Service Level Agreement
1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Kiu Global Ltd (Kiu) and Customer for the provisioning of software services required to support and sustain the Product or Service.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all software 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 Software service support and delivery to the Customer(s) by Kiu.
The goal of this Agreement is to obtain mutual agreement for Software service provision between Kiu and Customer.
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.
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:
Software service Provider(s): "Kiu Global Ltd"
Customer(s): Customer ("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.
Kiu and Customer Chief Operating Officer (COO)/Manager are 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 parties will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
5. Service Agreement
The following detailed service parameters are the responsibility of Kiu in the ongoing support of this Agreement.
a. Service Scope
The following Services are covered by this Agreement;
• Manned telephone support
• Monitored email support
• Remote assistance using Remote Desktop and a Virtual Private Network where available
• Planned or Emergency Onsite assistance (extra costs apply)
• Monthly system health check
• Periodic maintenance and updates
• Training materials including documents such as videos, manuals…
• Online and on-site training supports (free 8hrs, extra costs apply thereafter)
b. Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
• Report timely and comprehensively about any support or service required.
• Payment for all support costs at the agreed interval.
• Reasonable availability of customer representative(s) when resolving a service related incident or request.
c. Kiu Requirements
Kiu 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.
• Provide all related documents, logs to Customer shall required.
d. Service Assumptions
Assumptions related to in-scope services and/or components include:
• Changes to services will be communicated and documented to all stakeholders.
e. Service Fees
In cases where extra costs are incurred, Kiu would charge – otherwise stated – an hourly rate of USD 15 (fifteen) per hour per supporting staff/executive. Additional charges such as airfare, accommodations, transportations for on-site support will be charged on top on a case-by-case basis and will be fully notified, disclosed to Customer in advance for review and agreement.
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.
a. Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
• Telephone support: 9:00 A.M. to 6:00 P.M. Monday – Friday
o 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 6:00 P.M. Monday – Friday
o Emails received outside of office hours will be collected, Kiu will give best efforts to reply/feedback immediately however no action can be guaranteed until the next working day
• Onsite assistance guaranteed within the same day where conditions allowed (early notifications, Kiu staffs’ availability around accidence location) or latest within 72 hours during the business week.
b. Service Requests
In support of services outlined in this Agreement, Kiu will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
• 0-8 hours (during business hours) for issues classified as High priority.
• Within 24 hours for issues classified as Medium priority.
• Within 02 working days for issues classified as Low priority.
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
1. DEFINITION OF PRIORITY CATEGORIES
1.1 High Priority
A High priority event involves situations in which the Kiu platform is not operational, in that it complies with at least one of the following criteria:
• Continuous instability of mission-critical functionality (i.e. data is not processed) or total loss of service.
• A security threat causing potential risk to the customers’ data privacy.
A situation in which Customers’ systems, including hardware failures are faulty or not responding is not a High priority issue, unless the issue causes one of the above to happen.
1.2 Medium Priority
A Medium priority event involves situations in which the Kiu platform is not fully operational, in that it complies with at least one of the following criteria:
• Issues that are impairing, but not causing a total loss of mission-critical functionality.
• Intermittent issues that are mission-critical functionality.
• Inability to deploy a feature that is not currently relied upon for mission-critical functionality.
• Loss of redundancy of critical software component.
• Any workaround to a High priority issue that does not constitute a permanent fix, unless a path for permanent fix has been identified and communicated.
1.3 Low priority
A Low priority event involves all other situations in a production environment, as example:
• Issues in the network or on the system that are not causing impact to mission-critical functionality.
• Non-repeated issues that have impacted mission-critical functionality but have since recovered.
• Issues seen in a test or preproduction environment that would normally cause adverse impact to a production network.
• Time sensitive questions or information requests.
• Workaround in place for High and Medium issues.