of any problem that is the subject of a case, and the ability to reproduce the problem in order to assist AJ in diagnosing and triaging it.

TELEPHONE OR SKYPE SUPPORT HOURS

Depending on the SLA plan they have purchased, Users can submit cases via telephone on weekdays, excluding holidays, during AJ’s Support hours as stated in the table below. Users can submit cases through the AJ Portal and email twenty four hours a day seven days a week, cases will be logged by a Support Representative for later response by the appropriate Support team.

An AJ Support Representative will use commercially reasonable efforts to call, email the User or update the Case via the AJ Support Portal within two (2) business days and will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in AJ’s reasonable determination.

Main phone numbers as follows- please note that telephone or Skype support is applicable only if you have purchased the relevant SLA Level Plan as described above:

Region Support hours Telephone Numbers Email
US 9:00 a.m. – 5:00 p.m. EST +14086000849 support@ajconsultingcloud.com
Rest of World 9:00 a.m. – 5:00 p.m. GMT +14086000849
(International)
support@ajconsultingcloud.com

Telephone or Skype support is available in English only.

LOGGING A CASE

Users may log a case as follows:

  • Where applicable as per the SLA Level Purchased, we would recommend that customers log cases via the AJ Support Portal. Users can access the Portal at: https://ajconsulting.freshdesk.com/support/home
  • Once users click the link they will be signed into the Portal with their login credentials.
  • By telephone call to customer support as described above.
  • If the AJ Support Portal is unavailable, Customer may email case details to the support team using the email address above.
  • Note: For assistance with User password resets, Users should use the “Forgot your password?” link on the login page or contact a Designated Contact or Customer system administrator. For assistance with usernames and lockouts, Users should contact a Designated Contact or Customer system administrator. For security reasons, AJ does not provide contact information for Designated Contacts system administrators.

REPRODUCING ERRORS

AJ must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with AJ to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Also, subject to Customer’s approval on a case-by-case basis, Users may be asked to provide Subscriber org access to their Cloud Lighthouse system for troubleshooting purposes.

SEVERITY LEVELS

Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis.

Issues will be categorized and handled according to an assigned severity level. The case severity level is selected by the User at time of case submission, and will be updated by AJ as per the table below. AJ will respond to service related incidents and/or requests submitted by the Customer within the following time frames and as per the Severity Levels below:

Severity Severity criteria Response Time Scales
Severity 1: Business Standstill

Totally inoperable.

Where a problem, error or defect is extremely serious with no workaround and is causing the business to be at a standstill or seriously affected. The customer must be live for this status to be allocated to a Case.

2-8 hours (during business hours)
Severity 2: Business Critical

Severely inoperable.

Where a problem, error or defect is extremely serious with no obvious workaround and could cause the business to be seriously affected if it remains outstanding without a resolution for a defined period of time. Could impact the ability for the system to go live.

24-48 hours (during business hours)
Severity 3: Major Problem

Partially inoperable.

Where a problem, error or defect is serious but may have a workaround, the business is not at a standstill or too seriously affected.

Within 48-72 hours
Severity 4: Problem Where a problem, error or defect is non-­critical to the business. Within 4 working days
Severity 5: Question Where a question is raised to assist with the continued running of the applications. Within 5 working days

EXCLUDED ITEMS

All SLA Plans do not include any of the following:

  • Assistance with Salesforce issues and errors with Salesforce Platform
  • Assistance in developing User-specific customizations; these are subject to approved Change Orders as described herein earlier.
  • Assistance with non Cloud Lighthouse products, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems
  • Assistance with installation or configuration of hardware, including computers, hard drives, networks or printers.
  • Troubleshooting issues with your in‐house developed apps
  • Troubleshooting issues with integrations you’ve built for the Cloud Lighthouse app
  • Any code that is developed outside of the core Cloud Lighthouse app
  • Training on new areas of the product, setup and configuration questions, or business process questions, these types of requests should be directed to AJ’s

Separate consultancy advice team paid person-days and can be arranged for topics such as:

  • Instruction in report writer techniques
  • Instruction in the use of the product
  • System Administration
  • System configuration and setup
  • Design, writing and debugging of interfaces
  • Design, writing and debugging of custom pages and objects
  • Data corrections in the event of data issues in your Cloud Lighthouse system

CHANGES TO STANDARD SLA PLAN

AJ may change its SLA Plans from time to time in its sole discretion as published at ajconsultingcloud.com