Waterford Database Solutions
Waterford Database Solutions

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Waterford Database Solutions, FileMaker Developer, PHP, MySQL

Service Level Agreement

Table of Contents

Service Level Agreement (SLA)
Summary of Services Offered
1. Agreement
2. Scope of Service
3. Hours of Business
4. Priority Definitions
5. Customer Assistance
6. Remote/VPN Access
7. Temporary ‘Work-around’
8. Restrictions
9. On-Site Visits
10. Re-certification
11. Reasonable Usage
12. Public Holidays
13. Termination
14. Exclusions
Disclaimer

Service Level Agreement (SLA) (top)

This Service Level Agreement (“Agreement”) is made by and between Waterford Database Solutions, (“WDS”) and any entity (“Customer”) that has an active support contract for WDS Product Suite (“Product”).

Summary of Services Offered (top)

  • Telephone, email and Web support in which WDS provides general information, problem determination, isolation and verification.
  • Check that correct software releases and latest updates are installed on the Customer system.
  • Check that the supported WDS Product is correctly configured for the Customer’s network and system environment (as far as is reasonably possible).
  • In the case of WDS supplied hardware, perform diagnostic checks to confirm that the hardware is operating correctly.
  • A WDS Support Engineer is assigned to each support incident.
  • A WDS Support Contract does not provide any form of managed service unless specifically agreed. WDS is not responsible for the maintenance, configuration or upkeep of customer systems other than those supplied and listed in this agreement.

1. Agreement (top)

WDS agrees to support, maintain, repair or replace the purchased WDS products and the Customer agrees to pay for such services subject to the terms of this Agreement.

2. Scope of Service (top)

This agreement provides telephone support and on site visits as defined for Customers in the Republic of Ireland. Separate agreements are available for other regions of the world. The support service offered by WDS is limited to correcting issues with WDS Product Suite and does not provide for WDS support staff acting as a consulting resource to configure, or diagnose problems in any other part of the Customer’s network. WDS reserves the right to modify this SLA at its discretion.

3. Hours of Business (top)

Support provides 5x8 telephone cover between the hours of 09:00 and 17:00 local time.
Contact information:
E-mail: support@wds.ie
Telephone: (051)338386

4. Priority Definitions (top)

Critical
FileMaker database is down, users have no access and no workaround is available. Customer will be contacted within four (8) hours of initial contact, if reported during appropriate support hours. Major Large number of Users are impacted and no work around is available. Customer will be contacted within four (4) hours of initial contact, if reported during appropriate support hours. If reported outside of appropriate support hours, the incident will be actioned the following business day.

Normal
Impact on a small number of Users, or, impact on a large number of Users but where a workaround is available. Customer will be contacted within sixteen (16) hours initial contact, if reported during appropriate support hours. If reported outside of appropriate support hours, the incident will be actioned the following business day.

Low
No immediate operational impact on Users. Customer will be contacted within two (2) business days of initial contact. Scheduled support during off- hours. Contact WDS for a quote.

5. Customer Assistance (top)

The resolution of problems often requires the active participation of the Customer’s staff to provide information, assistance and carry out tasks in a timely manner. This must be carried out within a reasonable time and feedback given to WDS staff as soon as possible. If there is a delay providing such information or assistance then WDS shall not include the time lost in the determination of how long it took WDS to provide a work-around or resolution of the incident.

6. Remote/VPN Access (top)

WDS engineers may need to remotely access Customer systems in order to effect investigations and resolutions – the Customer is strongly advised to provide such remote access via a secure encrypted connection (e.g., VPN, SSH, HTTPS ). WDS can discuss this requirement further with the Customer if necessary and may, subject to charge, provide design and installation. When remotely accessing Customer sites WDS staff will not delete, modify, copy or move any files or data without first obtaining agreement from the customer representative.

7. Temporary ‘Work-around’ (top)

Where no immediate solution is available to solve the issue raised by the Customer, it may be necessary to introduce a temporary “work-around” solution while a permanent solution is investigated, tested and implemented. This “work-around” will be designed to provide a basic functioning system – although this may involve changes to or implementation of manual working processes at the Customer site, or reversion to an earlier version of the WDS system configuration. Where such a “work-around” is proposed by WDS, projected completion timescales for the implementation of a complete resolution will be given. With regards to achievement of Service Level, a temporary work-around will be an acceptable substitute for “fix”.

8. Restrictions (top)

Services provided by WDS under this Agreement are limited to the Product and are contingent upon the proper use of the Product in the application for which it was designed. WDS will not be obligated to provide any service or to correct any malfunction, damage or other problem if the Product:

(a) has been altered, except by WDS
(b) has not been installed, operated, repaired, or maintained in accordance with WDS instructions
(c) has been subjected to abnormal physical or electrical stress, misuse, negligence or accident
(d) has been operated outside of the environmental specifications for the Product or
(e) is related to configuration of Customer’s network beyond that necessary to the use or installation of WDS Products.

