SolDevelo Apps for Atlassian products – Service Level Agreement (SLA)

for: Customer, who purchased and installed SolDevelo apps via Atlassian Marketplace

by: SolDevelo

Effective Date: April 16, 2018; Document Owner: SolDevelo

Version
Date
Description
Author

1.0

16-04-2018

Service Level Agreement

Jakub Slawinski

1.1

07-09-2020

Service Level Agreement review

Sebastian Brudziński

1.2

16-07-2021

Service Level Agreement upgrade

Sebastian Brudziński

1.3

22-08-2022

Service Level Agreement review

Sebastian Brudziński

Table of Contents

1. Agreement Overview

This Agreement represents a Service Level Agreement (SLA or Agreement) between SolDevelo and Customer for the provisioning of IT services required to support and sustain Apps for Atlassian products. This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s). The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s). The objectives of this Agreement are to:

  •  Provide clear reference to service ownership, accountability, roles, and/or responsibilities.
  •  Present a clear, concise, and measurable description of service provision to the customer.
  •  Match perceptions of expected service provision with actual service support & delivery.

3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA: IT Service Provider(s): SolDevelo (“Provider”) IT Customer(s): Customer, who purchased and installed SolDevelo apps via Atlassian Marketplace (“Customer”).

4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect. The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular reviews of this document.

Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements/approvals as required.

Business Relationship Manager: SolDevelo

Review Period: Yearly (12 months)

Previous Review Date: August 22, 2022

Next Review Date: August 22, 2023

5. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

5.1. Service Scope

The following Services are covered by this Agreement:

  •  Manned telephone support.
  •  Monitored email support.
  •  Monitored service desk portal.
  •  Weekly system health check.

5.2. Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

  •  Payment for all support costs at the agreed interval.
  •  Reasonable availability of customer representative(s) when resolving a service related incident or request.

5.3. Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

  •  Meeting response times associated with service related incidents.
  •  Appropriate notification to Customer for all scheduled maintenance.

5.4. Service Assumptions

Assumptions related to in-scope services and/or components include:

  •  Changes to services will be communicated and documented to all stakeholders.
  •  Uptime of the SolDevelo Apps will be at least 99%.
  •  User interface response times will be 1 second or less in 90% of the attempts, and never more than 5 seconds. Operations that require more time than this to complete, because of the need to fetch more data or to process the data, will be signaled by a loading bar or a loading spinner.
  •  Service response times for SolDevelo hosted services will be 3 seconds or less in 90% of the attempts, and never more than 10 seconds.
  •  Service calls response times will be 1 second or less in 90% of the attempts, and never more than 5 seconds.
  •  Recovery time objective (RTO) will be 8 hours.
  •  Recovery point objective (RPO) will be 24 hours.
  •  Support Availability will 8 hours a day / 5 days a week in CET/CEST timezone.

6. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

6.1. Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

  •  Telephone support : 9:00 A.M. to 5:00 P.M. (CET) Monday – Friday.
  •  Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service.
  •  Email support: Monitored 9:00 A.M. to 5:00 P.M. (CET) Monday – Friday.
  •  Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.
  •  Service desk portal support: Monitored 9:00 A.M. to 5:00 P.M. (CET) Monday – Friday.
  •  Requests received outside of the office hours will be collected, however no action can be guaranteed until the next working day.

6.2. Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frame:

  •  1 working day for all issues.
  •  Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
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