Service Level Agreement

Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Helixstorm and Customer for the proposed Managed Services.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.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

Objectives

The purpose of this Agreement is to ensure that the proper commitments are in place to provide consistent service support and delivery to the Customer by Helixstorm.

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 Customer.
  • Match perceptions of expected service provision with actual service support & delivery.
Stakeholders

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

  • IT Service Provider(s): Helixstorm (“Provider”)
  • IT Customer: Customer
Periodic Review

This SLA Agreement is valid from the Effective Date of agreement and is valid until termination of this SLA or mutual written amendment by the parties. 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 Helixstorm Account Manager 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 Account Manager will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

Service Scope

Remote Care assistance guaranteed within 8 hours during the normal business week 8-5 Monday-Friday.

Service Requests

In support of the Managed Services covered by this Agreement, the Service Provider will respond to and resolve service related incidents and/or requests submitted by Customer or discovered by Service Provider within the following time frames based upon the following severity level classifications determined by Customer:

  • Emergency Response Time – 4 hours for Remote Care and 1 hour for Total Care
  • Standard Response Time – 8 hours for Remote Care and 4 hours for Total Care
  • Onsite Support – 2 hour minimum for Remote Care and Total Care
Remote Care Help Desk

Remote assistance guaranteed within 8 hours during the business week

Telephone help desk support will be available 8:00 A.M. to 5:00 P.M PST. Monday – Friday

Emergency calls received out of office hours will be forwarded to a mobile phone and will be responded to within 4 hours

Email support: Monitored Monday – Friday 8:00 A.M. to 5:00 P.M. PST

Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day