Service Level Agreement (SLA)

for [Client Name]

by Kafoodle Limited

Effective Date: 07/03/2018

Document Owner:

Kafoodle Limited

Version

Version	Date	Description	Author
1.0	07-03-2018	Service Level Agreement - Standard Draft	Terry Carter
1.1	01-06-2019	Updated hours of the Standard Level Agreement	Sergejs Vohrins
1.2	12-10-2020	Updated hours of the Initial response of Severity 1 and 2, and Resolution for Severity 3 and 4	Sergejs Vohrins

Approval

(By signing below, all Approvers agree to all terms and conditions outlined in this Agreement.)

Approvers	Role	Signed by	Approval Date
Kafoodle Limited	Service Provider
[Client Name]	Customer

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Kafoodle Limited and [Client Name] for the provisioning of IT services required to support and sustain the service. 

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

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.

2. Goals & Objectives

The purpose 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). 

The goal of this document is to obtain agreement for IT service provision between the Service Provider(s) and Customer(s).

The objectives of this Agreement are to:

1. Provide clear reference to service ownership, accountability, roles and/or responsibilities.

1. Present a clear, concise and measurable description of service provision to the customer.

1. Match perceptions of expected service provision with actual service support & delivery.

3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

IT Service Provider(s): Kafoodle Limited (“Provider”)

IT Customer(s): [Client Name] (“Customer”)

4.Periodic Review

This Agreement is valid from the Effective Date 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. 

The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided 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. 

Business Relationship Manager: [Add Kafoodle Contact]

Review Period: [Add Frequency E.g. Yearly]

Previous Review Date: [DD.MMM.YYYY]

Next Review Date: [DD.MMM.YYYY]

5. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement. 

5. 1 Service Scope

The following Services are covered by this Agreement; 

1. Covers all Kafoodle software services.
   
2. Manned telephone support
   
3. Monitored email support
   
4. Planned or Emergency Onsite assistance (extra costs may apply)
   
5. Escalation to Kafoodle’s partners technical teams in case of integrated services 
   

5.2 Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include: 

1. Payment for all mutually agreed at cost support or training costs, at the agreed interval.
   
2. Reasonable level of explanation and detail added to the initial support request along with an indication of client perceived priority e.g. High, Medium or Low. 
   
3. Reasonable availability of customer representative(s) when resolving a service related incident or request.
   
4. Where possible promote escalation of issues via our ‘in-system’ support option. See 6.1 Note 2 for reasoning.
   

5.3 Service Provider Requirements

Service Provider responsibilities and / or requirements in support of this Agreement include: 

1. Meeting response times associated with service related incidents.

1. Appropriate notification to Customer for all scheduled maintenance.

1. Account Management escalation for any major service concerns. 
   

5.4 Service Assumptions

Assumptions related to in-scope services and/or components include:

1. Changes to services will be communicated and documented to all stakeholders.
   

6. Service Management

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.

6.1 Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

1. Telephone support: 

1. System support portal – initial requests via Kafoodle Kitchen
   

1. Email support to: support@kafoodle.com 
   

1. A comprehensive range of self service support documentation and videos can be found at https://resources.kafoodle.com/
2. Uptime / Service Availability Targets:
   

Note1:   Due to the nature of the service we provide (SaaS), we do not believe that on site visit would normally be required, however, by exception (and possibly at cost), site visits can be arranged. 

Note2:  Calls placed via our Kitchen system or email are processed via our service management portal (Zoho desk) this enables so issue can be tracked, managed and reported on effectively. 

 

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames: 

Severity Code	Initial Response	Estimation Response	Subsequent Responses	Resolution
Severity 1	2 business hours	2 business hours	Every 2 business hour	6 business hours
Severity 2	4 business hours	4 business hours	Every 4 business hours	10 business hours
Severity 3	12 business hours	6 business hours	Every 12 business hours	32 business hours
Severity 4	24 business hours	12 business hours	Every 24 business hours	64 business hours

Definitions table
Initial Response	is when a ticket is opened and acknowledged by help desk staff.
Estimation Response	is when the user that logged the ticket is informed of an estimated resolution time after the initial response.
Subsequent Responses	is the frequency with which the user that logged the ticket is updated on the resolution status.
Resolution	is when the user that logged the ticket is informed of a solution or a temporary workaround to the issue.
Severity 1	Critical Business impact
Severity 2	Significant Business impact
Severity 3	Limited Business impact
Severity 4	Minimal Business impact

Note 1: As we hold a copy of the current production system code and client data in our support environments, we can view user setup and ‘walk’ users through most system issues & tasks remotely.  

Note 2: We may with the express permission of the user, also access the production systems, directing users on how to make changes but will at no time make changes on behalf of users on the system. All user logins and major change activity is logged in the system.