Maintenance and Support Agreement Service Level Agreement (SLA)
THIS AGREEMENT (“the Agreement”) is made effective upon Client placing an official purchase order for services to H2O and H2O accepting the purchase order.
between:
H2O Media, a Dubai HQ Company and its wholly owned subsidiaries (collectively “H2O”) with its principal office located at PO Box 10599 Dubai and "Client" purchasing software and services from H2O Transform a 100% owned subsidary of H2O Media.
This Agreement shall be governed by the H2O standard Terms and conditions for the Provision of Technology and Marketing Solutions between H2O and Client or the clients purchase award contract or both as necessary.
Basic service coverage provides fixes for downtime and fixes to functional components. Service problems are categorized into one of the following severities for prioritization.
- Severity 1 – Critical impact: major product problem that prevents any useful work from being performed with the Software web application platform.
- Severity 2 – Significant impact: failure of a product function that restricts the usefulness of the Software.
- Severity 3 – Minor impact: usage question, or a product problem that causes a mild or cosmetic inconvenience to the use of the Software.
- Severity 4 – Enhancement: request for additional features or changes to the features of the Software.
Support Call Response Times & Scope of Support
H2O will actively begin to resolve problems reported by the customer based upon severity level. H2O will use reasonable efforts to respond to the customer and resolve the problem though due to the complexity of the software no assurance or guarantee can be given regarding the time required to reach an acceptable resolution.
H2O response to customer issues will be to provide one of the following: an existing solution or workaround, a request for more information to diagnose the issue, or an indication of the timeline to diagnose and/or resolve the issue. Progress updates will be given as requested by the customer, or as deemed appropriate by the client.
Support will only be provided for the contract items as provided by H2O New Media Web Development LLC and will not extend to support of third party websites, website features or functions.
Severity 1: Critical Impact
Response to customer within 1 business day
Within 2 business days, H2O will commence work to provide a fix or workaround
Product integration at next software update at H2O’s discretion
Examples: A critical impact would be if for example the application navigation not functioning, site down status, complete loss of email, existing form functions not functioning etc.
Severity 2: Significant Impact
Response to customer within 2 business days
Within five business days, H2O will commence work to provide a fix or workaround
Product integration at next software update at H2O’s discretion
Examples: A significant impact would be if for example the application visual template is not functioning, email loss, problems with the application causing error messages on the website or java script errors.
Also includes requests to add new email addresses, problems with hosting and capacity upgrades to the hosting platform that may be required from time to time.
Severity 3, 4: Minor Impact or Enhancement
Response to customer within ten business days
Commence work to provide a fix or workaround as deemed appropriate by H2O
Product Integration at H2O’s discretion
The timetables do not apply to any software that is not yet generally available to H2O’s customers.
Examples: Fixing small graphical problems such as the images not displaying properly, changes to the websites navigation structure, restructuring the Customized Style Sheets for compatibility with new versions of Microsoft, Motzilla or Apple internet browsers, implementing changes to forms and responding to other requests deemed as a minor impact or enhancement by H2O.
Charged Work
The following items are not included within the maintenance and support agreement and are subject to separate charging to the customer based on a receipt of purchase order.
Major Structure Enhancements – Uploading new images or replacing new images, recreating the CRM design templates, change of the layout of views for any of the CRM functions.
Major Functionality Enhancements – Creating new functionality such as PDF downloads, forms, community based functions such as forums etc that were not included in the original project plan.
Support Call Escalation
If any support call has not been resolved according to the above timetable, the call will automatically be escalated to Group CIO of Lime Green Entertainment and the CIO will contact the customers designated contact person(s) to review the call, the reason for the delay, and the plan of problem resolution.