The purpose of this document is to define the Service Level Agreement (SLA) for the maintenance and support of the Xap childcare management software (“Service”). This Service Level Agreement is used as a tool to measure and guide the Licensor and Licensee in achieving the goals for effective service delivery of all licensed applications (“Software”) to the Licensee. The Licensor is providing Licensee with the capability to use the Xap Childcare management Software in a hosted environment.
2. Microsoft Azure Cloud Hosting Service
Specifically, the Licensor will provide the following:
Software releases, maintenance, and software updates (patches, upgrades, support, and maintenance as required to operate the software)
Online email support during coverage hours, 24×7 access to helpdesk portal, business hours live chat & phone support
Client activation, security monitoring, change control, problem management, and escalation procedures
System configuration, deployment, support, monitoring, response, repair, tuning and capacity planning
Network provisioning, monitoring, response, repair, security, utilization management and capacity planning
Data backup and retention
Daily backup of database.
2.1 Non-Hosting Services
- Training & Professional Services
- Data correction Services
- Complex Case Management, Customised Analysis & Services
- Importing and exporting of data, correction of corrupt data, correction of complex client generated issues, custom reports, new staff training, API support, Technical user training
For all above services will incur $100 +GST an hour charged in 30-minute blocks with a minimum fee of $50.
3. Server Environment
All application environments are physically located in tier 1 Data Centres by Microsoft Azure in South East Australia region & Amazon AWS, south east Australia. Each data centre has the following attributes:
- 24×7 Security
- Redundant Internet Feeds
- Fire Detection and Suppression
- Redundant Power Feeds
- SOC II Compliant
The hardware configuration of the application environment is as follows:
- Application Servers
- Load balancing
- Clustered Database servers
- Failover Raid 50 Data Storage
Xap Software is made up of following components.
- net Core
- Database: Mongo DB
- Datawarehouse: Microsoft SQL
- Messages: Microsoft Azure Service bus
- Identity Server
The Licensor ensures that Licensee data is protected with physical security, data encryption, user authentication, application security, and more. Specific measures include:
- All servers are located behind the firewall with only essential ports enabled.
- All firewalls have Intrusion Detection enabled.
- All Licensee data is stored in SAAS multi-tenant database which is logically separated by IDs.
- 128-bit SSL encryption
4. Service Measures
The following availability will be maintained:
|Software Availability||The periods of time that the Software is available for use by the Licensee not including scheduled downtime.||24 x 7 x 365, 99.8% average over a month not including scheduled downtime.|
|Backups||Software data as well as application backups||Full database backups are performed every day between the hours of 6am – 9 am AEST. Two copies of the backups are retained one onsite and the other offsite daily. Backup files will be retained for six months.|
|Restoration of Services||In the event of a major disaster event, such as flooding of the hosting facility or an earthquake that destroys the infrastructure||Licensor will restore services at alternate location within 3 business days|
|Maximum Restore Age||It is the maximum age of the data should we need to restore production data from backup.||No More than 72 hours.|
|Problem Response Time||Provision of user support.
Primary Coverage will be 9am- 5pm Licensee’s local time Monday through Friday, excluding statutory holidays.
Response time will be calculated by dividing the numbers of issues responded to in one hour or less divided by the total number of issues received for the month.
|90% of issues responded to in four hours or less during primary coverage.
We are targeting a 90% compliance rate that every issue will be responded to in four hours or less during primary coverage. To calculate this, we take: # of issues responded to in 4 hr. or less / total number of issues. For example, if a customer logs 10 issues in 1 month and 9 of them were responded to in 4 hours, we have a 90% compliance rate which means we hit our target.
4.2 Priority Levels
This details the service level expected for responding to and resolving bugs or feature requests identified through the support ticket process.
|Priority Level||Problem Description||Initial Response SLA(*)||Target Resolution Time SLA||Commitment|
|Priority 1||The Problem causes complete loss of service. Work cannot reasonably continue as the feature or function does not allow completion of work and its operation is mission critical to the business.
a) Majority or all of the users are unable to use the application,
b) Highly important reports (such as invoicing) cannot be generated,
c) System crashes repeatedly after restart attempts.
|1 hour during Primary Coverage hours||Worked on continuously until a solution is found, targeting an 8-hour resolution time or until a viable workaround can be applied||The problem will be worked on until fixed or a reasonable workaround is applied.
