Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Roadmap and our users for the provisioning of web services required to support and sustain the Roadmap application. While some customers may have additional provisions on a case by case basis, this SLA represents our commitment to all users, integrations partners, and teams (“users”).
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.This Agreement outlines the parameters of all web services covered as they are mutually understood by the primary stakeholders. 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 app support and delivery to our users.
The goal of this Agreement is to obtain mutual agreement for expectations between Roadmap and our users.
The objectives of this Agreement are to:
Provide clear reference to service ownership, accountability, roles and/or responsibilities.
Present a clear, concise and measurable description of service provision to the customer.
Match perceptions of expected service provision with actual service support & delivery.
Stakeholders
The following Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
Provider(s): Roadmap. (“Provider”)
Customer(s): Users (“Users”)
Periodic Review
This Agreement is valid from January 1, 2017 outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
Contents of this document may be amended as required, at the exclusive discretion of Roadmap and are to be properly communicated.
Service Agreement
The following detailed service parameters are the responsibility of Roadmap in the ongoing support of this Agreement.
5.1. Service Scope
The following Services are covered by this Agreement;
Monitored email & in-app support
Remote assistance using screenshare and a Virtual Private Network where available
Planned or Emergency Onsite assistance (extra costs apply)
Quarterly system health check
5.2.Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
Payment for all app or support costs in a timely manner.
Reasonable availability of customer representative(s) when resolving a service related incident or request.
5.3.Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
Response times within 2 business days.
Appropriate notification to Customer for all scheduled maintenance.
5.4.Service Assumptions
Assumptions related to in-scope services and/or components include:
Access to app.roadmap.space unless revoked at the discretion of Roadmap
Changes to services will be communicated and documented to all stakeholders.
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.
6.1. Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
Email & in-app support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday PST.
Emails received outside of business hours will be collected, however no action can be guaranteed for 2 business days.
6.2. 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:
0-8 hours (during business hours) for issues classified as High priority.
Within 48 hours for issues classified as Medium priority.
Within 5 working days for issues classified as Low priority.
Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request and as agreed to by Roadmap.
Have a question?
Need a clarification? We’d be happy to chat with you and clear things up for you. Anytime!