Service Level Agreement

1. Agreement Overview
This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between RocketPhone Ltd and “Customer” for the provisioning of service support required to support and sustain the product or service.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all service support covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
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2. Goals & Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service support and delivery to the Customer by the Service Provider.
The goal of this Agreement is to obtain mutual agreement for service provision between RocketPhone and the Customer.
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.
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3. Periodic Review
This Agreement is valid until further notice. This Agreement will 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.
RocketPhone is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required and any changes will be communicated to all affected parties.
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4. Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
4.1. Service Scope
The following Services are covered by this Agreement;
Telephone support
Email support
Remote assistance using Remote Desktop and a Virtual Private Network where available
Planned or Emergency Onsite assistance (extra costs apply)
4.2. Service Support Fees
This agreement entitles the Customer to raise 10 service support cases per month where RocketPhone will commit to an initial response based on the service impact level outlined below.
Should the Customer require additional cases these will be charged in line with the Professional Services Cost, per number of days required to resolve the case provided that such Charges shall not apply where a) the additional cases do not arise from the same cause or otherwise relate to any of the initial ten cases that month, and/or b) the additional cases do not include bugs in the platform which the Customer would ordinarily expect RocketPhone to resolve under the Service Level Agreement.  
4.3. Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
Payment for additional support costs.
Reasonable availability of customer representative(s) when resolving a service related incident or request.
4.4. 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 maintenance.
4.5.Service Assumptions
Assumptions related to in-scope services and/or components include:
Changes to services will be communicated and documented to all stakeholders.
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5. 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.
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5.1. Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
Telephone support : 9:00 A.M. to 5:00 P.M. Monday - Friday
Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service
Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday - Friday
Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
Onsite assistance guaranteed within 72 hours during the business week
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5.2. 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:
Critical Impact: Response time within 4 hours of case being logged
High Impact: Response time within 8 hours of case being logged
Medium Impact: Response time within 24 hours of case being logged
Low Impact: Response time within 48 hours of case being logged
Incidents and/or requests shall be submitted by the customer from within the RocketPhone application.