SERVICE LEVEL AGREEMENT POLICY

  1. PROVISION OF SERVICE

CMD will use its reasonable endeavours to provide the services substantially in accordance with the service levels. CMD is responsible for notifying The Client of any failure by CMD to meet the service levels set out below.  The Client, at its option, may also notify CMD of such failure. CMD does not warrant that any services, goods and software used by the Client will be trouble or error-free, nor can it guarantee the availability of any software used by the Client.  Under these terms and conditions, CMD agrees to provide services within the service response timeframes set out below. Resolution timeframes will depend on the nature of the problem.

  1. PRIORITISATION

CMD’s service and pricing relies on our being able to schedule tasks based on priority. CMD operates on a 4-tier priority rating. This rating comprises:

CRITICAL issues are issues affecting the majority of the Organisation, with significant bottom-line impact and no workaround(s). CRITICAL issues are treated as a company-wide priority and are maximally resourced ahead of all other work. CRITICAL issues trigger the Emergency Support escalation path outlined below.

URGENT issues are issues deemed technically significant by CMD, or otherwise at the discretion of the Client. Where a request is flagged as Urgent by the Client,

These issues are addressed above all other issues for the Client.

The ability for the Client to deem issues URGENT on non-technical grounds is a privilege and it is expected that no more than 15% of issues on a monthly basis will be prioritised as such. Should this threshold be breached, CMD will limit the ability to specify this priority state to the Client’s nominated representative only and require the Client’s staff to escalate internally first before raising an URGENT issue.

NORMAL issues are default issues – these are issues that should be resolved and resolved within target resolution timeframes, except for ongoing projects and PROBLEMS.

LOW issues are generally backlogged issues that are nice to have, but not necessary.

  1. RESPONSE TIMES

CMD’s service response times depend on how the issue is raised.

  • All issues raised in person or via informal channels will be treated as LOW priority issues
  • All issues raised via normal email or web form support will be treated as NORMAL priority issues
  • All issues raised via the documented emergency support channel below will be treated as URGENT priority issues
  • Issues will only be deemed CRITICAL after initial triage has been conducted
  1. PERFORMANCE TARGETS

CMD will provide breakdown reports on the prioritisation and response times on a monthly basis. The below are targets, not guarantees.

Response Time targets are:

  • Critical Issues: 15 minutes
  • Urgent Issues: 1 hour
  • Normal Issues: 4 hours
  • Low Issues: 48 hours

Resolution Time targets are:

  • Critical Issues: 4 hours
  • Urgent issues: 24 hours
  • Normal issues: 72 hours
  • Low issues: n/a
  1. PERFORMANCE GUARANTEE

CMD will provide breakdown reports on the prioritisation and response times on a monthly basis. The below are targets, not guarantees.

Response Time guarantees are:

  • Critical Issues: 4 business hours
  • Urgent Issues: 4 business hours
  • Normal Issues: 8 business hours
  • Low Issues: –
  1. REMEDY

Should CMD fail to meet the above performance guarantees, the following reduction to service fees apply:

  • 1 incident in any given month – 25% off base pricing and 10% off that month’s T&M labour (as reasonably determined by CoreMind)
  • 2+ incidents in any given month – 25% off base pricing and 25% off that month’s T&M labour (as reasonably determined by CoreMind)
  • 3+ incidents – as per 2+ incidents, but the Client also has the right to prematurely terminate the agreement with no notice, should it so choose