Service Level Agreement for Audio Conferencing and Collaboration




1. CONDITIONS & EXCLUSIONS



1.1 This SLA sets out the Service Levels applicable to the DepositionConferencing.Com (DCCS) Services and the remedies the Client might be entitled to receive in case of failure by DepositionConferencing.Com to meet such Levels. The amount of the penalties cannot be defined in advance and vary in accordance with the actual failure by DepositionConferencing.Com, as well as with the effective use of the services by customer.

1.2 The sole remedy for failure by DepositionConferencing.Com to meet the SLA guarantees are   specified below and no additional guarantees or warranties of any kind shall apply to Services delivered under the Agreement 

1.3 In no event will the Client be entitled to receive any credits or other remedies for non-achievement of any Service Level if such non achievement was caused by a Force Majeure event, Scheduled Maintenance, environmental conditions, power outages, or by any act or omission of the Client or any Client-authorized user of the Conferencing Service 

1.4 The total amount of the penalties payable by DepositionConferencing.Com in relation to all incidents regarding DepositionConferencing.Com Services, arising in any one calendar month, is limited to 10% of the monthly invoice. 

1.5 For the avoidance of doubt, this SLA does not cover DepositionConferencing.Com Event or Webex or Microsoft “Live Meeting”.



2. DEFINITIONS



INCIDENT              
Any event that is not part of the standard operation of a service and that causes, or may cause, an interruption to, or a reduction in, the quality of that service

NOTIFICATION          
Opening of a Case (=ticket) by customer calling DepositionConferencing.Com Customer Service to report an incident.

SEVERITY      
A measure of the effect of an Incident

S1                    
Complete outage for one service (service completely down) 

S2                    
Partial outage for one service without available workaround (Resulting in service operating in degraded mode) 

S3                    
Non customer impacting outage/incident or pro active alarm, or incident having available workaround allowing continuity of service delivered (All major functionality of the service are operating, impacting potentially one single user for the first time) 

S4                    
Request for Information 


WORK-AROUND      
Method of avoiding an incident or problem, either from a temporary fix or through access to an alternative service  


DOWNTIME      
Total period that a service or component is not operational, within agreed service times

MEAN TIME TO      
Average time between the occurrence of a fault and the service recovery,

REPAIR (MTTR)      
also known as the downtime. It is the sum of the detection time, and the resolution time. This metric relates to the recoverability and serviceability of the service

CHANGE              
The process of controlling Changes to the infrastructure or any aspect of MANAGEMEN services, in a controlled manner, enabling approved Changes with minimum disruption

PLANNED MAINTENANCE  
Scheduled Change   Management   performed   during   DepositionConferencing.Com   Change Management Time Windows

EMERGENCY MAINTENANCE
 
Change Management perform




3. SERVICE SLA FOR MANAGEMENT OF CLIENT ACCOUNT



3.1 INDIVIDUAL ACCOUNT CREATION

PURPOSE
Request for one single account creation for Collaboration audio and/or web with a limit of 4 distinct requests within one business day (More request by day is considered as bulk Account Creation)
DCCS COMMITMENT
One Business Day. The  operating  hours  are  that  of  the  DepositionConferencing.Com Customer Service receiving the request
CALCULATION
Duration of all requests completed during referring month
PENALTIES ASSOCIATED
50% discount on one off charge for account creation shall the account is not created within defined deadline
EXCLUSIONS
Creation part of a Project Missing mandatory data to process request WebEx and LVM account creations



3.2 INDIVIDUAL ACCOUNT CHANGE REQUEST 

PURPOSE
Request for one single account change for Collaboration audio and/or web with a limit of 4 distinct requests within one business day (More request by day is considered as bulk Account Change Request)
DCCS COMMITMENT
One Business Day. The  operating  hours  are  that  of  the  Deposition Conferencing.com Customer Service receiving the request
CALCULATION
Duration of all requests completed during referring month
PENALTIES ASSOCIATED
50% discount on one off charge for account change request shall the change is not performed within defined deadline
EXCLUSIONS
Change Request part of a Project Missing mandatory data to process request WebEx and LVM change requests 


 
3.3 INDIVIDUAL ACCOUNT TERMINATION 

PURPOSE
Account Termination request for Collaboration audio and/or web with a limit of 4 distinct requests within one business day (More request by day is considered as bulk Account Termination Request)
DCCS COMMITMENT
One Business Day. The  operating  hours  are  that  of  the  DepositionConferencing.Com Customer Service receiving the request
CALCULATION
Duration of all requests completed during referring month
PENALTIES ASSOCIATED
50% discount on one off charge for account change request shall the change is not performed within defined deadline
 
EXCLUSIONS
Termination Request part of a Project Missing mandatory data to process request WebEx and LVM change requests
 


