{"id":2360,"date":"2024-11-28T03:56:17","date_gmt":"2024-11-28T03:56:17","guid":{"rendered":"https:\/\/sparkminds.net\/?page_id=2360"},"modified":"2025-02-17T08:26:29","modified_gmt":"2025-02-17T08:26:29","slug":"2360-2","status":"publish","type":"page","link":"https:\/\/sparkminds.net\/vi\/2360-2\/","title":{"rendered":"Service Level Agreement (SLA)"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"2360\" class=\"elementor elementor-2360\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5254a14 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5254a14\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-adf7d20\" data-id=\"adf7d20\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-28e14da elementor-widget elementor-widget-heading\" data-id=\"28e14da\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">1. Agreement Overview<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1dbabf3 elementor-widget elementor-widget-text-editor\" data-id=\"1dbabf3\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>This Agreement represents a Service Level Agreement (\u201cSLA\u201d or \u201cAgreement\u201d) between <b>SPARKMINDS J.S.C<\/b> <span data-contrast=\"auto\">and <b>&lt;client name&gt;<\/b> for the provisioning of IT services required to support and sustain the product or service.\u00a0<\/span><\/p><p>This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.<\/p><p>This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f1c3918 elementor-widget elementor-widget-heading\" data-id=\"f1c3918\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">2. Goals &amp; Objectives<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-69d41f0 elementor-widget elementor-widget-text-editor\" data-id=\"69d41f0\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The <\/span><b><span data-contrast=\"auto\">purpose<\/span><\/b><span data-contrast=\"auto\"> of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).\u00a0<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559685&quot;:360}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">The <\/span><b><span data-contrast=\"none\">goal<\/span><\/b><span data-contrast=\"none\"> of this Agreement is to <\/span><span data-contrast=\"auto\">obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559685&quot;:360,&quot;469777462&quot;:[4320,8640],&quot;469777927&quot;:[0,0],&quot;469777928&quot;:[3,4]}\">\u00a0<\/span><\/p><p><span data-contrast=\"none\">The <\/span><b><span data-contrast=\"none\">objectives<\/span><\/b><span data-contrast=\"none\"> of this Agreement are to:<\/span><span data-ccp-props=\"{&quot;335559685&quot;:360}\">\u00a0<\/span><\/p><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:1080,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"2\"><span data-contrast=\"auto\">Provide clear reference to service ownership, accountability, roles and\/or responsibilities.<\/span><span data-ccp-props=\"{&quot;469777462&quot;:[4320,8640],&quot;469777927&quot;:[0,0],&quot;469777928&quot;:[3,4]}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:1080,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"2\"><span data-contrast=\"auto\">Present a clear, concise and measurable description of service provision to the customer.<\/span><span data-ccp-props=\"{&quot;469777462&quot;:[4320,8640],&quot;469777927&quot;:[0,0],&quot;469777928&quot;:[3,4]}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"10\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:1080,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"2\"><span data-contrast=\"auto\">Match perceptions of expected service provision with actual service support &amp; delivery.<\/span><span data-ccp-props=\"{&quot;469777462&quot;:[4320,8640],&quot;469777927&quot;:[0,0],&quot;469777928&quot;:[3,4]}\">\u00a0<\/span><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-59571b8 elementor-widget elementor-widget-heading\" data-id=\"59571b8\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">3. Stakeholders<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-76f1168 elementor-widget elementor-widget-text-editor\" data-id=\"76f1168\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the <\/span><b><span data-contrast=\"auto\">primary<\/span><\/b> <b><span data-contrast=\"auto\">stakeholders<\/span><\/b><span data-contrast=\"auto\"> associated with this SLA:<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559685&quot;:360}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">IT Service Provider(s): SPARKMINDS J.S.C<\/span><\/b> <span data-contrast=\"none\">(\u201cProvider\u201d)<\/span><span data-ccp-props=\"{&quot;335559685&quot;:1080}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">IT Customer(s):<\/span><\/b> <b><span data-contrast=\"none\">&lt;client name&gt;<\/span><\/b> <span data-contrast=\"none\">(\u201cCustomer\u201d)<\/span><span data-ccp-props=\"{&quot;335559685&quot;:1080}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c5fdb6 elementor-widget elementor-widget-heading\" data-id=\"9c5fdb6\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">4. Periodic Review<\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-801beed elementor-widget elementor-widget-text-editor\" data-id=\"801beed\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">This Agreement is valid from the <\/span><b><span data-contrast=\"auto\">Effective Date <\/span><\/b><span data-contrast=\"auto\">outlined herein and is valid until further notice. 