Xenatus Global Ltd. - Service Level Agreement
Last Update 20/02/2023
1. SLA Overview
This Service Level Agreement (hereinafter the “Agreement” or “SLA”) is to outline the service procedures and standards between Xenatus and its respective clients.
2. Goals & Objectives
The purpose of this SLA is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Client(s) by Xenatus.
The objectives of this Agreement are to:
• Provide clear reference to service ownership, accountability, roles and/or responsibilities.
• Present a clear, concise and measurable description of service provision to the client.
• Match perceptions of expected service provision with actual service support & delivery.
3. Duration & Renewal
This SLA is valid for the stated period of the relevant Statement(s) of Work signed between Xenatus and Client (“Period”). This SLA can be changed or modified by Xenatus with or without notice at the Xenatus' own discretion. Xenatus may terminate this SLA by giving the Client at least 30 days notice. This SLA will be terminated with the termination of services in the Statement(s) of Work, or the termination of the Master Services Agreement between Client and Xenatus for any reason.
4. Service Agreement
4.1. Service Scope
The following Services are covered by this SLA;
Manned telephone support (Client also submits support tickets online)
Web Support portal tickets
Remote assistance using Remote Desktop and a Virtual Private Network where available
Planned Onsite assistance (extra costs apply: Onsite assistance carries travel, accommodation and per diem costs. Budgetary costs will provided to Client for prior approval before any onsite assistance is planned)
Planned Disaster Recovery exercises (extra costs apply: Backups are conducted regularly as part of our hosting service offering. However, should the Client need to recover a backup extra engineering costs will apply. Any backup engineering costs will be provided to the Client for pre-approval prior backup recovery. Hourly rates are as per the support package selected or the ad-hoc support rate in the SOW)
4.2. Client Requirements
Client responsibilities and/or requirements in support of this SLA include:
• Payment for all support costs at the agreed interval.
• Sustainable remote connection to systems. Connectivity delays are billed against the tickets.
• Submission of clear support tickets on the portal with accurate severity levels.
• Reasonable availability of client representative(s) when resolving a service
related incident or request.
• Responses to support engineers within the allotted time.
• Validation of resolved tickets within the allotted time.
4.3. Xenatus Requirements
Xenatus responsibilities and/or requirements in support of this SLA include:
• Exercising all reasonable endeavors to meeting response times associated with service related incidents.
• Appropriate notification to Client for scheduled maintenance.
5. 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.
5.1. Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
Telephone support: 9:00 A.M. to 5:30 P.M. (GMT+2) Monday – Friday (except public holidays in Cyprus)
Calls received out of office hours will not be answered; client is expected to record any issues through the Support Portal
Email / Portal support: Monitored 8:30 A.M. to 5:30 P.M. (GMT+2) Monday – Friday (except public holidays in Cyprus)
Emails / Portal tickets received outside of office hours will be collected, however no action can be guaranteed until the next working day
5.2. Service Requests
In support of services outlined in this Agreement, Xenatus will exercise all reasonable effort to respond to service related incidents and/or requests submitted by the Client within the following time frames:
Priority Definition Response Time Updates Every
Severity 1 System is Down 30 mins 2 hrs
Severity 2 The issue affects critical functionality or data and there is no workaround. 1 hr 8 hrs
Severity 3 The issue affects major functionality or data 4 hrs
Severity 4 The issue affects important functionality or critical data that is not time sensitive. 5 days
Severity 5 Cosmetic requirement or modification 5 days
Remote assistance will be provided in-line with the above timescales within business hours, dependent on the priority of the support request.
Response is defined as an acknowledgement of the issue or ticket that was opened. For example, answering the call, responding by email or on the ticketing portal that the issue has been received.
Updates are defined as a communication on the ticket, by email, by call or any other form of communication to update the client point of contact on the progress of work to resolve the pending issue.
Customer response on tickets is required within 1 week, otherwise tickets may be placed on-hold status.
