Software as a Service (SaaS) Service Level Agreement.

Effective May 2020 onwards.

Overview

This Support Services Policy applies to the standard support provided by Syrenis as part of the SaaS service purchased by you as stated in the Order.

Support Terms

SaaS Fees
The Fees paid by you as stated in the Order include the support described in this SaaS Services Policy.

Support Hours
Service desk hours are: –

EU
08:30 to 17:30 GMT Monday to Friday, excluding UK Bank Holidays, however tickets can be raised electronically at any time.
US
08:30 to 17:00 EST Monday to Friday, excluding UK Bank Holidays, however tickets can be raised electronically at any time.

Contact details are:

EU
+44(0)1928 622-302
US
+1 (613) 801-0799 (USA/Canada)

Email support contact: support@syrenis.com


Support Period
Syrenis SaaS support is effective upon the “Commencement Date” specified in your ordering document and ends upon the expiration or termination of the SaaS subscription.

Incident Reporting

You must report Incidents or service failures in the following way:

  • Support feature built into our products
  • By phone; or
  • By email.
Priority Matrix Urgency

Impact

Critical
High
Medium
Service Request
Extensive
P1
P1
P2
P3
Significant
P1
P2
P3
P4
Moderate
P2
P2
P3
P4
Minor
P2
P3
P3
P4

Definitions used in triaging Incidents:

Urgency Description
Critical
Serious business impact is occurring now. The Incident needs to be resolved immediately.
High
The Incident needs to be resolved as soon as possible because of potentially damaging service impact.
Medium
There is missing or broken functionality that needs to be fixed.
Service Request
A request to improve efficiency or effectiveness.
Impact Description
Extensive
The Incident is causing immediate and significant disruption affecting either: life, safety or business critical transactions while in use. No easy workaround available.
Significant
The Incident is causing immediate and significant disruption but not affecting life, safety, or business critical transactions and services while in use. No easy workaround available.
Moderate
The Incident is causing or will cause disruption in the near term. Workaround is often available.
Minor
The Incident is not causing disruption but still needs to be fixed.

Responding to Incident Reports

  1. With your co-operation, Syrenis will use reasonable endeavours (at Syrenis’ cost) to prevent repetition of future service level failures.
  2. Service failures shall be excused to the extent that the failure arises out of:
    a. A force majeure event as described in this agreement; or
    b. An act or omission by you as the Customer.
  3. Within 10 days of a failure of the Service, Syrenis will provide a full response to you including root cause analysis, action taken and long-term actions to prevent future occurrences.
    Indicators and Target Service levels
Performance indicators Measurement period Target Service level Minimum Service level
Service uptime except maintenance windows*
Monthly
99.9% (a rate of no more than 43 minutes and 12 seconds downtime in a 30 day period).
99.8%(a rate of no more than 1 hours, 26 minutes and 14 seconds downtime in a 30 day period).
RPO of 4 hours to be maintained
Daily
24 replications per day
6 replications per day
Incident & Requests:
First Time Fix
Quarterly
Incident: 80%
Request: 90%
n/a
Incident & Requests: Average Response Time (Measured from the time it is correctly logged to the time it is triaged and assigned a reference, within the Support Hours)
Quarterly
Incident:
P1 –15mins
P2 –15 mins
P3 –15 mins
P4 –15 mins
n/a
Incident & Requests: Average Resolution Time. (Measured from the time it is correctly logged to the time it is resolved or downgraded within the Support Hours & excluding time spent in Customer or Resellers queue)
Quarterly
Incident:
P1 – 1hr
P2 – 4hrs
P3 – 8hrs
P4 – Next Patch
Incident:
P1 – 1hr
P2 – 4hrs
P3 – 2 days
P4 – Next Patch
Change Requests and their statuses (e.g. Reviewed, Costed and Implemented).
Quarterly
10 days to finalise SOW and cost 10 days from approval to agree a targeted implementation date
15 days to finalise SOW and cost 15 days from approval to agree a targeted implementation date

*Our Standard Maintenance Periods are up to 1 hour of outage per service on Saturdays and Monday morning GMT, occurring within the window of 03:00 – 5:00. Additional maintenance windows will be by prior communication and consultation.

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