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.\u00a0<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559685&quot;:360}\">\u00a0<\/span><\/p><p><span data-contrast=\"auto\">The <\/span><b><span data-contrast=\"auto\">Business Relationship Manager<\/span><\/b><span data-contrast=\"auto\"> (\u201cDocument Owner\u201d) 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 Document Owner will incorporate all subsequent revisions and obtain mutual agreements \/ approvals as required.\u00a0<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559685&quot;:360}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">Business Relationship Manager:<\/span><\/b> <b><span data-contrast=\"none\">SPARKMINDS J.S.C<\/span><\/b><span data-ccp-props=\"{&quot;335559685&quot;:720}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">Review Period: Yearly<\/span><\/b><span data-ccp-props=\"{&quot;335559685&quot;:720}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">Previous Review Date:<\/span><\/b> <span data-contrast=\"none\">05-09-2023<\/span><span data-ccp-props=\"{&quot;335559685&quot;:720}\">\u00a0<\/span><\/p><p><b><span data-contrast=\"auto\">Next Review Date<\/span><\/b><b><span data-contrast=\"none\">:<\/span><\/b><span data-contrast=\"none\"> 05-09-2024<\/span><span data-ccp-props=\"{&quot;335559685&quot;:720}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cd9afda elementor-widget elementor-widget-heading\" data-id=\"cd9afda\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">5. Service Agreement <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dec05b2 elementor-widget elementor-widget-text-editor\" data-id=\"dec05b2\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"none\">The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.\u00a0<\/span><\/p><p><strong>5.1. Service Scope\u00a0<\/strong><\/p><p style=\"padding-left: 40px;\"><span data-contrast=\"auto\">The following Services are covered by this Agreement.\u00a0<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559685&quot;:792}\">\u00a0<\/span><\/p><ul><li style=\"list-style-type: none;\"><ul><li data-leveltext=\"o\" data-font=\"Courier New\" data-listid=\"13\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:1440,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Courier New&quot;,&quot;469769242&quot;:[9675],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;o&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"2\"><span data-contrast=\"auto\">Ad-hoc chat support<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><li data-leveltext=\"o\" data-font=\"Courier New\" data-listid=\"13\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:1440,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Courier New&quot;,&quot;469769242&quot;:[9675],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;o&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"2\"><span data-contrast=\"auto\">Monitored email support<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><li data-leveltext=\"o\" data-font=\"Courier New\" data-listid=\"13\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:1440,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Courier New&quot;,&quot;469769242&quot;:[9675],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;o&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"2\"><span data-contrast=\"auto\">Remote assistance using Remote Desktop<\/span><span data-ccp-props=\"{&quot;134245418&quot;:true,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/li><li data-leveltext=\"o\" data-font=\"Courier New\" data-listid=\"13\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:1440,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Courier New&quot;,&quot;469769242&quot;:[9675],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;o&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"2\"><span data-contrast=\"auto\">Planned or Emergency Onsite assistance (extra costs apply)<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><li data-leveltext=\"o\" data-font=\"Courier New\" data-listid=\"13\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:1440,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Courier New&quot;,&quot;469769242&quot;:[9675],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;o&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"2\"><span data-contrast=\"auto\">Monthly system health check<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><\/li><\/ul><p><strong>5.2. Customer Requirements\u00a0<\/strong><\/p><p style=\"padding-left: 40px;\"><b><span data-contrast=\"auto\">Customer<\/span><\/b><span data-contrast=\"auto\"> responsibilities and\/or requirements in support of this Agreement include:\u00a0<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559685&quot;:792}\">\u00a0<\/span><\/p><ul><li style=\"list-style-type: none;\"><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;singleLevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Payment for all support costs at the agreed interval.