Service Level Agreement

A formal agreement between the service provider and the customer that outlines the scope, quality, and responsibilities of support services provided.

The company or organisation that offers support services for the software, in this case, Cadgroup.

The individual or organization that has purchased or licensed the software and is entitled to receive support services under the SLA.

Assistance provided by the service provider to address usability issues by end users, login restrictions or general application use not related to customisations or backend development.

Service Provider support of software update notice by software manufacturer, review of software vendor release notices. Supporting customer in the review and impact of automated or upcoming version release or patch.

Support provided to help customers understand and utilise software features effectively.

The specific times during which the service provider’s support team is available to assist customers. This can be specified as business hours or 24/7 support.

The methods through which customers can contact the support team, such as phone, email, or an online support portal.

The maximum amount of time it takes for the service provider to acknowledge a customer’s support request.

The maximum amount of time it takes for the service provider to resolve a reported issue from the time it is acknowledged.

Categories used to classify the importance and impact of issues reported by customers. Common severity levels include:

• Critical: Complete system outage or major failure affecting all users.
• High: Significant functionality loss affecting a large number of users.
• Medium: Partial loss of functionality with an available workaround.
• Low: Minor issues, cosmetic defects, or general inquiries.

Software support outside of this the SLA, issue resolution will be managed through higher levels of delegation by the software manufacturer – responsiveness and resolution will be at the discretion of the software manufacturer. Cadgroup will liaise with the customer at the frequency provided by the software manufacturer and their support team.

Pre-planned maintenance activities conducted by the software manufacturer is up to the discretion of the software manufacturer deployment team. Cadgroup is not in control of scheduled maintenance by the software manufacturer, will act only on the behave of the customer within the limitation of Cadgroup reseller agreement, product specific.

Unplanned maintenance performed to address critical issues that require immediate attention. Customers are notified as soon as possible by the software manufacturer.

Specific conditions and scenarios under which the service provider is not obligated to provide support, such as issues caused by software manufacture, third-party software integrators or customer misuse.

The duration of the SLA and the conditions under which it can be terminated by either party.

Provisions to ensure that any proprietary or sensitive information exchanged between the service provider and the customer is kept confidential.

The requirement for the service provider to adhere to relevant laws and regulations, including data protection and privacy laws.

Metrics used to measure the performance and effectiveness of the support services provided, such as response times, resolution times, and customer satisfaction scores.

Conditions under which the SLA can be renewed upon expiration, including any automatic renewal clauses or notice periods required for termination.

Work conducted by Cadgroup hired by the customer to conduct custom development, report writing, scripts and integrations.

Cadgroup services relating to end-user training, group training, consultation to enable new front-end configuration, database and or data list import support.