Model SLA
Overview
This guide provides a model Service Level Agreement (SLA) for MAXRES Construct Learning Content Management System (LCMS). It outlines general terms related to issue response times, service availability, and support provisions. This document serves as a template and does not represent the exact terms of all customer SLAs. Customers should consult their specific SLA for detailed information.
Your organisations SLA may vary significantly from the model SLA described here. You mut always check the specific terms in your organisation's SLA prior to requesting support.
Objectives
By reviewing this guide, you will:
- Understand the general structure of a model SLA for MAXRES Construct.
- Learn typical response and resolution timelines based on issue severity levels.
- Explore general product support services available under an enhanced SLA.
- Recognize the importance of consulting your specific SLA for applicable terms.
Requirements
To fully understand this model SLA, you will need:
- A copy of your organisation’s specific SLA for comparison.
- Basic knowledge of MAXRES Construct LCMS and its operational requirements.
Roles
This documentation is designed for:
- Super Admins: To ensure system performance aligns with SLA terms.
- Workspace Managers: To manage SLA terms and review system reports.
- IT Support Personnel: To handle technical maintenance and escalate system issues.
Details
1. Response and Resolution Times
This model SLA categorizes issues by severity, with response and resolution timelines as outlined below. These times are examples and may vary in actual agreements.
| Severity | Description | Response Time | Resolution Time |
|---|---|---|---|
| A (Critical Failure) | LCMS is completely unusable, severely impacting production or training. | Initial response: 24 hours. | Workaround: 24 hours. Full resolution: 1 month. |
| B (Major Impact) | Significant performance issues affecting key functionalities. | Initial response: 24 hours. | Workaround: 24 hours. Full resolution: 2 months. |
| C (Minor Impact) | Limited usability with minor effects on production. | Initial response: 48 hours. | Workaround: 48 hours. Full resolution: 3 months. |
| D (Minor Issues) | Cosmetic issues or minimal operational impact. | Initial response: 30 days. | Resolution: 4 months. |
| E (Cosmetic Issues) | Non-critical visual or superficial errors. | Initial response: 30 days. | Resolution: 5 months. |
These timelines are indicative of an enhanced SLA. Always consult your own SLA for exact terms.
2. Service Availability
Under this model SLA, MAXRES typically guarantees 99.95% uptime during weekdays, 12 hours a day. Service availability may vary by contract. The table below outlines expected downtime limits based on this guarantee:
| Reporting Period | Downtime Duration |
|---|---|
| Weekly | 1 minute 48 seconds |
| Monthly | 7 minutes 49 seconds |
| Yearly | 1 hour 33 minutes 55 seconds |
Consult your specific SLA for the agreed service availability and acceptable downtime.
3. Product Support
This model SLA typically includes the following support services:
- Bug Fixing: Addressing software or plugin-related issues.
- Workarounds: Providing temporary solutions when immediate fixes are unavailable.
- Software Updates: Ensuring compatibility and security through regular updates.
Customisations or third-party integrations may not be covered under standard SLAs. Refer to your specific SLA for details on custom services.
4. Escalation and Support Channels
MAXRES employs a tiered support system to manage escalations:
- Tier 1: Basic support via email or the MAXRES Support Portal.
- Tier 2: Advanced support from software engineers for complex issues.
- Tier 3: Senior support staff for critical, high-priority escalations or system failures.
Refer to your specific SLA for the detailed escalation process and support access.
5. Warranty and Liability
Under this model SLA, MAXRES provides the following warranties, valid only during the SLA term:
- Performance Warranty: Ensures the LCMS performs as expected, free from major defects.
- Security Warranty: Guarantees no introduction of malicious code or vulnerabilities by MAXRES.
Liability under this model SLA is typically limited to the fees paid for the service. Your specific SLA will define the exact liability limits and warranty terms.
This model SLA is intended as a template for MAXRES Construct LCMS. Individual SLAs may vary based on specific contract terms. Always consult your SLA for definitive details about service levels, response times, support coverage, and warranty provisions.
If you have questions about your SLA or need clarification, please contact your MAXRES account representative or refer to your formal contract for more information.