WDS reserves the right to limit support (including error correction services) of any Product version prior to the two most recently-released versions of that same Product.

9. On-Site Visits (top)

Where all attempts at resolution for Critical Incidents have been exhausted unsuccessfully, WDS will offer to provide the services of a Field Consultant to the Customer site. This will be scheduled by the WDS Support Manager and may involve the use of Partner staff or 3rd party contractors. The assigned engineer will use reasonable efforts to leave the Customer site within 8 working hours of the call being escalated to this level (by mutual agreement). The support engineer will remain on site until such time that the Customer’s operation is no longer at risk – i.e., the problem is resolved.

This resolution may include the implementation of a temporary workaround or implementation of data restore. Where the cause of the incident is diagnosed as outside of the Supported Product Set, (other software, hardware or infrastructure), the incident will be downgraded to an appropriate Priority level and Service Level calculations reset.

On site visits are normally only available to Customers where prior agreement has been made. WDS will, when requested by the Customer, subject to staff availability, provide on-site support to Customers. All on-site support not included in the agreement, will be charged at the prevailing WDS current daily rate which will be notified in advance. Reasonable traveling, subsistence and accommodation costs will be charged to the Customer at cost.

10. Re-certification (top)

WDS is under no obligation to accept any request for support renewal or requests for support on Products purchased from sources other than an authorised WDS Reseller or directly from WDS. In this case the Product will first be subject to an evaluation by a representative of WDS who will inspect the Product and determine if it is in a condition eligible for support.

11. Reasonable Usage (top)

Support contract charges are based on an estimate of likely usage and number of incidents per year. If the Customer’s usage of the WDS Support Services is considerably greater than had been forecast then WDS reserves the right to renegotiate the charge, the Service Level or the SLA with the Customer.

12. Public Holidays (top)

The standard public (bank) holidays for Ireland observed by WDS are:

  • New Year’s Day
  • St. Patrick’s Day
  • Easter Monday
  • May Bank Holiday
  • June Bank Holiday
  • August Bank Holiday
  • October Bank Holiday
  • Christmas Day
  • St. Stephen’s Day

13. Termination (top)

The term of this Agreement shall be for one (1) year from the date of execution, subject to automatic annual renewals thereafter. The Agreement may be terminated by either party giving written notice thirty (30) days in advance of the renewal date.

14. Exclusions (top)

WDS will not be bound by the terms of this SLA in any of the following circumstances:

  • Failure of the Customer to fulfill their obligations as specified in this Service Level Agreement.
  • Information from the customer or their agent which is inaccurate, incomplete or not supplied in a timely manner.
  • Incomplete configuration (e.g., missing components or modules essential for correct system operation).
  • Use of hardware not approved by WDS.
  • For incidents associated with WDS hardware appliances, the Customer must be in compliance with the conditions of the associated Limited Hardware Warranty.
  • For incidents caused by hardware problems, WDS can only provide fault diagnosis and advice services unless the hardware was supplied by WDS.
  • Failure, miss-configuration or incompatibility of third party software. Unable to obtain remote access to supported system.
  • Force Majeure events beyond the reasonable control of WDS, including but not limited to Acts of God, government regulation, labour strikes, sabotage, natural disaster and national emergency.
  • Failure of communications circuits, Internet connections, electricity supply, other vital services or hardware not supplied by WDS.
  • Configuration, software or DNS problems beyond the control of the Customer or WDS.
  • Any act or omission on the part of any third party other than an authorized WDS Partner.
  • Problems not reported promptly by the Customer or where a Support Incident/Ticket Number has not been obtained.
  • WDS staff being denied necessary access to Customer systems, including being able to re-start the system, where this is required to complete trouble shooting, repair, diagnosis, or acceptance testing.
  • WDS being unable to verify service restoration with the Customer.

Disclaimer (top)

This document and all of its contents are provided as-is. WDS has made efforts to ensure that the information presented herein are correct, but makes no warranty, express or implied, about the accuracy of this information. If any material errors or inaccuracies should occur in this document, WDS will, if feasible, furnish appropriate correctional notices which Users will accept as the sole and exclusive remedy at law or in equity.

Users of the information in this document acknowledge that WDS cannot be held liable for any loss, injury or damage of any kind, present or prospective, including without limitation any direct, special, incidental or consequential damages (including without limitation lost profits and loss of damage to goodwill) whether suffered by recipient or third party or from any action or inaction whether or not negligent, in the compiling or in delivering or communicating or publishing this document.
Waterford Database Solutions