{"id":1602,"date":"2023-05-21T15:45:23","date_gmt":"2023-05-21T15:45:23","guid":{"rendered":"https:\/\/asint.net\/?page_id=1602"},"modified":"2024-02-14T19:27:21","modified_gmt":"2024-02-15T02:27:21","slug":"service-level-agreements-slas","status":"publish","type":"page","link":"https:\/\/asint.net\/service-level-agreements-slas\/","title":{"rendered":"Service Level Agreements (SLAs)"},"content":{"rendered":"\t\t
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INTENT OF THIS PAGE<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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This page intends to allow customers to quickly access our SLAs for reference. Please note a signed agreement is required for customers for a contractual version.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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The AsInt Service Level agreement can be downloaded\u00a0here<\/a>\u00a0for signature.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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CHANGES TO SLAs<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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  • September 2019<\/strong>
    • Initial Creation of SLAs and published by AsInt, Inc.<\/li><\/ul><\/li>
    • October 2021<\/strong>
      • Updated hours of support.<\/li>
      • Updated with new products.<\/li><\/ul><\/li>
      • February 2024<\/strong>
        • Updated hours of support.<\/li>
        • Updated response and resolution times.<\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          SLA INTRODUCTION<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          This is a Service Level Agreement (SLA) between AsInt and its software solutions users. This document identifies the services provided and the expected level of services between by AsInt for commercially engaged customers.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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          Please note this page is for reference to our customers. A signed agreement is required for commercial engagements.<\/p>\n

          Subject to review and renewal annually.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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          DEFINITIONS, CONVENTIONS, ACRONYMS, AND ABBREVIATIONS<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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          • SLA<\/strong>\u00a0= Service Level Agreement<\/li>
          • Accuracy<\/strong>\u00a0= Degree of conformance between a result specification and standard value.<\/li>
          • Timeliness<\/strong> = The characteristic representing a performance of an action that leaves sufficient time remaining so as to maintain SLA service expectations.<\/li>
          • SaaS<\/strong>\u00a0= Software as a Service<\/li>
          • IT Operations Department<\/strong>\u00a0= A customer unit responsible for internal IT Operations.<\/li>
          • KPIs<\/strong>\u00a0= Key Performance Indicators<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            PURPOSE AND GOALS<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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            The purpose of this SLA is to specify the requirements of the SaaS service as defined herein with regards to:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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            • Requirements for SaaS service that will be provisioned to users of AsInt products<\/li>
            • Agreed service targets<\/li>
            • Roles and responsibilities of AsInt, Inc.<\/li>
            • Duration, Scope and Renewal of this SLA contract<\/li>
            • Supporting processes, limitations, exclusions and deviations.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              CONTRACTUAL PARAMETERS<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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              This section specifies the contractual parameters of this agreement. Once an agreement is signed with a customer, you can expect the below.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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              1. Contract renewal must be requested by the customer at least 30 days before the expiration date of this agreement.<\/li>
              2. Both signatory parties must agree with modifications, amendments, extensions,and early termination of this SLA.<\/li>
              3. The Customer requires a minimum of 60 days\u2019 notice for early termination of this SLA.<\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                KPIs AND METRICS FOR SAAS PRODUCTS<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                The Key Performance Indicators (KPIs) will vary based on the Application Type, and Cloud-based Software-as-a-Service (SaaS) and mobility.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                SaaS Monthly Commitment<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                1. 99% or higher<\/strong><\/li>
                2. Measurement = Uptime<\/strong><\/li><\/ol>

                  The AsInt Mobile applications are currently freeware and therefore are excluded from the above SaaS KPIs. However, they are very reliable and also achieve a 99% uptime.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                  PRIORITIES AND DESCRIPTIONS<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                  \"\"<\/figure>

                  When submitting an item, users can define the Priority. By default, the Priority is set to Important.<\/p>

                  Note:<\/strong>\u00a0As the AsInt team performs the initial triage of the issue, we reserve the right to change the Priority based on the below definition.<\/p>

