Ntegrated Support Service Level Agreement
1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Ntegrated and their Customer(s) for the provisioning of services required to support and sustain the product, service, and/or overall solution.
This Agreement outlines the parameters of all services covered as they are mutually understood by the primary parties. 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 service support and delivery to the Customer(s) by Ntegrated.
The objectives of this Agreement are to:
3. Service Agreement
The following detailed service parameters are the responsibility of Ntegrated in the ongoing support of this Agreement.
3.1. Service Scope
The following Services are covered by this Agreement:
3.2. Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
3.3. Service Provider Requirements / Ntegrated
Service Provider/Ntegrated responsibilities and/or requirements in support of this Agreement
• Meeting response times associated with service-related incidents.
• Appropriate notification to Customer for all scheduled maintenance.
4. 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.
4.1. Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
Onsite assistance guaranteed within 48-72 hours, if needed (additional costs may apply)
4.2. Service Requests
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:
Please refer to Exhibit A – Located on next Page
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
Ntegrated Response Priority Levels
|Priority||Guidelines For Use||Estimated Response Times|
|Review & Triage||Review case, triage to queue and set priority level||Initial Target Response: 15 minutes after ticket submission|
|Critical Priority (SLA Service)||Outage (Including: equipment, circuit, service/solution) Service Affecting Latency||Initial Target Response: 25 minutes after ticket submission.|
Target Resolution or Workaround: Within two (2) hours
|Critical Priority (Non SLA Service – broadband)||Outage (Including: equipment, circuit, service/solution) Service Affecting Latency||Initial Target Response: 25 minutes after ticket submission.|
Target Resolution or Workaround: Within four (4) hours
|High Priority||MACD on nConnect (Velo)|
MACD on nGate (Fortinet)
MACD on nTouch
Non Service Affecting
Latency/Jitter on data circuits
Over-Utilization of Service/Solution
|Initial Target Response: One (1) hours after ticket submission.|
Target Resolution or Workaround: Same Day
|Normal Priority||Requests for additional training Design changes|
New feature requests
Requests for new licenses/accounts
|Initial Target Response: Two (2) hours after ticket submission.|
Target Resolution or Workaround: Within twenty-four (24) hours
|*Workaround includes LEC dispatch, equipment replacement, etc|
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