Service Level Agreement
for Cybersecurity & Support Customers
Service Level Agreement (SLA)
for Cybersecurity & Support Customers
Document Owner: Wingu Technology, LLC
Effective Date: 04-12-2021
Version: | Date: | Description: | Product: | Author: |
---|---|---|---|---|
1.0 | 03-05-2021 | Service Level Agreement | Cybersecurity & Support | Calvin A. Levy |
1.1 | 04-12-2021 | Service Level Agreement | Cybersecurity & Support | Calvin A. Levy |
Table of Contents
1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Wingu Technology LLC and Wingu Technology Customers for the provisioning of IT services required to support and sustain Cybersecurity & Support.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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): Wingu Technology, LLC. (“Provider”)
- IT Customer(s): Wingu Technology 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 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: Wingu Technology, LLC
- Review Period: Bi-Yearly (6 months)
- Previous Review Date: n/a
- Next Review Date: 09-05-2021
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 telephone support
- Monitored email support
- Remote assistance using Remote Desktop and a Virtual Private Network where available
- Planned or Emergency Onsite assistance (extra costs apply)
- Monthly system health check
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
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 maintenance.
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.
6. Service Management
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:
6.1 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 within service area.
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:
Bronze SLA
- Within 4 hours (during business hours) for issues classified as
Critical priority. - Within 8 hours (during business hours) for issues classified as
High priority. - Within 72 hours for issues classified as
Medium priority. - Within 5 working days for issues classified as
Low priority.
Silver SLA
- Within 2 hours (during business hours) for issues classified as
Critical priority. - Within 6 hours (during business hours) for issues classified as
High priority. - Within 48 hours for issues classified as
Medium priority. - Within 4 working days for issues classified as
Low priority.
Gold SLA
- Within 1 hour (during business hours) for issues classified as
Critical priority. - Within 4 hours (during business hours) for issues classified as
High priority. - Within 24 hours for issues classified as
Medium priority. - Within 3 working days for issues classified as
Low priority.
Diamond SLA
- Within 20 minutes (during business hours) for issues classified as
Critical priority. - Within 2 hours (during business hours) for issues classified as
High priority. - Within 12 hours for issues classified as
Medium priority. - Within 2 working days for issues classified as
Low priority.
Platinum SLA
- Within 5 minutes (during business hours) for issues classified as
Critical priority. - Within 1 hour (during business hours) for issues classified as
High priority. - Within 4 hours for issues classified as
Medium priority. - Within 1 working days for issues classified as
Low priority.
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
6.3 Workstation Backups
In support of data backup 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. In addition, the outlined retention policies are in place per SLA policy.
Bronze SLA
- Within 4 hours (during business hours) for issues classified as
Critical priority. - Within 8 hours (during business hours) for issues classified as
High priority. - Within 72 hours for issues classified as
Medium priority. - Within 5 working days for issues classified as
Low priority. - Saved copy of files: Every 24 Hours
- Saved copies retained: 30
- Backups are Active: Sunday - Saturday
Silver SLA
- Within 2 hours (during business hours) for issues classified as
Critical priority. - Within 6 hours (during business hours) for issues classified as
High priority. - Within 48 hours for issues classified as
Medium priority. - Within 4 working days for issues classified as
Low priority. - Saved copy of files: Every 18 Hours
- Saved copies retained: 45
- Backups are Active: Sunday - Saturday
Gold SLA
- Within 1 hour (during business hours) for issues classified as
Critical priority. - Within 4 hours (during business hours) for issues classified as
High priority. - Within 24 hours for issues classified as
Medium priority. - Within 3 working days for issues classified as
Low priority. - Saved copy of files: Every 12 Hours
- Saved copies retained: 60
- Backups are Active: Sunday - Saturday
Diamond SLA
- Within 20 minutes (during business hours) for issues classified as
Critical priority. - Within 2 hours (during business hours) for issues classified as
High priority. - Within 12 hours for issues classified as
Medium priority. - Within 2 working days for issues classified as
Low priority. - Saved copy of files: Every 6 Hours
- Saved copies retained: 120
- Backups are Active: Sunday - Saturday
Platinum SLA
- Within 5 minutes (during business hours) for issues classified as
Critical priority. - Within 1 hour (during business hours) for issues classified as
High priority. - Within 4 hours for issues classified as
Medium priority. - Within 1 working days for issues classified as
Low priority. - Saved copy of files: Every 4 Hours
- Saved copies retained: 240
- Backups are Active: Sunday - Saturday
Data recoverability is based on retention policy confirmed via SLA.
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