Updates will be provided to the Licensee every 4 hours.
|Priority 2||The problem causes important loss of service. A major software function is experiencing a reproducible problem that causes a major inconvenience to the Licensee.
An acceptable workaround may or may not be available, however, operation can continue in a restricted fashion. The current release should be patched if a permanent workaround cannot be found and the next release is not imminent.
|4 hours during Primary Coverage hours||3 Business Days||The problem will be worked on until fixed or a reasonable workaround is applied.
Updates will be provided at the end of every day.
|Priority 3||The Problem causes minor loss of service or is a minor error. The impact is an inconvenience that may require a workaround to restore functionality or is a minor error, incorrect behaviour, or a documentation error that does not impede the operation of a system.||24 hours during Primary Coverage hours||Resolution within the next sprint (typically three weeks).||Licensor will work with Licensee to mutually prioritize and schedule resolutions into regular release cycles.|
|Priority 4||Minor problem which does not stop or affect Customers’ routine work but may need an attention.||72 hours during Primary Coverage hours||Item is recorded in our backlog and will be taken in development based on the impact of the issue.||Licensor will work with Licensee to mutually prioritize and schedule resolutions into regular release cycles.|
4.3 Downtime / Maintenance
Licensor periodically adds, repairs, and upgrades the data centre network, hardware and the Software and shall use its best efforts to accomplish this without affecting the Licensee’s access to any Software during business hours; however, repairs of an emergency or critical nature may result in the Service not being available for the Licensee’s usage during the course of such repairs. Licensor reserves the right to take down the server(s) at the data centre in order to conduct routine maintenance to both software and hardware according to the following protocols.
|Standard Maintenance Window||Wed: 9 pm – 1 am
Sat: 9 am – 5 pm
|Scheduled Uploads||Regular planned uploads of new functionality will take place during the standard maintenance window.||– Minimum of 5-day Notice prior to the upload going into the production environment.
– A message will be displayed on the main site stating Licensor will be down.
|Scheduled Maintenance||Routine, scheduled maintenance, bug fixes will be performed inside the maintenance window.||– A message will be displayed on the main site stating Licensor will be down.|
|Non-Scheduled/Emergency Maintenance||May be performed outside the maintenance window and will be counted as unscheduled downtime.||– Licensee will be notified immediately
– A message will be displayed on the main site stating Licensor will be down.
5. Compatibility with New Software
The Licensee consents and acknowledges that prior to upgrading third party software which are integrated with Xap childcare management software, the Licensee is solely responsible to verify and ensure that such third-party software is compatible with their current or future versions of Xap childcare management software. The most significant applications which the Licensee should carefully check for compatibility before upgrading are: new versions of operating systems, databases, APIs, web servers, report engines, business intelligence software, accounting software, project planning tool, CRM application, reporting tools, or any other third party tools used by or integrated with the Xap childcare management software. The Licensor will not be responsible for any failures or malfunctions’ resulting from such upgrades and reserves the right not to provide support for such installations.
6. Support Discontinuance
Company agrees to support any given version of the APIs after its upgrade for 12 months as of its official release, regardless of Licensee’s decision to upgrade to the new version or not upon the availability of such upgrade.
7. Issue Reporting
Xap can support our clients best when clients reports the issues/feature request through right channel for us to be able to track and resolve our queries and meet our SLAs. User can report the issues by raising a ticket on our helpdesk portal or doing a live chat. If during the business hour, it is best to raise the ticket first and then call our helpdesk if the phone support is needed.
8. Limitation of the SLA
The SLA expressly excludes the following:
- Installation, configuration and technical support for Licensee equipment or operating systems
- Technical support, consultation or problem resolution pertaining to software applications other than those supplied by Licensor and described in this Agreement
- Resolution of problems resulting from negligence of the system user. Including specifically the incorrect data entry, the use of altered data and the failure to use the Software according to the instructions provided in the user guide
- Support for new development requests, integration and custom reports, whether developed by Licensee or any party other than Licensor
- Any alterations or additions, performed by parties other than Licensor, except for programs using product interfaces provided by Licensor
- Use of the Software on an Operating Environment other than that for which such Software was designed, except as expressly prescribed in the user guide
- Maintenance and support for non-production environments and sand boxes
- Data migration
If the Licensee requires that a member of the Licensor’s staff provide services pertaining to any of the above exclusion which are not included as part of the SLA, the Licensee hereby agrees to pay the Licensor for these services according to the daily support service rate then in effect, pror