                  Critical, Priority 1<\/em><\/strong><\/p>

                  1. The problem results in extremely serious interruption to a customer\u2019s production system and has affected, or could affect, the entire user community.<\/li>
                  2. Tasks that should be executed immediately cannot be executed because of a complete crash of the system, or by interruptions in the main functions of the production system.<\/li>
                  3. Data integrity is compromised.<\/li>
                  4. The service request required immediate processing, as the problem can result in financial losses.<\/li><\/ol>

                    Urgent, Priority 2<\/em><\/strong><\/p>

                    1. The problem results in extremely serious interruption to normal operations, or the issue will negatively impact the enterprise-wide production system rollout.<\/li>
                    2. Import tasks cannot be performed In a production system, but the error impairs essential operations.<\/li>
                    3. Processing can continue in a restricted manner.<\/li>
                    4. Data Integrity may be at risk.<\/li>
                    5. The service request requires timely processing, as the malfunction could cause serious interruptions to critical processes or negatively impact business decisions.<\/li><\/ol>

                      Important, Priority 3<\/em><\/strong><\/p>

                      1. The problem causes interruption to normal operations.<\/li>
                      2. It does not prevent the operation of a system, or else there is a minor segregation in performance.<\/li>
                      3. The error is attributed to malfunctioning or incorrect behavior of the Software.<\/li>
                      4. The issue will impact a pilot or proof-of-concept deadline.<\/li><\/ol>

                        Recommendation, Priority 4<\/em><\/strong><\/p>

                        1. A recommended change to an existing feature to optimize a work process, or a recommended new feature to an existing application.<\/li>
                        2. The change in the feature, or an additional new feature, does not prohibit existing normal use of the Software.<\/li>
                        3. The service does not require timely processing, though escalation can occur to ensure the addition or change meets the customer\u2019s needs.<\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                          ESCALATION PATH<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                          • Users of the online ticketing system can change the Priority, self escalating the Priority, response, and resolution.<\/li>
                          • If the submitter of the ticket does not believe the item is being handled properly, they can escalate the ticket to the AsInt management team at the below contact information:
                            • Rohan Patel, CEO, rohan.patel@asint.net<\/li>
                            • Jarret Reeves, CTO, jarret.reeves@asint.net<\/li>
                            • Michael Warren, COO, michael.warren@asint.net<\/li><\/ul><\/li><\/ul>

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                              RESPONSE AND RESOLUTION<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                              Critical, Priority 1<\/strong><\/p>

                              • Response:\u00a0<\/strong>4 Hours<\/li>
                              • Resolve:\u00a0<\/strong>24 Hours<\/li>
                              • Measurement based on ticket support responses and closure.<\/li><\/ul>

                                Urgent, Priority 2<\/strong><\/p>

                                • Response:\u00a0<\/strong>8 Hours<\/li>
                                • Resolve:\u00a0<\/strong>3 Business Days<\/li>
                                • Measurement based on ticket support responses and closure.<\/li><\/ul>

                                  Important, Priority 3<\/strong><\/p>

                                  • Response:\u00a0<\/strong>16 Hours<\/li>
                                  • Resolve:\u00a0<\/strong>5 Business Days<\/li>
                                  • Measurement based on ticket support responses and closure.<\/li><\/ul>

                                    Recommendation, Priority 4<\/strong><\/p>

                                    • Response:\u00a0<\/strong>16 Hours<\/li>
                                    • Resolve:\u00a0<\/strong>Subject to roadmap inclusion.<\/li>
                                    • Measurement based on ticket support responses and closure.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                                      EXCEPTIONS AND LIMITATIONS<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                                      This SLA is subject to the following exceptions and special conditions:<\/p>

                                      • AsInt cloud based apps are down due to the SAP Business Technology Platform availability.<\/li>
                                      • AsInt Apps are down due to customer IT Operations Department and IT infrastructure.<\/li>
                                      • The customer uses the AsInt customer support portal for tracking requests and KPI generation.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                                        RESPONSES AND RESPONSIBILITIES<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                                        Customer responsibilities<\/strong>:<\/p>

