Service Level Agreement
1. target setting
This document serves to define the scope of the ongoing user support (hereinafter: “Support”) provided by Invitario GmbH for its customers or the users of the Software-as-a-Service solution “Invitario”.
2. scope of application
Support is available to customers with a valid software usage contract for Invitario for the duration of the valid contract term. Support is included in the scope of the defined “Support Level” (see Chapter 5.) of the scope of services of the user agreements for the Invitario Software-as-a-Service solution.
3. Definition of Support Services
Support includes all those activities that serve to maintain the ongoing, undisturbed operation of Invitario for all users, as well as to ensure the smooth use of Invitario for the individual user within the respective, agreed scope of services.
The support therefore includes:
- the explanation of existing program functions,
- the identification of solutions to user questions,
- the rectification of technical faults,
- the correction of software errors (“bugs”).
Folgende Leistungen sind nicht Teil der Support Leistungen:
- Changes and enhancements to existing functions or functional areas as part of the ongoing development of the software,
- Creation and implementation of new functions as part of the ongoing development of the software,
- Setting up event and registration processes (e.g. guest list uploads, segmentation, creation of mailings, etc.),
- Creating, entering, changing and checking content (e.g. texts, images, design facilities, etc.),
- Logic checks of the login processes or test runs of events,
- Plausibility check of invitation processes, segmentations and automations created by the user,
- Consistency checks of user data.
Unless otherwise agreed, customers will be informed by Invitario if requested services do not fall under support but under “Managed Services”. In this case, the “Managed Service” services incurred will be invoiced by Invitario at the following rates, unless otherwise agreed:
- On a time and material basis at an hourly rate of EUR 120 and in 15-minute units.
- EUR 180 for urgent orders with prompt implementation within the same calendar day or outside support hours (see chapter 7).
3.1. Support Typen
Invitario distinguishes between “First Level Support” and “Second Level Support”
3.1.1. “First Level Support”
In the event of problems or questions, the user must first take the following measures themselves:
The user searches for the required information or necessary assistance in the Invitario “Knowledge Base”, which can be accessed at https://support.invitario.com.
In the event of problems, the user first checks the connection to the Internet, network settings (proxy, firewall, etc.), any browser settings (plug-ins, etc.), e-mail client settings and ensures that only the latest version of the “Firefox” or “Chrome” browsers are used in the event of problems in the administration interface.
3.1.2. “Second Level Support”
Only if no satisfactory solution is found in “First Level Support” is a direct support request sent to Invitario (see Chapter 4.).
3.2. User types
With regard to support services, Invitario distinguishes between the following user types, which have different authorizations for access to support:
3.2.1. “Key User”
Key users can use all Invitario Support Services according to the support level of the assigned account (see chapter 4.).
3.2.2. “End User”
Only have access to the Invitario “Knowledge Base”. All other support requests must be made to or via an assigned “Key User”.
4. support sources or channels
4.1. Knowledge Base
Online access to the extensive documentation on the use of Invitario: https://support.invitario.com
4.2. Helpdesk
For each request, a so-called “support ticket” is created in the helpdesk, which is given a unique ID and contains all the information provided by the user (see also Chapter 6.). The user is aware that the quality and scope of the information provided contribute significantly to the solution of the request and therefore endeavors to provide all relevant information, in particular
- Exact description of the problem or request,
- In the event of a problem: information on reproducibility (browser used, mail client, links, IDs, url called up, screenshots, etc.),
- the actually desired behavior.
Requests to the Invitario Helpdesk are sent directly via the Invitario administration interface using the “Help” icon in the header line.
Receipt of the ticket is confirmed immediately and the ticket is processed as promptly as possible, but within the “response time” defined by the support level (see section 5).
4.3. Call-back telephone support
A support ticket requesting a callback can be submitted via the helpdesk (see section 4.1). Telephone contact is made as promptly as possible, but within the “response time” defined by the support level (see chapter 5.).
5. Support Level
The support level regulates access to support channels and the response times for support services. It always relates to a customer’s account and is defined as part of the order (unless otherwise agreed, as part of the usage package). Support services can only ever be requested within the scope of the support level ordered. The support level applies to all key users assigned to the account (see section 3.2.).
5.1. Bronze
-
Access to the knowledge base
- Access to the helpdesk
Response time for tickets: 48 hours (Saturdays, Sundays and public holidays are not taken into account)
5.2. Silver
- Access to the knowledge base
- Access to the helpdesk
Response time for tickets: 24 hours (Saturdays, Sundays and public holidays are not taken into account)
5.3. Gold
- Access to the knowledge base
- Access to the helpdesk
Response time for tickets: 24 hours (Saturdays, Sundays and public holidays are not taken into account) - Access to call-back telephone support
Response time: Enquiries by 13:00 on the same working day
Response time: Requests after 13:00 until 12:00 on the following working day
6. support ticket category
For efficient processing of support services, all support requests are categorized and processed in the form of “support tickets”. These are divided into the following categories:
- Critical problem
All problems that make it impossible to access the software. - Serious problem
All problems that affect a specific function or functional area, making it unusable or only usable to a limited extent. - Slight problem (“bug”)
All problems that cannot be assigned to one of the above-mentioned problems. - User questions
Questions about the application or assistance.
7. support times and response times
Support requests are processed by the Invitario support team exclusively on working days from Monday to Thursday between 09:00 and 17:00 and on Fridays between 9:00 and 15:00. Direct telephone support is also only available during these support hours.
The measurement of the response time begins with the automatic confirmation of receipt of the ticket after the request has been sent to Invitario and ends with the first qualified contact by Invitario. This qualified contact can also be made in the form of messages via the “Broadcast” function in the Invitario administration interface for general information (e.g. information on critical problems in the system).
The response times defined in the service level (Chapter 5.) apply to all tickets created within these times. For “critical” and “serious” problems, a maximum response time of four hours is agreed.
8. availability of the software
8.1. Planned maintenance work
Technical maintenance work is regularly required to further develop the software and keep the technical environment up to date. Invitario guarantees to keep this maintenance work as short as possible so that it affects usability as little as possible. Maintenance work requiring a maintenance window of longer than 15 minutes will be carried out outside normal business hours and announced with sufficient lead time.
8.2. Availability rate
Availability is calculated on the basis of 24/7 availability in a 1-year period and expressly excludes periods for software maintenance, as well as any network failures, errors at subcontractors or “force majeure”.
Invitario guarantees Invitario users that it will take all technical precautions to minimize any downtime. Users acknowledge that Invitario has no influence on incidents such as a major Internet network failure.
In the event of unavailability of the software, Invitario will take all necessary measures to restore availability as quickly as possible.
9. contact options
If you have any questions about the Service Level Agreement, please contact: sales@invitario.com
Status: 01/2019
