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JT - Service Level Agreement

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Appendix B: Service Level Agreement

This Service Level Agreement (SLA) establishes the performance and reliability standards for the Managed Services provided by Just-Tech. It outlines the metrics by which service quality will be measured and defines the responsibilities of Just-Tech and the Client. This agreement is designed to ensure high levels of service performance and reliability, thereby enhancing client satisfaction and maintaining operational continuity.

Performance Metrics

The quality of service provided by Just-Tech will be measured according to the following
metrics:

  • Response Time: An initial response to any ticket submission within 30 minutes during business hours. This response will acknowledge receipt of the issue and provide a preliminary assessment when possible.
  • Resolution Time: Issues will be categorized based on severity levels, with the following targeted resolution times:
    • Priority 1 - Critical: System down or a critical business function is affected, causing significant business impact. To be resolved within 4 hours.
    • Priority 2 - High: Major functionality is impacted or significant performance degradation is experienced. The situation is having a significant impact on portions of the business and no reasonable workaround exists. To be resolved within 8 hours.
    • Priority 3 - Medium: System performance issue or bug affecting some but not all users. Moderate impact on business but workaround exists. To be
      resolved within 24 hours.
    • Priority 4 - Low: Minor issue affecting very few users. Low business impact and issue may be resolved in the next regular update. Requests for service, information, or documentation with no immediate impact on business operations. To be resolved within 4 days.

Adjustments for Uncontrollable Circumstances

In the event that resolution times as stated in this SLA are affected by external factors beyond the control of Just-Tech, including but not limited to third-party service failures, hardware supply delays, or major unforeseen events (force majeure), Just-Tech commits to:

  • Notifying the Client as soon as possible upon discovery of the issue affecting services.
  • Providing interim solutions where feasible to minimize impact on operations.
  • Maintaining transparent communication throughout the resolution process.
  • Documenting all relevant incident details and reviewing them post-resolution to assess potential preventive measures.

VIP Response Time

Just-Tech acknowledges the importance of timely support for VIP/senior staff members, particularly for urgent requests. The following response time requirements apply to support requests initiated by VIP staff:

  • Initial Response Time: Just-Tech will acknowledge receipt of a support request from designated VIP staff within 30 minutes. Urgent requests from VIPs must be noted as such in the initial request for support.
  • Resolution Time: Just-Tech will attempt to resolve support requests from designated VIP staff within 4 hours. If the issue cannot be resolved within this time frame, Just-Tech will provide a detailed status update and an estimated resolution time within the initial 4-hour window.
  • Priority Handling: Support requests from designated VIP staff will be treated with the highest priority and will be assigned to more experienced support personnel when necessary.

Client Responsibilities

In order to facilitate the smooth delivery of the Managed IT Services provided by Just-Tech, the Client agrees to fulfill the following  responsibilities:

  • Issue Reporting:
    • Promptly report issues and outages through designated channels
  • Access:
    • Provide Just-Tech with timely and adequate access to facilities and systems needed to perform service obligations, including physical, system, and remote access permissions.
  • Equipment Maintenance:
    • Warranty: Maintain all critical hardware and software under active warranty or service agreements.
  • Spare Equipment:
    • Keep spare equipment or ensure advance replacement coverage for core equipment like Firewalls and Switches, critical to business operations.
  • Communication:
    • Primary Contact: Designate a primary and a backup contact responsible for communications with Just-Tech, especially during outages.
  • VIP List:
    • Client will provide a short list of designated senior VIP staff members that will be used to identify which requests to prioritize as VIP requests. This list may be updated by the Client from time-to-time.

Just-Tech Responsibilities

Just-Tech is responsible for:

  • Maintaining the service availability as specified.
  • Providing timely support responses.
  • Regularly updating and maintaining the service to ensure performance and security standards are met.

Termination

Termination of the Technology Management Services follows Just-Tech's standard terms as outlined in Section 3: Term; Termination in the Framework Agreement governing the relationship between Just-Tech and the client.