                                        • The Customer should provide all necessary information and assistance related to service performance that allows the AsInt to meet the performance standards as outlined in this document.<\/li>
                                        • Customer shall inform AsInt regarding changing business requirements that may necessitate a review, modification, or amendment of the SLA.<\/li>
                                        • Customers are submitting tickets and are using the AsInt ticketing system to track metrics.<\/li><\/ul>

                                          AsInt responsibilities<\/strong>:<\/p>

                                          • AsInt will act as a primary support provider of the services herein identified except when third-party vendors (e.g. SAP) are employed to assume appropriate service support responsibilities accordingly.<\/li>
                                          • AsInt will inform the customer regarding scheduled and unscheduled service outages due to maintenance, troubleshooting, disruptions or as otherwise necessary.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                                            SOFTWARE SUPPORT AVAILABILITY\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                                            • An online support portal, with a Knowledge Database and access to a ticketing system, is available 24\/7.<\/li>
                                            • The support desk, using the online support system, is monitored from India and North America, and will soon provide 24-hour coverage during working days of Monday through Friday.*<\/strong><\/li>
                                            • For weekend support, we also monitor the online support system. However, delayed response times may occur.<\/li><\/ul>


                                              *Note<\/strong> – We plan to start providing 24-hour support during the working days of Monday through Friday via the support desk by June 2024.\u00a0<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                                              WHAT\u2019S COVERED UNDER SOFTWARE SUPPORT AGREEMENT<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                                              The Annual SaaS (Software as a Service) fee covers:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                                              1. New Software Features and Feature updates. Typically deployed quarterly, but with cloud deployment it could be deployed more frequently. AsInt typically performs the updates, ensure all customers are running the same software code base.<\/li>\n
                                              2. Bugs with the AsInt Apps deployed to the tenant. Users can record an issue at asint.net\/support.<\/li>\n
                                              3. AsInt will be the first line support for the SAP Apps, for example the Equipment, Locations, Notifications, etc\u2026deployed within the tenant. AsInt will triage the issue and raise and track the bug with SAP.<\/li>\n
                                              4. On-line self-paced training found at asint.net\/training.<\/li>\n
                                              5. AsInt allocated 16 hours a year for online instructor lead training. AsInt reserves the right to charge additional service fees if the training exceeds 16 hours and\/or is in-person training.<\/li><\/ol>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                                                WHAT\u2019S NOT COVERED UNDER SOFTWARE SUPPORT AGREEMENT<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                                                Contracted Professional Services that are man-hour related services. Examples of this include:<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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                                                • Data conversion and migration<\/li>
                                                • Software setup and configuration<\/li>
                                                • Consulting on topology and solution stack, examples of this include security, cloud to on-premise data sync, upgrading landscapes, etc.<\/li>
                                                • Custom report development<\/li>
                                                • Advanced training, meaning training that has not already been developed.<\/li>
                                                • Asset Consulting like corrosion studies, RBI assessments, RCM analysis, etc.<\/li><\/ul>

                                                  These services are covered under the professional services terms and conditions and not the software license and support agreement.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

                                                  INTENT OF THIS PAGE This page intends to allow customers to quickly access our SLAs for reference. Please note a signed agreement is required for customers for a contractual version. The AsInt Service Level agreement can be downloaded\u00a0here\u00a0for signature. CHANGES TO SLAs September 2019 Initial Creation of SLAs and published by AsInt, Inc. October 2021 […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_jf_save_progress":"","footnotes":""},"yoast_head":"\nService Level Agreements (SLAs) - Asint, Inc.<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/asint.net\/service-level-agreements-slas\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service Level Agreements (SLAs) - Asint, Inc.\" \/>\n<meta property=\"og:description\" content=\"INTENT OF THIS PAGE This page intends to allow customers to quickly access our SLAs for reference. Please note a signed agreement is required for customers for a contractual version. The AsInt Service Level agreement can be downloaded\u00a0here\u00a0for signature. 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Please note a signed agreement is required for customers for a contractual version. The AsInt Service Level agreement can be downloaded\u00a0here\u00a0for signature. CHANGES TO SLAs September 2019 Initial Creation of SLAs and published by AsInt, Inc. 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