3.4 BULK ACCOUNT CREATION

PURPOSE
Multiple user access request for Collaboration audio and/or web. Request  for  account  creation  with attached  form  including all requested account, or more than 4 request received the same day
DCCS COMMITMENT
5 Business Day by group of 20 accounts. The  operating  hours  are  that  of  the DepositionConferencing.Com Customer Service receiving the request
CALCULATION
Duration of all requests completed during referring month
PENALTIES ASSOCIATED
50% discount on one off charge for account change request shall the change is not performed within defined deadline
EXCLUSIONS
Bulk Creation part of a Project
Missing mandatory data to process request
WebEx and LVM account creations


3.5 BULK ACCOUNT CHANGE REQUEST

PURPOSE
Multiple user change request for Collaboration audio and/or web. 
Request  for  account  creation  with  attached  form  including  all
requested account, or more than 4 request received the same day
DCCS COMMITMENT
5 Business Day by group of 20 accounts.
The  operating  hours  are  that  of  the  DepositionConferencing.Com Customer  Service receiving the request
CALCULATION
Duration of all requests completed during referring month
PENALTIES ASSOCIATED
50% discount on one off charge for account change request shall the change is not performed within defined deadline
EXCLUSIONS
Accounts creation part of a Project 
Missing mandatory data to process request WebEx and LVM change requests 



 






3.6 BULK ACCOUNT TERMINATION 

PURPOSE
Multiple account termination request for Collaboration audio and/or web. Request  for  account  creation with  attached  form  including all requested account, or more than 4 request received the same day
DCCS
3 Business Day by group of 20 accounts.
COMMITMENT
The  operating  hours  are  that  of  the  DepositionConferencing.Com Customer  Service Receiving the request
CALCULATION
Duration of all requests completed during referring month
PENALTIES ASSOCIATED
50% discount on one off charge for account change request shall the change is not performed within defined deadline
EXCLUSIONS
Termination Request part of a Project
Missing mandatory data to process request WebEx and LVM change requests 



4. SERVICE OPERATIONS SLA 


4.1 LIVE ASSISTANCE 

PURPOSE
Average wait time when contacting DCCS Customer Service on a 24x7x365 basis for :
Pin code assistance while trying to enter conference shall the user does not successfully automatically join using given PIN code 
When dialing *0 to get operator assistance during a conference call 
CALCULATION    
Monthly average wait time for each category 
DCCS COMMITMENT
DCCS will maintain monthly average wait times of, or less than:
20 seconds for PIN code assistance in 90% of requests
30 seconds for *0 assistance in 90% of requests
Pin Assistance : *0 Requests
PENALTIES ASSOCIATED
20s-30s 0.5% of monthly invoice
30s-45s 0.5% of monthly invoice
30s-60s 1% of monthly invoice
45s-60s 1% of monthly invoice
>60s 2% of monthly invoice
>60s 2% of monthly invoice
EXCLUSIONS
none 






4.2 SERVICE AVAILABILITY
 

PURPOSE
Up Time for purchased service(s)
CALCULATION
Monthly Service Availability of, or higher than 99.5%


DCCS COMMITMENT
Monthly Service Availability in
PENALTIES ASSOCIATED
99.5%-99.0% 2% of monthly invoice
99.0%-97.0% 3% of monthly invoice
97.0%-95.0% 4% of monthly invoice
<95% 10% of monthly invoice Change Maintenance (All Categories) Customer Related Outage 



4.3 INCIDENT RESPONSE TIME 

PURPOSE
Incident  Response  Time  for  a  given  incident  is  the  Duration  in between the  following  two  DCCS Incident Management Process events :
o   Incident Notification 
o   Acknowledgement (incident assigned to Service Operations Agent) 
 
 
CALCULATION
DCCS commits on Monthly Incident Response Time (MIRT) for S1 and S2 incident 


DCCS COMMITMENT
S1 Incidents : MIRT S1 equals or less than 30 minutes 
S2 Incidents : MIRT S2 equals or less than 2 hours 
 

PENALTIES ASSOCIATED
MIRT S1
30min-60min 1% of monthly invoice
>60min 1.5% of monthly invoice
MIRT S2
2h-4h 1% of monthly invoice
>4h 1.5% of monthly invoice

EXCLUSIONS
Notified Outages






4.4 MEAN TIME TO REPAIR
 

PURPOSE
Monthly average time to repair service for S1 and S2 notified incidents



DCCS COMMITMENT    
S1 Incidents : MTTR S1 equals or less than 4 hours
                  S2 Incidents : MTTR S2 equals or less than 1 business day (bd) MTTR S1
PENALTIES ASSOCIATED
4h-8h 1% of monthly invoice
>8h 1.5% of monthly invoice
MTTR S2
1bd-2bd 1% of monthly invoice
>2bd 1.5% of monthly invoice
 

EXCLUSIONS
Notified Outages by DCCS to Customer in a case of a technical incident
incident having Estimated Restore Time provided by DCCS Incident linked to emergency or planned maintenance
 

 

 

 

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