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:1440,&quot;469777462&quot;:[360,1440],&quot;469777927&quot;:[0,0],&quot;469777928&quot;:[0,8]}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;singleLevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Reasonable availability of customer representative(s) when resolving a service-related incident or request.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:1440,&quot;469777462&quot;:[360,1440],&quot;469777927&quot;:[0,0],&quot;469777928&quot;:[0,8]}\">\u00a0<\/span><\/li><\/ul><\/li><\/ul><p><strong>5.3. Service Provider Requirements\u00a0<\/strong><\/p><p style=\"padding-left: 40px;\"><b><span data-contrast=\"auto\">Service Provider<\/span><\/b><span data-contrast=\"auto\"> responsibilities and\/or requirements in support of this Agreement include:\u00a0<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559685&quot;:792}\">\u00a0<\/span><\/p><ul><li style=\"list-style-type: none;\"><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;singleLevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Meeting response times associated with service-related incidents.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:1440,&quot;469777462&quot;:[360,1440],&quot;469777927&quot;:[0,0],&quot;469777928&quot;:[0,8]}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;singleLevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">Appropriate notification to Customer for all scheduled maintenance.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:1440,&quot;469777462&quot;:[360,720,1080],&quot;469777927&quot;:[0,0,0],&quot;469777928&quot;:[0,0,8]}\">\u00a0<\/span><\/li><\/ul><\/li><\/ul><p><strong>5.4. Service Assumptions\u00a0<\/strong><\/p><p style=\"padding-left: 40px;\"><span data-contrast=\"auto\">Assumptions related to in-scope services and\/or components include:<\/span><span data-ccp-props=\"{&quot;335559685&quot;:792}\">\u00a0<\/span><\/p><ul><li style=\"list-style-type: none;\"><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"6\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;singleLevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Changes to services will be communicated and documented to all stakeholders.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:1440}\">\u00a0<\/span><\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8d8ccb3 elementor-widget elementor-widget-heading\" data-id=\"8d8ccb3\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">6. Service Management <\/h3>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ad4d4df elementor-widget elementor-widget-text-editor\" data-id=\"ad4d4df\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559685&quot;:360}\">\u00a0<\/span><\/p><p><strong>6.1. Service Availability\u00a0<\/strong><\/p><p style=\"padding-left: 40px;\"><span data-contrast=\"auto\">Coverage parameters specific to the service(s) covered in this Agreement are as follows:<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559685&quot;:792}\">\u00a0<\/span><\/p><ul><li style=\"list-style-type: none;\"><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"9\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:1080,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">Chat support: 8:30 A.M. to 6:00 P.M. Monday \u2013 Friday<\/span><span data-ccp-props=\"{&quot;335559685&quot;:1512,&quot;335559991&quot;:792,&quot;469777462&quot;:[1080,1152],&quot;469777927&quot;:[0,0],&quot;469777928&quot;:[0,8]}\">\u00a0<\/span><\/li><\/ul><\/li><\/ul><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li data-leveltext=\"o\" data-font=\"Courier New\" data-listid=\"9\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:2160,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Courier New&quot;,&quot;469769242&quot;:[9675],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;o&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"2\"><span data-contrast=\"auto\">Request received out of office hours or weekend will be collected, and best efforts will be made to answer \/ action the request.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><\/li><\/ul><\/li><\/ul><ul><li style=\"list-style-type: none;\"><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"9\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:1080,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Email support: Monitored 8:30 A.M. to 6:00 P.M. Monday \u2013 Friday<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><\/li><\/ul><ul><li style=\"list-style-type: none;\"><ul><li style=\"list-style-type: none;\"><ul><li data-leveltext=\"o\" data-font=\"Courier New\" data-listid=\"9\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:2160,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Courier New&quot;,&quot;469769242&quot;:[9675],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;o&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"2\"><span data-contrast=\"auto\">Emails received outside of office hours or weekend will be collected, and best efforts will be made to answer \/ action the request.