Agreement Overview

This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between Adonis and Customer for the provisioning of Support services required to sustain the Adonis Software.

 

Definitions

We refer to the Adonis definitions. 

 

Agreement Period

This Agreement is valid from the Effective Date, as outlined in the Master Agreement, and remains valid until replaced by a revised agreement mutually agreed upon by both parties to this Agreement.

 

Periodic Review

This Agreement should be reviewed at a minimum once every 12 months. In the instance where no review has taken place within a 12 month period the current version of this Agreement will remain in effect.

All amendments to this Agreement shall be made in writing.

 

Scope of Service

To ensure the required service availability and ability of the Adonis software, Adonis will make available qualified support resources to efficiently respond to incidents and general service requests by the Customer.

 

Deliverables

The following are the overall Support Services covered by this Agreement;

• Incident Management and Critical Support
• Handling of Service and Change Requests
• Upgrades and Release management for Hosted office systems

 

Service Availability

The following detailed service parameters are the responsibility of Adonis in the ongoing support of this Agreement.

• Monitored email support
• Manned support by phone
• Monitored chat support
• Remote assistance by screensharing or remote connection
• Regular reviews by allocated Adonis Key Account Manager
• Statistics and service reports
• Service review
• Release documentation and upgrade sets
• Access to Adonis standard documentation and the Adonis knowledge base Confluence

 

Adonis responsibilities in support of this Agreement include

• Meeting response times associated with service related incidents according to the Priority Matrix.
• Providing appropriate notification to Customer for all scheduled maintenance.

• Ensuring that changes to services are communicated and documented to all stakeholders.
• Make available information on upgrades and release schedule through direct communication or through our online knowledge base.

 

Service Level

Adonis provides two different levels of support services. These are outlined in the Support Service Matrix below.  

 

Support Service Matrix	Standard Support	Premium Support
Monitored Email Support	Within Office Hours	24/7/365
Manned Support by Phone	Within Office Hours	24/7/365
Monitored Chat Support	Within Office Hours	24/7/365
Remote Support assistance via screensharing or remote connection
Regular reviews by allocated Adonis Key Account Manager
Access to Product upgrades, updates & patches
Access to Adonis Standard Documentation and the Adonis Knowledge Base Confluence.

 

 

Incidents and Service Requests Response Times

According to the Priority Matrix below, Adonis will respond to service-related incidents and/or requests submitted by the Customer in support of services outlined in this Agreement. Incidents taking place during planned maintenance periods, and incidents caused by any third-party service that the platform is depending on, are exempt from the response, update and target resolutions times.

Priority	Description of Priority Severity & Impact	Initial Response	Target time for Resolution
Priority  1   CRITICAL Service unavailable	Loss of critical functionality or critical data. Severe and immediate impact on business. No workaround can be provided. ​	1 hour	8 hours
Priority 2   HIGH Service degraded	Affects major functionality or major data. Loss of critical functionality. A workaround can be provided.​ Operation can continue in a restricted manner or the users will experience reduced system functionality.   No access to the solution or critical functionality fails, but restart or recovery is possible Performance is severely degraded ​	Initial response within 4 hours.	48 hours
Priority 3   MEDIUM Minimal Disruption	The defect affects minor functionality or non-critical data. This causes minimal interruption of the Software or site functionality with a minor impact. ​Performance is minimally degraded.	48 hours	N/A
Priority 4 ​    LOW  Does not affect functionality	Minor errors or malfunctions that do not affect functionality or data, nor impact productivity or efficiency. ​  All requests for change and general service request that are not incidents.	5 working days	N/A

 

Severity Level

The Customer must indicate the initial severity level when reporting an issue to Adonis Service Desk. Adonis may, based upon our own judgement and after communicating with the customer, descalate or escalate the severity level.

Incidents outside target resolution time

Incidents classified as Priority Level 3 and 4 will not be part of the response time matrix performance. Progress and status of such incidents will be available through our Customer Portal. Adonis will, at its sole discretion, decide what further actions to take on these tickets if any.

 

Customer Obligations

Customer's responsibilities and/or requirements in support of this Agreement include:

• Payment for all support costs at the agreed interval.
• Availability of customer representative(s) when resolving a service-related incident or request.
• If required by Adonis, the Customer shall supply all necessary and relevant information to perform our Support Services.
• Provide remote accesses to the software platform as necessary to solve any issues.
• The Customer is responsible for following the Adonis upgrade path for the software.

 

Terms and Conditions

Terms and conditions are set forth in the Master Agreement and Addendums.