SLA - Which services are covered by the 2nd level support fee
The SLA is for our application and ensures our support to get a production system back to it’s agreed state, when it’s no longer working or not working as expected.
Introduction
A censhare customer has to sign a 2nd Level Service Level Agreement (SLA) for his censhare system and has to pay a monthly fee for it. This is a provisioning fee and is for guaranteed availability, reaction time, bug fixing and patching. It does not include other services. They have to be payed by effort. Here we give you an overview what's covered and what not.
Project Specific Support
During project phase, our services are part of the regular project implementation and project scope and therefore not part of the SLA.
There are mainly two kinds of requests:
Support which is needed to complete the implementation and to get the acceptance.
Advice and assistance in non native censhare technologies such as XML, XSL or XPath as well as topics that serve to optimize the business process of the customer. This is consulting and is not covered by the SLA.
Project Specific Support | Request Type | Covered by SLA | Comment |
|---|---|---|---|
Working on Feature Requests | Feature Request | YES | - |
Answering questions regarding administration and configuration in censhareAdmin client. | ServiceRequest | YES | Topics around Modules and Services in censhareAdmin |
Help with Change/Enhancement Requests | ChangeRequest | YES/NO | When a change is in the context of a censhare bug, the work is covered by in the SLA. |
Tracker/Yammer administration tasks | ServiceRequest | YES | - |
Processing requests that are made by a censhare project manager during the project (implementation) phase | ServiceRequest | NO, Billable | The service is charged indirectly to the project as part of the project implementation. |
Advice and assistance in 3rd party tools and non native censhare technologies such as Oracle, Adobe Products, XML, XSL or XPath as well as topics that serve to optimize the business processes of the customer. | ServiceRequest | NO, Billable | This is consulting service. If it causes effort longer than 8 hours, a dedicated project is needed to track the time. Then such work must not be tracked as support. |
Incident/Problem Management
Also here we can mainly differ between two kinds of requests.
Incidents and Problems caused or related to censhare bugs. This requests are covered by the SLA.
Incidents and Problems caused or related to changes the customer made without advice or knowledge of censhare. This requests are not covered by the SLA.
Incident/Problem Management | Request Type | Covered by SLA | Comment |
|---|---|---|---|
Working on Tickets based on censhare Bugs and work on associated dev-Tickets | Incident/ Problem | YES | When an incident/problem is caused by a censhare bug. Nothing will be invoiced. |
Installing bug fixes and patches | ServiceRequest/ Change Request | YES | |
Performing configuration changes in censhareAdmin | ServiceRequest/ Change Request | YES | When they are necessary to solve a censhare bug or vulnerability. |
Functional problems: A censhare employee has made a non agreed change | ServiceRequest/ Incident | YES | - |
Functional problems: The customer has made/changed the contractually assumed configuration. | ServiceRequest/ Incident | NO, Billable | e.g.: non agreed changes in existing module/service configurations, activating new modules/services. When a change is in the context of a censhare bug, the work is covered by the SLA. |
Problems caused by incorrect use of the software | ServiceRequest/ Incident | NO, Billable | - |
Functional problems: The customer has changed the way of working with the software or changed the scope or business case | ServiceRequest/ Incident | NO, Billable | e.g.: new mass data imports... |
Functional problems: A connected 3rd party system has changed or the submitted data to a censhare interface have changed. | Incident/ Problem | NO, Billable |
General information about censhare usage
Requesting general information about usage is covered by in the SLA except when it changes to consulting service.
General information about censhare usage | Request Type | Covered by SLA | Comment |
|---|---|---|---|
When we can refer to documentation | ServiceRequest | YES | - |
Individual answer, because documentation is insufficient or not available | ServiceRequest | YES | - |
Support based on 3'rd-party-products/Hardware
This kind of support is mainly not covered by the SLA.
Support based on 3'rd-party-products/Hardware | Request Type | Covered by SLA | Comment |
|---|---|---|---|
Providing Oracle Updates and Patches. Installation is not covered. | ServiceRequest | YES | When we recommend the installation, we will provide them as a partner or customer has no access to it. |
Problems based/related on Oracle-Bugs and Operation | ServiceRequest | NO, Billable | e.g. issues based on storage and memory sizing |
Problems based/related on Server-OS | ServiceRequest | NO, Billable | |
Hardware error (error on hard discs, RAID Controller, etc) | ServiceRequest | NO, Billable | - |
Problems based/related on ImageMagick, GhostScript and Exiftool | ServiceRequest | NO, Billable | - |
Client-OS | ServiceRequest | NO, Billable | e.g. error after changing client OS or java release |
Bugs in JavaVirtualMachine (JVM) | ServiceRequest | NO, Billable | - |
Problems based/related on InCopy/InDesign, 3'rd party PlugIns | ServiceRequest | NO, Billable | - |
Problems based/related on Adobe PDF job-options | ServiceRequest | NO, Billable | - |
Problems based/related on Fonts | ServiceRequest | NO, Billable | - |
Performance analysis if no censhare Problem was the reason for | ServiceRequest | NO, Billable | e.g. customer backup process, network issue... |
We can accept no liability for the information provided and cannot vouch for its accuracy.