JoinedUp Service Levels | JoinedUp by Beeline

Service Levels

Service Levels.

The EWP and Support Services shall comply with the following Service Levels throughout the Term of this Agreement. Each Service Level measurement shall be calculated on a complete calendar month basis.

Application SLA Number 1 – System Availability
Description	Detail
Service Level Standard and Description	Beeline shall manage and report System Availability excluding Force Majeure events Maintenance Windows. Beeline’s maintenance window for JoinedUp is Wednesday from 4:30am until 5:30am in local time zone (GMT in UK, GMT in Frankfurt, and EST in US). Beeline’s application may not be available during Maintenance Windows. The System Availability target is 99.9%.
Service Level Measurement	The measurement of System Availability will be a percentage of time measured over a calendar month during which Beeline’s EWP can be accessed during the calendar month. System Availability shall not include Maintenance Windows or any Force Majeure events.

Application SLA Number 2 – System Response Time (ASP Internal Page Loading)
Description	Detail
Service Level Standard and Description	The Page Load Time for ninety percent (90%) of qualified web page requests will be processed in two (2) seconds or less excluding qualified web pages received during Maintenance Windows or during Force Majeure events. Note: Although not covered in this SLA should it be perceived that the end-to-end response time from Client workstation to Beeline and back exceeds an average of 8 seconds, both parties will work to isolate the performance issue through normal problem resolution efforts.
Service Level Measurement	Time to respond to a Page Load request over the measurement period.

Application SLA Number 3 – Help Desk Support
Description	Detail
Service Level Standard and Description	Beeline will maintain a help desk system with personnel available 24 hours a day, 7 days per week. Client or Client’s Program Office is responsible for reporting any system issues or usability related questions related to the technology through Beeline’s Service Desk technology. Beeline will be responsible for assessing, prioritizing and resolving in accordance with the Severity Levels and Resolution targets below.
Service Level Measurement	Each properly reported incident will be logged into the Beeline Service Desk system for tracking and resolution. At Client’s request Beeline will provide Client with a report of activity which will provide monthly statistics.

SEVERITY LEVEL RESPONSE TIMES

Client shall reasonably cooperate and make information, systems and personnel available to assist Beeline in problem identification and resolution. Beeline shall use commercially reasonable best efforts to comply with specific target resolution times.

SEVERITY LEVEL	TICKET ESCALATION AND NOTIFICATIONS	TARGET RESOLUTION**	INITIAL RESPONSE TARGET	Status Updates
1	A service ticket is immediately escalated to a tier two senior product support specialist. A development ticket is entered and immediately escalated to the operations team. The operations team confirms the reported outage and immediately notifies all members of the Beeline management team, Client-site Beeline team members and appropriate network services and/or development team members. The development ticket is assigned to the appropriate team member(s) for resolution. All members of the Beeline management team can track its progress.	5 hours	30 minutes	Every 60 minutes
2	A service ticket is immediately escalated to a tier two senior product support specialist, who replicates and confirms the reported item and immediately opens and escalates a development ticket. The operations team confirms the reported critical item and immediately notifies all members of the Beeline management team, Client-site Beeline team members and appropriate network services and/or development team members. The development ticket is assigned to the appropriate team member(s) for resolution. All members of the Beeline management team can track its progress.	3 Business Days	1 hour	1 update every business day
3	A service ticket is immediately escalated to a tier two senior product support specialist, who replicates and confirms the reported item and immediately opens and escalates a development ticket. The operations team confirms the reported item and assigns the development ticket to the appropriate team member(s) for resolution. The recipient of the development ticket receives a notification. Client Services management monitors progress and resolution time of all level 3 items. *Level 3 items that require a code change will adhere to Beeline’s standard “hot fix” release cycle. “Hot fix” releases are done every Monday and Wednesday evening. The time spent awaiting Client testing for any code change that requires Client UAT testing prior to production deployment shall not count toward the target resolution time.	7 Business Days*	2 hours	Current updates made available to Client through access granted to Beeline’s Service Desk technology.
4	A service ticket is escalated to a tier two senior product support specialist, who replicates and confirms the reported item and opens and escalates a development ticket. The operations team confirms the reported high item and assigns the development ticket to the appropriate team member. The recipient of the development ticket receives a notification. Client Services management monitors progress and resolution time of all high items. *High items that require a code change will adhere to Beeline’s standard release cycle.	25 Business Days	1 Business Day	Current updates made available to Client through access granted to Beeline’s Service Desk technology.
5	No escalation occurs for non-severe items. No notifications occur for non-severe issues.	During initial communication		Current updates made available to Client through access granted to Beeline’s Service Desk technology.
Severity Level 1 – a Beeline production system is offline and/or does not function at all, and there is no circumvention for the problem. A significant number of users are affected, and the production business system is inoperable. Severity Level 2 – multiple users cannot perform essential Beeline functions and there is no acceptable alternative solution. Level 2 issues are normally represented by a system error preventing the function from being processed or completed. Configuration related errors or requested changes are not considered critical. Severity Level 3 – an essential Beeline function cannot be performed; however, the issue is isolated to either a single user or a single data element and/or there is an acceptable alternative solution. Note for data imports: All data imports into a client production environment are considered a Level 3 and can only be done by a tier two product support specialist. Once the support specialist receives a correctly completed data import template form from the requestor a ticket is created. If the import fails for any reason the support specialist will immediately return the rejected line items to the requestor with the rejection reason. The requestor must make any required data corrections and return the import. Target resolution starts upon receipt of data in a correct data format. If the file is returned due to data rejection the target resolution time resets. Severity Level 4 – the reported issue is not critical to the day-to-day operations of any single user, and there is an acceptable alternative solution. Severity Level 4 items are typically resolved through Beeline’s business case solution process or custom development process, as appropriate. Severity Level 5 –No escalation is required. Note for configuration changes & enhancements: Configuration changes and product enhancements are considered non-severe items. If any request for a configuration change and/or enhancement should come through product support, it will be classified as a Level 5 ticket and referred to Client’s account manager.

Escalation Path. Client may at their discretion escalate an item related to Problem Report severity classification or when an issue is not resolved within the target resolutions times set forth in item 3 using the following path:

Time after Expected Resolution Target	Severity Level  1	Severity Level 2	Severity Level 3	Severity Level 4	Non-Severity Level 5
Time after Expected Resolution Target	Severity Level  1	Severity Level 2	Severity Level Assessment Escalation
1 Hour	Support Team	Support Team	Support Team	Support Team	NA
2 Hours	Support Leadership	Support Leadership	Support Team	Support Team	NA
8 Hours	Support Leadership	Support Leadership	Support Team	Support Team	NA
12 Hours	Client Services Leadership	Support Leadership	Support Team	Support Team	NA
24 Hours	Client Services Leadership	Client Operations Manager	Support Leadership	Support Team	NA
48 Hours	Client Services Leadership	Client Services Leadership	Client Operations Manager	Support Leadership	NA