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Service Level Agreement

The purpose of this document is to describe the required Service Level Agreement (SLA) to allow users to utilise Consultation Manager software.

Purpose and Scope

The purpose of this document is to describe the required Service Level Agreement (SLA) to allow users to utilise MySite Design Consultation Manager software.

The scope of the Consultation Manager SLA is to manage the service relationship between MySite and the Client.

The SLA is to be read subject to the Consultation Manager Terms and Conditions which can be viewed here and prevail over any inconsistent term of this Agreement.

Description of the Service

The Consultation Manager stakeholder data management software houses the Client’s database. Its primary purpose is to keep an electronic register of all community contacts generated by the Client and provide additional database management and reporting functionality within agreed service levels.

Our Responsibilities

The responsibilities of MySite are:

  • MySite is to ensure that your Consultation Manager system remains operational and that clients have access during normal business hours.
  • MySite aims to achieve 99.9% uptime during business hours, measured on a quarterly basis.
  • MySite will schedule any discretionary system outages outside of business hours.
  • MySite is to ensure that Support is available during MySite’s regular business hours which are 8.30am-5pm (AEST) Monday to Friday. For Clients with dedicated Account Management, their AM will be on call for any urgent matters outside of hours.
  • MySite is to ensure that the standards and procedures in this SLA are maintained.
  • MySite will attempt to rectify all incidents according to the targets in Section5.
  • MySite will ensure that all data transferred is encrypted through 128 bit SSL security.
Your Responsibilities

The responsibilities of you, as The Client are:

  • The Client is required to direct all support calls to the MySite Support Team on 1300 850 058 or by email – support@consultationmanager.com.
  • All calls to MySite should be placed by the affected user, not via a second party.
  • MySite will normally attempt to rectify the incident while on the telephone with the Client’s staff member. Staff members are required to follow MySiteSupport staff instructions during this resolution stage.
  • The Client acknowledges that while addressing incidents, the ConsultationManager software may become temporarily unavailable.

Service Level Targets

All service times quoted are based on a target that faults would be rectified or services restored within the defined time in 95% of all calls of that type. Regardless of the target, all work to rectify faults and restore services will be done as fast as reasonably possible.

If these targets are not met by MySite, the Client has the right to impose a credit towards their annual maintenance fees until services return to satisfactory levels.

Modifications, upgrades, development and configuration of the Consultation Management software will be negotiated, but the work to restore and fix the application will have priority at all times.

Incident class
Incident classTarget Fix Time
Critical4 Hours
High1 Day
Low3 Days
 
Security Levels
SeverityDefinitionDefinition
CriticalAn incident that impacts on the ability
of the organisation to conduct business.
The problem if unresolved will continue to
have an adverse effect on production/operations and/or safety.
Application unavailable
HighAn incident that has the potential to
impact the ability of the organisation
to conduct business.
Critical feature or function not working
LowAn incident that has an affect on
operations but does not halt the
ability for the organisation to conduct business.
Minor feature or function not working

 

Contacting Support

If you have any concerns or questions, please feel free to contact us using the details below:

Email: customersuccess@consultationmanager.com
Phone: 1300 850 058