SchoolTime Service Level Agreement
Following is the description of maintenance services that STPL provides as a part of its solution offering.
a) Support Services. During the term of the service STPL will provide support described herein so as to maintain the solution in good working order, keeping it free from material defects so that the solution shall function properly.
b) Service Response. STPL will make available a Support Center Hotline Number for calls requesting service of the solution. The Support Center HOTLINE operates during business hours, 9:00 a.m. to 5:00 p.m., Monday through Friday, excluding legal/public holidays. Extended coverage is available for an additional fee. The HOTLINE can also be used to notify STPL of problems associated with the solution.
c) Remedial Support. Upon receipt by STPL of notice of issues through the Support Center HOTLINE of any error, defect, malfunction or nonconformity in the solution, STPL shall respond as provided below:
Severity 1: Produces an emergency situation in which the Solution is inoperable, Produces incorrect results, or fails catastrophically.
RESPONSE: STPL will provide a response by a qualified member of its staff to begin to diagnose and to correct a Severity 1 problem as soon as reasonably possible, but in any event a response via telephone will be provided within Two (2) hours. STPL will continue to provide best efforts to resolve Severity 1 problems in less than Seventy-Two (72) hours. The resolution will be delivered to the client as a work-around or as an emergency software fix. If STPL delivers an acceptable work-around, the severity classification will drop to a Severity 2.
Severity 2: Produces a detrimental situation in which performance (throughput or response) of the Solution degrades substantially under reasonable loads, such that there is a severe impact on use; the Solution is usable, but materially incomplete; one or more mainline functions or commands is inoperable; or the use is otherwise significantly impacted.
RESPONSE: STPL will provide a response by a qualified member of its staff to begin to diagnose and to correct a Severity 2 problem as soon as reasonable possible, but in any event a response within Eight (8) hours. STPL will exercise best efforts to resolve Severity 2 problems within a reasonable period.
The resolution will be delivered to the client in the same format as Severity 1 problems. If STPL delivers an acceptable work-around for a Severity 2 problem, the severity classification will drop to a Severity 3.
Severity 3: Produces an inconvenient situation in which the Solution is usable, but does not provide a function in the most convenient or expeditious manner, and the user suffers little or no significant impact.
RESPONSE: STPL will provide, as agreed by the parties for the effort and cost, a fix or fixes for Severity 3 problems in the form a customization. Alternatively it will be taken as feedback for our next product upgrade.
STPL will exercise best efforts to resolve Severity 3 problems by developing customizations as an when situation arises.
On Site Visit: In any event that the client demands onsite presence of our support staff. This would be done on a time and material basis and the logistics involved are to be borne by the client himself.
Support Policy Void Condition: STPL's solution are its proprietary and intellectual property. Any material changes in the code by the customer or licensee, or changes in the standard deployment environment can void the support policy. Under such circumstances STPL will not be obliged to support the program.