This document was last updated on June 3, 2024
1. Introduction
This Service Level Agreement (herein “SLA” and/or “Contract”) applies to support queries related to our products and services. You may be bound by additional contracts related to your relationship with us or any products or services that you receive from us. If any provisions of the additional contracts conflict with any provisions of this SLA, the provisions of these additional contracts will control and prevail.
2. Binding
By interacting with Shorey IT, requesting support from Shorey IT, or otherwise using the helpdesk (htttps://helpdesk.shoreyit.com), you hereby agree to be bound by this SLA set forth herein.
2.a Effective Date
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
Business Relationship Manager: Shorey IT
Review Period: Yearly (12 months)
3. Breaches of this Contract
If Shorey IT fails to adhear to the SLA set forth herein, you may be entitled to a refund on your monthly bill (as described herein) based on how you were affected.
4. Language
This Contract will be interpreted and construed exclusively in English. All notices and correspondence will be written exclusively in that language.
5. Updating this Contract
We may update this Contract from time to time. It is your obligation to periodically check the SLA for changes or updates. The date provided at the beginning of this Contract is the latest revision date. Changes to the SLA will become effective thirty (30) calendar days after such changes have been published to this website. Your continued use of our services following the posting of changes or updates will be considered notice of your acceptance of the updates to the SLA.
You may also notify us in writing within twenty-nine (29) calendar days that you do not approve of the changes. In this case, Shorey IT, at our sole discretion, may extend the effective day by up to ninety (90) calendar days or until a superseding SLA is agreed upon.
6. Choice of Law and Jurisdiction
This Contract shall be governed by the laws of United States. Any disputes relating to this SLA shall be subject to the jurisdiction of the courts of United States. If any part or provision of these Terms and Conditions is found by a court or other authority to be invalid and/or unenforceable under applicable law, such part or provision will be modified, deleted and/or enforced to the maximum extent permissible so as to give effect to the intent of these Terms and Conditions. The other provisions will not be affected.
7. Contact information
You may contact us regarding this SLA through our contact page .
8. Purpose
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).
The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).
The objectives of this Agreement are to:
- Provide clear reference to service ownership, accountability, roles and/or responsibilities.
- Present a clear, concise and measurable description of service provision to the customer.
- Match perceptions of expected service provision with actual service support & delivery.
9. Renewals
10. Service Agreement
10.a KPIs and Metrics
| Metric | Commitment | Measurement |
|---|---|---|
| Availability | 12 hours | MTTR (mean time to resolve) |
| Reliability | 12 hours | MTTR (mean time to resolve) |
| Issue Recurrence | 20 days | MTTF (mean time to failiure) |
| Issue Occurance | 60 minutes | MTTA (mean time to aknowledge) |
10.b Service levels, rankings, and priority
| Severity Level | Description | Target Response | Target Resolution |
|---|---|---|---|
| Outage | SaaS server down | Immediate | Within 60 minutes |
| Urgent | High risk of server downtime | Within 15 minutes | Within 4 hours |
| High | End-user impact initiated | Within 30 minutes | Within 12 hours |
| Medium | Potential for performance impact if not addressed | Within 60 minutes | Within two business days |
| Low | Issue addressed but potentially impactful in the future | Within one business day | Within five business days |
| Low | Inquiry for information | Within one business day | Within five business days |
10.c Service response
| Service | Description | SLA Target | Performance Metric | Measurement |
|---|---|---|---|---|
| Distributed Service Platform (DSP) | Service Platform | 100% | Resource Availability | MTTR, MTGF |
| SendGrid Email API | Email Communications | 99.99% | Resource Availability | MTTR, MTTF |
| Virtual Private Server | Server Infrastructure | 99.99% | Resource Availability | MTTR, MTTF, Data Transmission Rate, Percentage Capacity Utiliization |
| RingCentral VOIP Services | Phone Support | 99.99% | Resource Availability | MTTR, MTTF |
10.d Exceptions and limitations
This SLA is subject to the following exceptions and special conditions:
Shorey IT must ensure cloud service availability of 99.99% during national holidays.
Shorey IT may not be liable to credit reimbursement for service impact due to natural disasters.
Response to requests of severity level Medium or below can be delayed up to 24 hours during the aforementioned holidays.
10.e Responsibilites
Customer’s responsibilities:
The customer should provide all necessary information and assistance related to service performance that allows Shorey IT to meet the performance standards as outlined in this document.
The customer shall inform Shorey IT regarding changing business requirements that may necessitate a review, modification, or amendment of the SLA.
Shorey IT’s responsibilities:
Shorey IT will act as primary support provider of the services herein identified, except when third-party vendors are employed, who shall assume appropriate service support responsibilities accordingly. Shorey IT will inform the customer regarding scheduled and unscheduled service outages due to maintenance, troubleshooting, or disruptions, or as otherwise necessary.
10.f Service Availability
Service coverage by Shorey IT as outlined in this SLA follows the schedule specified below:
Helpdesk support: 9 AM to 5 PM, Monday to Friday Phone support: 9 AM to 5 PM, Monday to Friday Email support: 9 AM to 5 PM, Monday to Friday