5.3. Support Escalation
Level Designation Method Phone # Updates Every
1 Support Team Support Portal n/a Request Update
2 Support Manager Call Xenatus Hotline +357 22 254090 Escalate if no information is available from Level 1
3 Executive Management Call Management Office +357 25 360900 Escalate if no information is available from Level 2 or if the information received is not satisfactory.
6. Non-Disclosure & Confidentiality
Both parties agree to treat as confidential any information obtained from the other party in relation to this agreement, including information received prior to the date of this agreement. Both parties agree not to divulge confidential information received from the other to any third party without prior written consent of the other. Both parties agree to protect confidential information received from the other with at least the same degree of care taken with the party’s own confidential information.
7. Nature of the Agreement
This Service Level Agreement contains the entire agreement between the parties with respect to its subject matter.
If any provision of this SLA is held by any court or other competent authority to be invalid or unforceable in whole or in part, this SLA shall continue to be valid as to its other provisions and the remainder of the affected provision.
8. Support - Terms and Conditions
Support fees are due in full before the commencement of the support period. The support period can be initiated by putting in place a Support Package or an Annual Solution Assurance package.
The services shall be provided remotely and onsite by specialized personnel (consultants, technicians etc.)
Wherever possible support will be provided remotely. Onsite support may carry additional costs.
Xenatus will request Client approval for any work done that exceeds 30 mins. Work completed within 30 mins will be automatically billed to the Client's account.
Connectivity time (Ex. connecting to customer environment or a third party provider) will be included in the total hours to be billed to the Client.
Severity-1 tickets do not require prior customer approval for hours spent and will be billed to Client's account.
Xenatus provides a 3 month warranty from go-live on developments or customizations done for the Client. During these 3 months, any bugs arising out of the new developments or customizations are supported free of charge. Beyond the 3 months warranty period, only customers with Annual Solution Assurance will continue to get free bug fixing.
In case of a special software development request by the Client, all fees, terms and conditions must be agreed in writing between the parties in advance. The time needed for the design, development and training by a technician, as estimated by Xenatus and communicated to the Client and approved by the Client will be billed to the Client.
Time required for investigation will be billed to the Client. If the investigation concludes that there is a bug, then Xenatus will support the bug and the investigation time as per clause 7 above.
Xenatus quoted estimates on tickets are budgetary and subject to change. Unless otherwise stated and agreed in writing by Xenatus, integration and Power BI work will be billed on a time and materials (T&M) basis.
The agreed services will be provided only for Products, for which the Client holds valid user license/s.
The Client shall provide all reasonable and necessary access to his Premises and remote access to his equipment in order for the services to be rendered
No warranties, damages, services or fixes can be claimed in case the Product code is modified in any way by the Client or a third party.
Support tickets/issues in a "Resolved" status for more than 5 business days are deemed completed and will be closed.
In case of a major Microsoft upgrade, any data transfer/migration cost required from previous version to the latest one shall be charged to the Client and invoiced accordingly, after written Client approval of a quotation.
New software developments may require extra granules from Microsoft that would be quoted to the Client and would need to be purchased and added to their license.
Xenatus reserves the right to change the Severity Level of a ticket should it be submitted inaccurately by the Client.
In case of a Severity 1 incident, the Client is required to log a Support Ticket and make a direct call to the support hotline.
Xenatus reserves the right to amend the Service Level Agreement at its sole discretion
In no event shall Xenatus be liable to the Client under any circumstances except for actions or claims arising from intentional or willful misconduct or fraud by Xenatus.
Exclusions: The service agreement and its associated commitments do not apply to any unavailability, suspension, or termination of Software, or any other Software performance issues:
that are caused by factors outside of Xenatus' reasonable control, including any force majeure event or internet access or related problems;
that results from any prohibited, negligent, or omitted actions of Client or any of the Client’s contracted third parties;
that result from Client equipment, hardware, network, connectivity, or third party software or application; or
that arise from suspension or termination of Client right to use the software in accordance with the software license, hosting terms, breach of confidentiality, or due to lack of payment.