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><\/li><\/ul><\/li><\/ul><ul><li style=\"list-style-type: none;\"><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"9\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:1080,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Onsite assistance guaranteed within 1 week from request approved.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li><\/ul><\/li><\/ul><p><strong>6.2. Service Requests\u00a0<\/strong><\/p><p style=\"padding-left: 40px;\"><span data-contrast=\"none\">In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and\/or requests submitted by the Customer <\/span><span data-contrast=\"auto\">within the following time frames:\u00a0<\/span><span data-ccp-props=\"{&quot;335551550&quot;:6,&quot;335551620&quot;:6,&quot;335559685&quot;:792}\">\u00a0<\/span><\/p><ul><li style=\"list-style-type: none;\"><ul><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;singleLevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">0-8 hours (during business hours) for issues classified as <\/span><b><span data-contrast=\"auto\">High<\/span><\/b><span data-contrast=\"auto\"> priority.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:1512,&quot;469777462&quot;:[360,1512],&quot;469777927&quot;:[0,0],&quot;469777928&quot;:[0,8]}\">\u00a0<\/span><\/li><li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"7\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:360,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;singleLevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">Within 24 hours for issues classified as <\/span><b><span data-contrast=\"auto\">Medium\/Low<\/span><\/b><span data-contrast=\"auto\"> priority.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:1512,&quot;469777462&quot;:[360,1512],&quot;469777927&quot;:[0,0],&quot;469777928&quot;:[0,8]}\">\u00a0<\/span><\/li><\/ul><\/li><\/ul><p style=\"padding-left: 40px;\"><span data-contrast=\"auto\">Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.<\/span><span data-ccp-props=\"{&quot;335559685&quot;:720}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-dccfcdf elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"dccfcdf\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-113d52c\" data-id=\"113d52c\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-294593c elementor-widget elementor-widget-text-editor\" data-id=\"294593c\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong><span class=\"TextRun SCXW245538848 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW245538848 BCX0\">Severity Level Guidelines<\/span><\/span><span class=\"EOP SCXW245538848 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:2,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559740&quot;:420,&quot;335559991&quot;:30}\">\u00a0<\/span><\/strong><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-413ea0f elementor-hidden-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"413ea0f\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-c94b414\" data-id=\"c94b414\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-819c981 elementor-widget elementor-widget-text-editor\" data-id=\"819c981\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p style=\"text-align: center;\"><span class=\"TextRun SCXW250426966 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW250426966 BCX0\"><b>Severity Level<\/b><\/span><\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-fe6c936\" data-id=\"fe6c936\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-df7f9b4 elementor-widget elementor-widget-text-editor\" data-id=\"df7f9b4\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p style=\"text-align: center;\"><b><span class=\"TextRun SCXW242179973 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW242179973 BCX0\">Definition<\/span><\/span><span class=\"EOP SCXW242179973 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:2,&quot;335551550&quot;:2,&quot;335551620&quot;:2,&quot;335559738&quot;:14,&quot;335559740&quot;:420}\">&nbsp;<\/span><\/b><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-5ce9cef elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5ce9cef\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-4ce8cd9\" data-id=\"4ce8cd9\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6cb380f elementor-widget elementor-widget-text-editor\" data-id=\"6cb380f\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p style=\"text-align: center;\"><span class=\"TextRun SCXW250426966 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW250426966 BCX0\"><b>High<\/b><\/span><\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-9fe72b7\" data-id=\"9fe72b7\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e01b082 elementor-widget elementor-widget-text-editor\" data-id=\"e01b082\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span data-contrast=\"none\">A critical problem in which the product\/service are down, inoperable, inaccessible, or unavailable, (ii) otherwise materially cease operation, or<\/span><span data-ccp-props=\"{&quot;201341983&quot;:2,&quot;335559738&quot;:14,&quot;335559740&quot;:420}\">\u00a0<\/span><span data-contrast=\"none\">(iii) perform or fail to perform to prevent useful work from being done.