This document has been produced to outline the expectations of the SureCloud services with financial backing to our commitment to these service levels.
The policy ensures fairness in understanding by making clear:
The goal of this policy is to establish service expectations and informing customers of the prioritization and service levels. SureCloud’s Customer Success goal is for all customers to have a valuable and well running platform.
This policy applies to the service desk as well as platform service availability.
The platform availability or uptime is our commitment to ensure that the platform is available for use.
Platform availability is calculated as follows:
(Total number of minutes in a month – Downtime) / Total number of minutes in a month
The figure is expressed as a percentage.
Monthly Platform Availability / Uptime percentage | Service Credit |
< 99.9% | 2.5% |
< 99.0% | 5.0% |
< 98.0% | 7.5% |
“Downtime” is defined as the total minutes per month during which the aspects of the service are unavailable, excluding planned downtime and unavailability of service.
“Planned Downtime” is defined as any period of downtime, which is communicated by SureCloud in advance. SureCloud generally schedules these out of business hours for our customers, but emergency planned downtime may be unavoidable.
In the event that SureCloud’s primary data center suffers a catastrophic failure, the backup data center will be brought online with the following targets.
Objective | Target | Service Credit |
Recovery Point Objective (RPO) | 1 minute | 2.5% |
Recovery Time Objective (RTO) | 4 hours | 2.5% |
Data Recovery from Backup | 2 days | – |
Issues raised through SureCloud’s service desk will be categorized as follows.
Priority | |
Urgent |
|
High |
|
Normal |
|
Low |
|
N/A |
|
SureCloud provide the following service levels against issues raised.
Definition | |
First Reply Time | The time between a ticket submitted to the service desk and the first response to the originator of the ticket from a Customer Success consultant. |
Next Reply Time | The time between any additional comment or question and the response from the Customer Success consultant. |
Periodic Update | The time between each Customer Success consultant update. |
SureCloud will provide the following service levels in relation to technical support (all timings are within contracted support hours):
Urgent | High | Normal | Low | |
First Reply Time | 1 hour | 1 Hour | 4 hours | 8 hours |
Next Reply Time | 1 hour | 2 hours | 4 hours | 16 hours |
Periodic Update | 4 hours | 8 hours | 40 hours | – |
Resolution | 16 hours | 32 hours | – | – |
For change requests submitted via the support desk.
The SLA has been provided per scoped area and is measured in working days once the request has been received by SureCloud’s Customer Success Team and the scope of the change (and commencement date) has been agreed:
Scoped Area | SLA (request resolution) |
Data Import | Determined as part of change request |
Configuration changes to responses and layouts | 5 days |
Configuration changes to notifications | 10 days |
Configuration changes to formulas | 5 days |
Configuration changes to reports and dashboards | 5 days |
Creation of reference data forms | 5 days |
Creation or modification of references | 5 days |
Creation or modification of simple workflows | 10 days |
Modification of complex workflows | 20 days |
Testing and deployment changes | Determined as part of change request |
See Fair Usage policy for subscription change request entitlement
If SureCloud fails to meet our service levels, you may submit a claim for a service credit.
Claims may not be made:
You must submit a claim by email through SureCloud’s service desk that includes:
Claims must be received by SureCloud, with all required information, by the end of the calendar month following the month in which the issue/incident occurred. For example, an incident on the 15th February would need to be claimed by 31st March.
SureCloud evaluates all information reasonably available and makes a good faith judgment on whether a Service Credit is owed. If SureCloud determines that a Service Credit is owed to you, we will apply owed service credit either in the form of a credit against the renewal of licenses or against future consulting services.
SureCloud evaluates all claims fairly but may exclude claims for the following reasons: