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Standard Service Level Agreement (SLA)
For the purpose of this document, the standard support agreement is assumed.
Unless otherwise specified in the Relevant Service Agreement and/or Standard Service Agreement, the Xen Customer Success team shall provide Supported Services as per the standard agreement in accordance to the following parameters.
Response Time SLA
Response Time SLA
Response Time refers to the time it takes for the Customer Success team to begin working on a reported issue, not to resolve the issue.
The Customer Success team shall respond to your initial support requests with off-site telephone consultation, email, or live-chat assistance as set forth below.
Severity | Description | Response |
Level 1 Critical Impact | Error that causes the Solution to crash and to be unusable by a large number (>80%) of Authorised Users for the function being performed. | 1h Receipt Response 2h Resolution or Escalation Response During Regular Business Support Hours in your time zone Prioritising service requests is at the sole discretion of the Xen.Ed Customer Success team. |
Level 2 High Impact | Error that does not cause the Solution to crash, but incorrectly performs a function and requires a workaround to be used on a continual basis | 4h Receipt Response 8h Resolution or Escalation Response During Regular Business Support Hours in your time zone The Customer Success team shall resolve the moderate problem in the next General Release or New Release (exclusively to resolve the problem) based on the business priority. |
Level 3 Medium Impact | Error that causes any inconvenience to the user, but does not require the use of a workaround on a continual basis | 24h Receipt Response 72h Resolution or Escalation During Regular Business Support Hours in your time zone The Customer Success team shall resolve the moderate problem in the next General Release or New Release (exclusively to resolve the problem) based on the business priority. |
Level 4 Low Impact | Questions concerning how the Solution functions in certain situations or special request for actions by the Customer Success team | N/A |
Service Component | Service Availability % | Maintenance Hours |
| Xen Digital Learning Platform | 99.9 | Saturday 6:00 AEST/AEDT through Monday 06:00 AEST/AEDT |
FROGED