Service Level Agreement
CommunityForce is committed to providing you with superior service and support. Our Service Level Agreement (SLA) provides security, service, support, up-time and performance targets to you. The solution offered by CommunityForce is offered as a hosted solution. CommunityForce shall be fully responsible for installing the software within their internal environment and provide technical support for any installation, maintenance, troubleshooting, and upgrading the database and software as required. Our technical support staff is available 24×7 and will respond to requests and resolve technical issues within 24 hours of a request for support. We will comply with the technical support terms stated in the below service level agreement.
CommunityForce will diligently work for the prompt resolution of defects and errors in our services, and will respond to you by using a dedicated contact telephone number or email address for each support call.
In the case of a system down condition attributable to CommunityForce, CommunityForce may utilize other means of communication for reporting of errors and conditions.
CommunityForce will respond to and complete correction of errors, defects and malfunctions, in accordance with the following schedule:
- Severity 1: Causes data corruption or system crash or you cannot make effective use of our services;
- Severity 2: Feature does not work as documented, no reasonable work around exists and you have a critical need of the feature;
- Severity 3: Feature doesn’t work as documented but a reasonable work around exists or you can wait for the next release for a fix;
- Severity 4: Enhancement request.
CommunityForce will make an initial response to a Severity 1 normal maintenance call within two hours after receipt. Severity 1 calls will be handled on a 24 hour by 7 day a week basis. CommunityForce will use reasonable efforts to provide a fix, work around, or to patch Severity 1 bugs within twenty four (24) hours after the bug is replicated by CommunityForce and confirmed as a defect by CommunityForce.
Provided that maintenance calls are received within CommunityForce’s normal maintenance hours, CommunityForce will make an initial response to Severity 2 maintenance calls within four hours after receipt. CommunityForce will make reasonable efforts to provide a fix or work around for Severity 2 bugs within three (3) business days.
Provided that maintenance calls are received within CommunityForce’s normal maintenance hours, CommunityForce will make an initial response to Severity 3 maintenance calls within twenty-four (24) hours after receipt. CommunityForce will make reasonable efforts to identify a resolution to Severity 3 bugs within thirty (21) days and to incorporate Severity 3 fixes in the next upcoming release of the product.
Provided that maintenance calls are received within CommunityForce’s business hours, CommunityForce will make an initial response to Severity 4 maintenance calls within twenty-four (24) hours after receipt. Severity 4 issues will be dealt with on a case-by-case basis.
Customers agree to appoint one person as the principle point of contact for the communication of bugs and errors to CommunityForce and for the receipt of bug and error fixes, workarounds and updates, if any. Additionally, customers may appoint another person as a back-up of the principle contact.
Uptime Guarantee
The portions of our software application services which are operated by CommunityForce will have at least 99.4% uptime, as measured monthly, excluding planned downtime. In addition, the portion of our software application services operated by CommunityForce shall not experience more than two outages (unscheduled downtime) of more than three hours in any month.
CommunityForce will notify you within three hour of any known and verified unscheduled downtime of our services, and update the status to you periodically until the service is back up. CommunityForce will immediately notify you when the service is restored.
Scheduled downtime will be no greater than four hours bi-weekly and will happen at a regularly scheduled time during off-peak periods. The current plan is for scheduled downtime to occur every two weeks between 11PM and 3AM Eastern time on Saturday nights. Actual scheduled downtime will normally not exceed thirty (30) minutes. A mechanism will be put in place by which users are notified of scheduled down time expected to be over one hour at least seventy-two (72) hours before downtime occurs.
The hardware, software and network are monitored and maintained and shall normally be accessible, in accordance with industry standards, except for scheduled maintenance and required repairs.
The customer shall be notified in advance, usually no less than one week, by email and/or an announcement within the Application Software, of any scheduled maintenance and/or expected downtime.
Service data is backed up daily (Mon – Sun) should a partial or full system recovery ever be necessary. Where a system fault has occurred and recovery of the system is necessary we will restore the system using the most recent backup. In most cases data will be no more than one day old. For catastrophic events recovery of the system will include a restore using data no older than one week