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:2,&quot;335559740&quot;:420}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-4e20f66 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4e20f66\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-6a40158\" data-id=\"6a40158\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b718552 elementor-widget elementor-widget-text-editor\" data-id=\"b718552\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong><span class=\"TextRun SCXW90164136 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW90164136 BCX0\">Medium<\/span><\/span><\/strong><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-7057b75\" data-id=\"7057b75\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7f52fb7 elementor-widget elementor-widget-text-editor\" data-id=\"7f52fb7\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"NormalTextRun SCXW170557116 BCX0\">A problem in which the <\/span><span class=\"NormalTextRun SCXW170557116 BCX0\">product\/service<\/span><span class=\"NormalTextRun SCXW170557116 BCX0\"> and the hosting environment (<\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW170557116 BCX0\">i<\/span><span class=\"NormalTextRun SCXW170557116 BCX0\">) are severely limited or major functions are performing improperly, and the situation is significantly <\/span><span class=\"NormalTextRun SCXW170557116 BCX0\">impacting<\/span><span class=\"NormalTextRun SCXW170557116 BCX0\"> certain portions of Users\u2019 operations or productivity, or (ii) have been interrupted but recovered, and there is <\/span><span class=\"NormalTextRun SCXW170557116 BCX0\">high risk<\/span><span class=\"NormalTextRun SCXW170557116 BCX0\"> of recurrence.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-685c1ac elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"685c1ac\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-no\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-302b0a4\" data-id=\"302b0a4\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-c0b9c13 elementor-widget elementor-widget-text-editor\" data-id=\"c0b9c13\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p style=\"text-align: center;\"><strong><span class=\"TextRun SCXW90164136 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW90164136 BCX0\">Low<\/span><\/span><\/strong><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-414a576\" data-id=\"414a576\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-294d6b5 elementor-widget elementor-widget-text-editor\" data-id=\"294d6b5\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW121638737 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW121638737 BCX0\">A minor or cosmetic problem with the <\/span><span class=\"NormalTextRun SCXW121638737 BCX0\">product\/service<\/span><span class=\"NormalTextRun SCXW121638737 BCX0\"> that (<\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW121638737 BCX0\">i<\/span><span class=\"NormalTextRun SCXW121638737 BCX0\">) is an irritant, affects non-essential functions, or has minimal operations impact, (ii) is localized or has isolated impact, (iii) is a nuisance, (iv) results in visual errors, or (v) is otherwise not Severity 1 or Severity 2, but represents a failure of <\/span><span class=\"NormalTextRun SCXW121638737 BCX0\">product\/service<\/span><span class=\"NormalTextRun SCXW121638737 BCX0\"> to conform to specifications.<\/span><\/span><span class=\"EOP SCXW121638737 BCX0\" data-ccp-props=\"{&quot;201341983&quot;:2,&quot;335559738&quot;:14,&quot;335559740&quot;:420}\">\u00a0<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-562b783 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"562b783\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-2e4474d\" data-id=\"2e4474d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0abc4ef elementor-widget elementor-widget-heading\" data-id=\"0abc4ef\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Are you looking for the PDF file? <\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f6146fa elementor-widget-laptop__width-inherit elementor-widget-mobile__width-initial elementor-invisible elementor-widget elementor-widget-Ultimate_Dual_Button\" data-id=\"f6146fa\" data-element_type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;,&quot;_animation_delay&quot;:500,&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"Ultimate_Dual_Button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div class=\"ultimate__dual__button btn__layout__1\"><a class=\"ultimate__btn elementor-repeater-item-483a592\" href=\"https:\/\/sparkminds.net\/wp-content\/uploads\/2024\/11\/SparkMinds_Service-Level-Agreement.pdf\" target=\"_blank\"><div class=\"button__title\">Download SLA (PDF)<\/div><\/a><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-3e2982e elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"3e2982e\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-353b587\" data-id=\"353b587\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d0f3f5b elementor-widget elementor-widget-heading\" data-id=\"d0f3f5b\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Need a companion?