SLA Service Level Agreement

Impact and Severity Guidelines

When the Customer’s Primary or Secondary Representative logs a support call, Flowbird will assess and assign a Priority based upon the Impact and Severity, using the following guidelines:

IMPACT: means the extent to which the Customer’s business is impacted by the problem on the basis of the number of persons or groups affected.

Extent

Description

A single user is affected.

A number of users, grouped by business function are affected.

A number of users, grouped by their geographical location are affected.

All the users within the Customer's organisation are affected.

IMPACT: means how severely the Customer’s business is impacted by the problem on the following basis

Severity

Description

Example

Unable to carry out business function.

The problem prevents the user from performing its business function.

The supported application is unavailable.

Major inconvenience

The problem allows user(s) to continue to perform their business function in a restrictive manner, and seriously reduces the efficiency of the user(s) within the business.

Unable to print reports.

Minor inconvenience

The user is able to perform its business function, but a matter has been identified which reduces the efficiency of the user(s) within their business function.

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The combination of Impact and Severity provides a framework for assigning a Priority to the Support Calls received

Support Priorities

Priority is a measure based on Impact and Severity, as set out in the previous section, and dictates the level of response that the Support Call will receive.

A major issue which prevents the System or a part thereof from being run and/or cripples the System or a part thereof or causes severe performance degradation; causes a halt to the operation of important tasks by the Customer or places the operation of such tasks at risk. For example: failure of a major feature; severely degrades a user application where no alternative exists; causes a delay in a time critical implementation; or causes any damage to the data.

A problem (other than a major issue) with the running of the System or any failure of the System to perform in accordance with and provide the facilities, functions and capacity as set out in the relevant technical documentation, which causes disruption to normal working. For example: Loss of key reports resulting in information having to be sourced by other means.

Service Levels, Rankings, and Priority

Severity Level

Description

Target Response

1. Outage

SaaS server down

Immediate

2. Critical

High risk of server downtime

Within 10 minutes

3. Urgent

End-user impact initiated

Within 20 minutes

4. Important

Potential for performance impact if not addressed

Within 30 minutes

5. Monitor

Issue addressed but potentially impactful in the future

Within one business day

6. Informational

Inquiry for information

Within 48 hours

Support Agreements (SLA)

Choose your support package.

Gold Support Package

Our Gold support package offers comprehensive coverage and priority assistance for clients requiring a high level of support.

With this package, you benefit from:

• expedited response times
• dedicated support channels
• proactive monitoring

Ensuring the continued smooth operation of your CRM system.

Our experienced consultants are on standby to address any technical issues, provide advanced troubleshooting, and offer personalised training sessions to enhance user proficiency.

Silver Support Package

The Silver support package provides reliable and responsive support for clients seeking a balanced level of assistance.

With this package, you receive

• timely support for technical & training queries
• issues are promptly addressed to minimise disruption to your operations
• committed quality support and guidance

Bronze Support Package

Our Bronze support package offers essential support for clients with minimal ongoing needs.

While prioritising response times may be lower compared to higher-tier packages, you still benefit from:

• access to our knowledgeable support team and resources
• assistance with technical queries and basic training requirements.

No matter which support package you select, you'll receive detailed documentation and project plans, ensuring transparency and keeping you informed. We are committed to open communication, offering reliable support as your CRM partners. Our support agreements provide flexible assistance, allowing you to focus on your business while we handle the technical and training aspects. Whether you choose Gold, Silver, or Bronze support, we promise exceptional service to help you meet your business goals.

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