Service Level Agreement

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between ZAtech. and Customer for the provisioning of website as a service. This Agreement outlines the parameters of all aspects covered as they are mutually understood by the primary stakeholders.

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).

 

The goal of this Agreement is to obtain mutual agreement for IT service provision between ZAtech and Customer(s).

 

The objective of this Agreement is 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.Service Agreement

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

  • 3.1. Service Scope

                      The following Services are covered by this Agreement;

                               -  Website Design

                               -  Website Development

                               -  Website Update

                                             ◘ 48 Hours for standard updates

                                             ◘ 8 Hours for Critical issues (issues that are causing major malfunctions of more than 50% of the website functions

                                             ◘ 4 Hours for issues that causing complete website failure

                                - Website promotion using Search Engine Optimization (SEO)

                                - Provide basic analytical report

  • 3.2. Customer Requirements

                 Customer responsibilities and/or requirements to:

                              - Payment for all support costs at the agreed interval.

                              - Reasonable availability of customer representative(s) when resolving a service-related incident or request.

 

  • 3.3. Service Assumptions

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

                              - Changes to services will be communicated and documented to customer.

4.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.

4.1. Service Availability

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

  • Email support available 24 X 7

    • Emails received outside of location office hours will be collected, however no action can be guaranteed until the next working day

  • Voice calls support available on pre-arrangement basis

4.2.  Service Requests

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

  • 0-8 hours (during location business hours) for issues classified as High priority.

  • Within 48 hours for issues classified as Medium priority.

  • Within 5 working days for issues classified as Low priority.

Remote assistance will be provided in-line with the above timescale’s dependent on the priority of the support request.