<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-084c31d elementor-widget elementor-widget-text-editor\" data-id=\"084c31d\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Don\u2019t Hesitate, Contact Us Now!<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cb1e262 elementor-widget elementor-widget-Ultimate_Contact_Form_Seven_Widget\" data-id=\"cb1e262\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"Ultimate_Contact_Form_Seven_Widget.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t            <div class=\"ultimate__form__wrapper contact__form__style__2\" >\r\n                \n<div class=\"wpcf7 no-js\" id=\"wpcf7-f1744-o1\" lang=\"en-US\" dir=\"ltr\" data-wpcf7-id=\"1744\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/vi\/wp-json\/wp\/v2\/pages\/2360#wpcf7-f1744-o1\" method=\"post\" class=\"wpcf7-form init\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<div style=\"display: none;\">\n<input type=\"hidden\" name=\"_wpcf7\" value=\"1744\" \/>\n<input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.0\" \/>\n<input type=\"hidden\" name=\"_wpcf7_locale\" value=\"en_US\" \/>\n<input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f1744-o1\" \/>\n<input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/>\n<input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/>\n<input type=\"hidden\" name=\"_wpcf7_recaptcha_response\" value=\"\" \/>\n<\/div>\n<div class=\"row\">\n    <div class=\"col-md-6\">\n        <input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Your Name*\" value=\"\" type=\"text\" name=\"your_name\" \/>\n    <\/div>\n\n    <div class=\"col-md-6\">\n        <input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Your Email*\" value=\"\" type=\"email\" name=\"your_email\" \/>\n    <\/div>\n\n    <div class=\"col-md-12\">\n        <p>Your Chat Channel<br\/>\n        (Select the chat platform you are using)<\/p>\n        <select class=\"wpcf7-form-control wpcf7-select\" id=\"chat_channel\" aria-invalid=\"false\" name=\"chat_channel\"><option value=\"WhatsApp\">WhatsApp<\/option><option value=\"Teams\">Teams<\/option><option value=\"Viber\">Viber<\/option><option value=\"Telegram\">Telegram<\/option><option value=\"Skype\">Skype<\/option><option value=\"Zalo\">Zalo<\/option><option value=\"Facebook Messenger\">Facebook Messenger<\/option><\/select>\n    <\/div>\n\n    <div class=\"col-md-12\" id=\"chat_value_container\">\n        <input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" id=\"chat_value\" aria-invalid=\"false\" placeholder=\"Enter your contact ID or link\" value=\"\" type=\"text\" name=\"chat_value\" \/>\n    <\/div>\n\n    <div class=\"col-md-12\">\n        <input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-tel wpcf7-text wpcf7-validates-as-tel\" aria-invalid=\"false\" placeholder=\"Your Mobile\" value=\"\" type=\"tel\" name=\"your_mobile\" \/>\n    <\/div>\n\n    <div class=\"col-md-12\">\n        <input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text\" aria-invalid=\"false\" placeholder=\"Your Company\" value=\"\" type=\"text\" name=\"your_company\" \/>\n    <\/div> \n\n    <div class=\"col-md-12\">\n        <textarea cols=\"40\" rows=\"10\" maxlength=\"2000\" class=\"wpcf7-form-control wpcf7-textarea wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"How can we help?*\" name=\"your_message\"><\/textarea>\n    <\/div>  \n\n    <div class=\"col-md-12\">\n        <input class=\"wpcf7-form-control wpcf7-submit has-spinner\" type=\"submit\" value=\"Send Message\" \/>\n    <\/div>\n<\/div><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n            <\/div>\r\n        \t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-0a318b9\" data-id=\"0a318b9\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0429078 elementor-widget elementor-widget-heading\" data-id=\"0429078\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Let's work together!<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e30719d elementor-widget-laptop__width-initial elementor-widget elementor-widget-image\" data-id=\"e30719d\" data-element_type=\"widget\" data-settings=\"{&quot;ultimate_floating_fx_translate_y&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"561\" height=\"491\" src=\"https:\/\/sparkminds.net\/wp-content\/uploads\/2024\/11\/fn-contact-process.svg\" class=\"attachment-full size-full wp-image-741\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>1. Agreement Overview This Agreement represents a Service Level Agreement (\u201cSLA\u201d or \u201cAgreement\u201d) between SPARKMINDS J.S.C and &lt;client name&gt; for [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"template\/composer.php","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-2360","page","type-page","status-publish","hentry","no-post-thumbnail"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.9 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Service Level Agreement (SLA)<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sparkminds.net\/vi\/2360-2\/\" \/>\n<meta property=\"og:locale\" content=\"vi_VN\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Level Agreement (SLA)\" \/>\n<meta property=\"og:description\" content=\"1. 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