Kallidus Service Level Agreement (Standard SLA)

The Kallidus customer support team work towards the following Target Response and Resolution Times for all Incidents and Requests. Incidents are prioritised and managed by Kallidus according to the impact and urgency. All Response and Resolution Times stated are measured within Support Hours. Targets Resolution Times are not applicable Incidents or Requests that relate to Software Defects or Product Suggestions.

Note that:

• These SLAs apply to all Kallidus Group products, including Sapling
• Support tickets are prioritised and managed by Kallidus according to the impact and urgency
• All Response and Resolution Times stated are measured within working Support Hours
• chargeable work, non-standard change requests, and project work as well as product suggestions are excluded from this SLA

As part of our commitment to continually improve Kallidus products we have a regular maintenance schedule. We continually monitor our systems and infrastructure to ensure it’s in good health. In the unlikely event that any of our products or servers encounters unexpected issues or down-time, view performance updates on the status page.

Kallidus work towards the following service level targets with an overall target of 93% of tickets meeting the targets below:

Priorities

Priority	Description	Impact
Urgent/P1	The software or services are unavailable to fulfil their functions overall. A software error has occurred causing the loss of major functionality. E.g. Full site outage.	Critical
High/P2	The software or services are able to fulfil overall functions, but there is a significant loss of function or major disruption to the use of the software or service, e.g. Reporting is unavailable	Most or all of Users/System
Normal/P3	Minor or cosmetic defects in software which do not affect the ability of the software to fulfil its major functions. E.g defect with a particular page	One or more Users/Areas of system
Low/P4	Incident relating to request for modification or change rather than system faults or errors e.g a Query, questions, request	Low/none

 

Targets for resolution and updates

SLA measure/target	Critical/P1	High/P2	Normal/P3	Low/P4
Initial acknowledgement	Automated notification sent on submission
First response	1 hours	2 hours	4 hours	1 business day
Status updates - Application functionality and issues (excluding defects)	Hourly	Twice daily	Once daily	Every 2 business days
Status updates - software defects	Daily	Weekly	Fortnightly	Monthly
Target resolution - Application functionality and issues (excluding defects)	1 business day	2 business days	3 business days	5 business days
Target resolution - Software defects	Hot fix/1week	2 weeks	1 month	2 months

In situations where Kallidus requires additional information or action from the customer, support tickets are held in a pending status, until a response is received.  This time is excluded from the calculation of service level targets.

You can check on our system status during any periods of degraded service, excluding defects, you can expect to see these regular updates on our status page as per the above.

If you have any questions about this please feel free to ask on your support ticket or talk to your Customer Experience Manager. 

Escalation routes

If you feel that a logged issue has not been dealt with in an appropriate or timely manner, then you can escalate your call with us to other Kallidus team members. Your first point for escalation will be Customer Support Services Manager, Steve Frisby ([e-mail]) or your Customer Experience Manager.

We also really value feedback, so if you have any feedback on what we have done well or where we could do better next time then please feel free to get in touch.

Inclusions

• Access to Kallidus’ online technical support site at www.support.kallidus.com for 3 named contacts
• Incidents affecting the Service, i.e. the Service does not operate as per any user documentation and technical requirements provided
• Performance issues related to Service and not to the Customer’s network or Internet access
• Supply and support of patches to resolve software defects
• Identification of issues relating to any formally certified or approved AICC or SCORM content

Exclusions

• Standard operation of the Service
• Training on the use of the Service
• Identification of any issues relating to content that is not formally certified or approved AICC or SCORM content supplied by a 3rd party
• Support of issues with content supplied by 3rd parties
• Any issues caused by the user error or user data supplied
• Loading of content onto a Customer site
• Uploading of user or training data not covered in an Order Form
• Requests to change configuration of software