Service Level Agreement for maintenance SLAs
Updated: 05-02-2023
Definitions
- Service: Refers to the support, maintenance and technical assistance services included in the Bronze, Gold or Diamond Maintenance plans, as applicable.
- AdvocacyAny event that affects or may affect the normal operation of the systems, equipment or software covered by the contracted plan.
- Response TimeThe period from the time the customer reports an incident until the provider initiates care (contact, preliminary diagnosis, etc.).
- Resolution TimeThe period from when the supplier confirms the issue and starts working on it until full restoration or implementation of a temporary solution that allows the customer's operations to continue without significant impact.
- Working hoursSupport service: Time interval during which the support service is guaranteed to be provided. Varies according to the plan.
2. Scope of the SLA per Plan
2.1 Maintenance Bronze
- Basic Coverage
- Telephone and email support during working days and hours.
- Basic preventive and corrective maintenance on the main software and databases included in the contract.
- Aimed at companies with punctual and essential support requirements, without the need for extended attention or advanced proactive services.
2.2 Maintenance Gold
- Comprehensive Coverage
- Telephone, email and Help Desk support, with extended opening hours (e.g. Monday to Friday, 9:00 to 18:00; occasional support on weekends or public holidays on request).
- Preventive monitoring and priority assistance versus basic plans.
- Database and hardware management with equipment replacement (subject to availability), as well as regular backups.
- Aimed at companies that require constant maintenance and a significant reduction in downtime.
2.3 Diamond Maintenance
- Premium Coverage
- Virtually uninterrupted support, with telephone and multi-channel contact (telephone, WhatsApp, Telegram, etc.) from Monday to Sunday, with extended opening hours (e.g. 09:00 to 04:00).
- Team of technicians and consultants at L1, L2, L3, L4 level, advanced database management, continuous monitoring and disaster recovery plans (DRP).
- Replacement of critical hardware within 24 working hours, on-site support (in defined areas, e.g. Community of Madrid) and proactive software, operating system and firmware update service.
- Ideal for companies that cannot afford interruptions and require the highest standard in proactivity, response and coverage.
3. Software installation
Software reinstallation is included only in the following cases:
- Equipment sold by FOSprovided that the reinstallation is necessary as part of a repair or within the hardware warranty period.
- Repairs carried out by FOSwhen the problem requires the reinstallation of the software for the correct functionality of the equipment.
At any other caseincluding equipment not purchased from FOSThe following are examples of the services we offer: installation, reinstallation due to user error, hardware changes beyond our control or out-of-warranty maintenance, a minimum of 1 hour of work will be invoiced.The fare shall be charged in accordance with the tariff in force at the time the service is provided.
4. Support Hours and Communication Channels
For reference (can be adjusted according to specific contract):
| Plan | Support Hours | Channels |
|---|---|---|
| Bronze | Monday - Friday (9:00 - 18:00) | Email, WhatsApp |
| Gold | Monday - Friday (9:00 - 18:00) | Telephone, Email, Help Desk, WhatsApp |
| Diamond | Monday - Sunday (09:00 - 04:00)* | Telephone, Email, Help Desk, WhatsApp |
- The exact schedule can be adjusted to the stipulations of the contract, and provides for priority assistance even on non-working days.
5. Priority Levels
In order to classify incidents and establish the urgency of the response, the following levels are defined:
- Critical Incidence (P1)
Completely stops the client's operation (server downtime, inability to invoice, etc.). - High incidence (P2)
It severely affects productivity, but does not stop the activity completely (very slow performance, frequent errors, etc.). - Medium/Low Incidence (P3)
Minor problems or consultancy that does not impact on business continuity.
6. Response and Resolution Times
Response and resolution targets differ depending on the contracted plan. The general standards are shown below:
6.1 Maintenance Bronze
| Priority | Response Time | Resolution Time |
|---|---|---|
| P1 | Up to 2 hours during working hours | Priority effort: target < 24-48 hours |
| P2 | Up to 4 hours during working hours | Generally < 72 hours |
| P3 | Up to 8 hours during working hours | Planned according to availability (< 5 days) |
6.2 Maintenance Gold
| Priority | Response Time | Resolution Time |
|---|---|---|
| P1 | Up to 1 hour during working hours | Continuous operation until operation is restored*. |
| P2 | 2-4 hours during working hours | Generally < 24 hours |
| P3 | 8 hours during working hours | Generally < 72 hours |
- Where possible, temporary solutions are implemented to reduce the impact while the final solution is being worked on.
6.3 Diamond Maintenance
| Priority | Response Time | Resolution Time |
|---|---|---|
| P1 | Maximum 1 hour (including weekends/holidays)*. | Immediate attention with total dedication; solution or bypass in < 8-12 h. |
| P2 | 2 hours maximum | Resolution < 24 hours (if not delayed by third party requirements) |
| P3 | 4 hours maximum | Scheduled resolution in < 72 hours |
- For Diamond plans, emergency channels remain available virtually 7 days a week.
Important: The response and resolution times indicated here are objectives. They may be affected by force majeure or dependencies of third parties (hardware manufacturers, infrastructure providers, etc.). The supplier undertakes to communicate transparently any eventuality affecting these objectives.
7. Reporting and Opening of Incidents
- Help Desk Portal / Email / Telephone (according to plan): The customer will report the incident describing the problem, screenshots, error messages or any information that will help the diagnosis.
- Priority AssignmentThe supplier, together with the customer, defines the priority of the incident according to its impact.
- Scaling upIf a solution is not achieved in the estimated time, the incident will be escalated to higher level technicians (L2, L3, L4) or to the head of the department to speed up the resolution.
8. SLA Reporting and Monitoring
- The Clietne can request reports where it will be reflected:
- Number of incidents dealt with.
- Average response and resolution times.
- Any deviation from the SLA targets.
- These reports will be reviewed with the client with a view to proposing continuous improvements and optimise support processes.
9. Responsibilities of the Client
- Access and permissions: Provide the supplier with the necessary credentials and permissions to perform support and maintenance work.
- CommunicationsTimely notification of changes to your infrastructure, critical upgrades or situations that may require immediate attention.
- Proper useRespect the recommended configurations and good practices, avoiding unauthorised interventions by non-supplier personnel.
10. Term and Review of the SLA
- This SLA is in effect as long as the customer maintains an active Bronze, Gold or Diamond Maintenance contract.
- Any modification of these terms shall require the approval of both parties and shall be recorded in writing by updating this document or incorporating it into an annex.
11. Acceptance of Conditions
By subscribing to the Maintenance services in any of its modalities (Bronze, Gold or Diamond), the client and the supplier accept the commitments described in this document, committing themselves to collaborate mutually to ensure the quality, availability y continuity of the systems covered.
