SLA • Effective Date: 10 December 2019

This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between October CMS and Premium Support Customers for the provisioning of IT services required to support and sustain the CMS platform.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

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.

3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

  • IT Service Provider(s): October CMS ("Provider")
  • IT Customer(s): Premium Support Customer ("Customer")

4. Periodic Review

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 year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

5. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

5.1. Service Scope

The following Services are covered by this Agreement:

  • Manned Slack chat support
  • Monitored GitHub ticket support
  • Planned or Emergency consultation (extra costs apply)

5.2. Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

  • Payment for all support costs at the agreed interval.
  • Reasonable availability of customer representative(s) when resolving a service-related incident or request.

5.3. Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

  • Meeting response times associated with service-related incidents.
  • Appropriate notification to Customer for all scheduled closure periods.

5.4. Service Assumptions

Assumptions related to in-scope services and/or components include:

  • Changes to services will be communicated and documented to all stakeholders.

5.5. Service Boundaries

Services will not include:

  • Requests by personnel not belonging to the list of developers defined by the Customer.
  • Requests by developers without an active subscription.
  • Requests not related to the October CMS platform, including but not limited to server configuration issues, networking issues and issues caused by third-party software.
  • Requests which resolution would exceed the developer's monthly service time agreed upon the subscription process.

6. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

6.1. Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

  • Slack support: 9:00 A.M. to 5:00 P.M. Monday - Friday
  • GitHub support: Monitored 9:00 A.M. to 5:00 P.M. Monday - Friday
  • Consulting assistance guaranteed within 72 hours during the business week

6.2. Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:

  • 8 hours (during business hours) for issues classified as High priority.
  • Within 24 hours for issues classified as Regular priority.
  • Within 5 working days for issues classified as Low priority.

6.3. Service Classification

The classification of service priority is as follows:

  • High priority: Issue affects more than one Customer.
  • Regular priority: Issue is blocking and affects only one Customer.
  • Low priority: Issue is not blocking and/or a workaround is in place.