S365. Service Level Agreement

Updated 04/08/2022

All problems and incidents are to be reported to S365 via email or through the client portal.

S365 must endeavour to provide an Initial and Technical Response to each issue logged with S365 in accordance with the times set out in the table set out at item 1 of this document.

S365 has no obligation under this agreement to respond outside of Business Hours to any issue logged under this agreement. For example, where S365 is working on an issue at 6 pm on a Friday night, S365’s obligations under this agreement cease until 8 am on the following Monday morning (assuming Monday is not a public holiday).

Where S365 responds outside of Business Hours to any issue logged under this agreement it may, subject to notifying the Client, charge on a time and materials basis for work conducted outside of Business Hours in response to that issue.

Where S365 attempts to provide an Initial Response or Technical Response and a Client representative is not available to speak with S365 analyst, S365 is taken to have completed the relevant response at the time that S365 attempts to make contact with the Client representative.

Item 1: Response Targets

Coverage Severity Initial Response Technical Response
Business Hours
Level 1
15 minutes
45 minutes
Business Hours
Level 2
45 minutes
90 minutes
Business Hours
Level 3
60 minutes
8 Business hours
Business Hours
Level 4
240 minutes
40 Business hours

Item 2: Resolution Targets

Coverage Severity Technical Resolution
Business Hours
Level 1
16 Business hours
Business Hours
Level 2
32 Business hours
Business Hours
Level 3
56 Business hours
Business Hours
Level 4
160 Business hours

While S365 will use reasonable commercial effort to meet or exceed the resolution targets, in situations where in whole or in part S365 is dependent upon a third party to provide a resolution to a particular matter, then S365 cannot be held responsible for failure to the achievement of the appropriate resolution target.

Definitions

In the table the following terms have the following meanings.

Business Hours means 8am to 6pm Monday to Friday AEST excluding public holidays as observed by S365.

Initial Response is defined as S365 Client support agent contacting with a nominated Client representative on a particular matter to log a support incident including a triage of the matter and the assignment of a relevant incident severity level.
Item 3: Severity Level means a level (1, 2, 3 or 4) assigned to the issue by S365’s Client support agent in the course of the Initial Response in accordance with the following table:
Definition Severity
Critical functionality not available, a work around is not available and key business functions cannot be performed for a significant part of the Client business.
1
High Impact on functionality, but work around is available or business can continue to use the IT environment in a degraded capacity. Typically a larger number of users are affected.
2
Medium impact typically only affecting a small number of users with partial system unavailability.
3
Low impact issues including functionality changes, requests for information and other low priority matters.
4

S365 may vary the severity of a particular matter should the matter need to be reclassified.

Technical Response is defined as a S365 technical support analyst contacting with a nominated Client representative on a particular matter to action a support incident. In the first instance this is normally via telephone and technical services may be performed remotely or via physically travelling to site dependent upon the nature of the problem. Subject to notifying the Client, charges on a time and materials basis for work conducted on site will apply.