Our Service Level Agreement
Introduction and Purpose
This Service Level Agreement (SLA) is made between Team Recovery Technologies ("Service Provider") and [Customer Name] ("Customer").
The purpose of this SLA is to define the level of service and support that the Customer will receive from the Service Provider, ensuring clarity and mutual understanding of the expectations and responsibilities of both parties.
Definitions
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Service(s): The custom, white-labeled mobile app provided by Team Recovery Technologies to behavioral health providers.
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Uptime: The percentage of time the Service is operational and accessible to the Customer, excluding planned maintenance and force majeure events.
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Incident: Any event that disrupts, or could disrupt, the normal operation of the Service.
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Response Time: The time taken by the Service Provider to acknowledge the Customer's report of an Incident.
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Resolution Time: The time taken by the Service Provider to resolve an Incident.
Scope of Service
Team Recovery Technologies will provide the following services to the Customer:
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Access to the custom, white-labeled mobile app.
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Regular updates and enhancements to the Service.
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Customer support as detailed in this SLA.
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Data backup and recovery services.
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Implementation of the mobile app tailored to the Customer’s needs.
Service Availability and Performance Metrics
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Uptime Guarantee: Team Recovery Technologies guarantees a minimum of 99.5% uptime per calendar month.
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Performance Metrics:
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Incident Response Time: Critical (P1) incidents will be acknowledged within 4 business hours.
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Incident Resolution Time: Critical (P1) incidents will be resolved within 24 hours or will be escalated with proper communication.
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Customer Support and Escalation Process
In the event of an incident or service disruption, the following escalation process will be followed to ensure timely resolution and communication:
1. Initial Response and Triage:
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Upon detection or notification of an issue, our support team will acknowledge and begin triage within 30 minutes.
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The issue will be categorized by severity, with priority levels assigned as follows:
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Priority 1 (Critical): Complete service outage affecting all users.
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Priority 2 (High): Significant functionality loss affecting a large portion of users.
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Priority 3 (Medium): Limited functionality or performance issues affecting some users.
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Priority 4 (Low): Minor issues or cosmetic defects with minimal impact.
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2. Escalation Thresholds:
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If an issue remains unresolved beyond the specified time frame for its priority level, it will be escalated to the next level of support. The time frames are as follows:
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Priority 1: Escalation after 1 hour.
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Priority 2: Escalation after 4 hours.
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Priority 3: Escalation after 8 hours.
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Priority 4: Escalation after 24 hours.
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3. Escalation Contacts:
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The escalation chain includes the following contacts:
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Level 1: Support Team Lead
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Level 2: Technical Project Manager
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Level 3: Vice President
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Level 4: Chief Technology Officer
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4. Communication and Updates:
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Regular updates will be provided to the affected parties at specified intervals, e.g., every hour until the issue is resolved.
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Major incidents may trigger additional communications through email, dashboard alerts, and status page updates.
5. Resolution and Post-Incident Review:
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Once resolved, a post-incident review will be conducted to analyze the root cause, response effectiveness, and areas for improvement. A report will be shared with the relevant stakeholders within 48 hours.
6. Delete Feature Request Handling:
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Requests for the deletion of specific features will be addressed within 48 hours. If the request is critical, it will be escalated to the appropriate support level immediately.
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The decision to delete a feature will be communicated to the requester, including the timeline and any potential impact on other services.
Maintenance and Updates
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Scheduled Maintenance: Regular maintenance will be performed during Sundays from 2 AM to 4 AM MST. Customers will be notified 48 hours in advance.
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Emergency Maintenance: In the event of critical issues requiring immediate attention, emergency maintenance may be conducted with minimal notice.
Security and Data Protection
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Data Security: Team Recovery Technologies will implement industry-standard security measures to protect Customer data, including encryption, access controls, and regular security audits.
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Data Backup: Regular backups will be performed to ensure data integrity and availability in case of data loss.
Responsibilities of the Customer
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Ensure timely payment for the Service as per the agreed terms.
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Maintain the confidentiality of login credentials and promptly report any security breaches.
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Provide accurate and complete information to assist in incident resolution.
Service Credits and Penalties
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Service Credits: If Team Recovery Technologies fails to meet the uptime guarantee, the Customer will be entitled to service credits as follows:
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Uptime below 99.5%: 5% service credit.
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Uptime below 99%: 10% service credit.
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Penalties: In case of repeated SLA breaches, the Customer may terminate the agreement without incurring any penalties.
Review and Amendments
This SLA will be reviewed annually or as required to ensure it continues to meet the needs of both parties. Any amendments must be mutually agreed upon and documented in writing.
Termination and Renewal
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Termination: Either party may terminate this SLA with 30 days' notice. Termination for cause can occur if there is a material breach of the SLA that is not remedied within 15 days.
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Renewal: This SLA will automatically renew for successive one-year periods unless either party provides notice of non-renewal at least 30 days before the end of the current term.
Confidentiality
Both parties agree to maintain the confidentiality of all proprietary information and data exchanged under this SLA. This obligation will survive the termination of the SLA.
Dispute Resolution
Any disputes arising from this SLA will be resolved through mediation, arbitration, or litigation as agreed upon by both parties.
Miscellaneous
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Governing Law: This SLA will be governed by and construed in accordance with the laws of Utah.
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Entire Agreement: This SLA constitutes the entire agreement between the parties regarding its subject matter and supersedes all prior agreements and understandings.