Service Level Agreement

This service level agreement (‘SLA’) describes the levels of service a consumer (the client) may receive from Relokia (‘Vendor’). This page also serves as a set of guidelines to inform decision making within Relokia and the support services provided by the Vendor.

This page should be read along with the Terms of Service between the client and the Vendor. Although the SLA covers key areas of the client’s provided services and support, other contracts may include areas not covered by this SLA.

Purpose

This SLA is an important part of the contract between the client and the Vendor. It aims to enable the two parties to work together effectively.

The document is limited in scope since it sets official policy for providing help through the Support Center. By setting down these policies and channeling requests for help through the website, we hope to provide better service, have an accurate profile of user needs, and demonstrate the appropriate level of staff needed to handle the volume of requests.

Services covered

This SLA covers only those services provided by the Vendor to the client for purposes of migrating data between systems. The Vendor offers a number of tools and services to migrate data between help desk systems, learning management systems, and other systems stated on the website. This SLA contemplates only those above-named services and makes no guarantees or representations as to the provision or availability of any other service that may be provided by the Vendor as an ancillary benefit to its clients.

Parties

This agreement is intended to cover Relokia, including:

  1. Service Management
  2. Support Department
  3. Technical Department

Exclusions

The Vendor will always do everything possible to rectify every issue promptly. However, there are exclusions. This SLA does not apply when:

  • The client has caused the problem. E.g., the client made changes to the migration configuration without notifying or consulting the Vendor.
  • The client has prevented the Vendor from performing required maintenance and update tasks.
  • The client has caused the corruption of data or an unsatisfiable outcome. For instance, not having thoroughly checked the result of the test migration and proceeding the migration of all data.

Methods of Contact

Customers may raise a ticket or ask a question online by submitting a contact form. Or contact the Vendor directly at contact [at] relokia.com

Hours of Operation

The Vendor provides customer service during standard Ukrainian business days.

The service is available Monday through Friday, from 8 am till 12 am (UTC+2).

The schedule might change in case of emergencies, holidays, etc.

Response times

The response time measures how long it takes the Vendor to respond to a support request raised via Vendor’s support system.

The Vendor is deemed to have responded when it has replied to the client’s initial request. This may be in the form of an email or telephone call, to either provide a solution or request further information.

Response times are measured from the moment the client submits a support request via Vendor’s online support system.

Response times apply during Vendor’s hours of operation (8 am — 12 am, Monday through Friday) only, unless the contract between the client and the Vendor specifically includes provisions for out of hours support.

Subject to the above limitations, Vendor promises to respond to support requests within twenty-four (24) hours. The actual response period may differ depending on the volume of requests at any point in time.

Resolution times

The Vendor will always do its best to resolve problems as soon as possible. It recognizes that the service provided by the Vendor has an impact on the client’s business and that any downtime can cost money.

However, the Vendor is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously.

For instance, it may be possible to resolve the problem with data migration in hours, only by making small adjustments to the setup. But it may take longer to continue the migration process in case there are adjustments that the client has to do on their side.

In all cases, the Vendor will do its best to resolve issues as quickly as possible. The Vendor will also provide progress updates to the client.

Vendor responsibilities

The Vendor will provide and maintain the service used by the client.

Additionally, the Vendor will:

  • Ensure that relevant services and information are available to the client where and when necessary.
  • Respond to support requests with the timeframe stated in Response Times.
  • Take steps to escalate and resolve issues in an appropriate, timely manner.
  • Maintain good communication with the client at all times.

Responsibilities of Those Making a Request

The client will use the Vendor-provided services as intended.

When contacting the Vendor, the client must provide:

  1. A valid email address. If the client uses any spam protection, make sure you add contact [at] relokia [dot] com to the white list.
  2. A valid phone number.
  3. A clear and specific description of the problem or request, including information regarding any error messages you may have received.

If one of the points mentioned above is not met, the Support Staff will contact the client (up to 3 times in case there’s no answer) to clarify the issue. If the client does not provide any relevant information or takes no required action, the issue is considered solved. Relokia reserves the right to completely stop the support if the issuer uses abusive language or statements.

Additionally, the client will:

  1. Notify the Vendor of issues or problems promptly.
  2. Provide the Vendor with required credentials, information, etc., for maintenance, updates and fault prevention.
  3. Maintain good communication with the Vendor at all times.

Custom Migration Service

Custom migration service means that the client can request the Vendor to write custom code if the standard service does not meet their needs.

The custom service includes but is not limited to:

  • data filtering
  • data mapping
  • configuring the target instance

After the client submits a request for customer service, the Vendor will ask for requirements, estimate the complexity, provide a quote, and a timeframe within which the customization will be completed.

Custom service is provided at an additional cost. To receive a custom migration service, the client must pay for it before they can evaluate the outcome.

Having received the custom service, the client has 7 (seven) days to report any issues. If the client hasn’t reported any problems, the customization is considered successful. All further changes will be provided at an additional cost.

The custom migration service is non-refundable.

Conditions of Access Details

To provide the service, the Vendor will request specific credentials and information.

During the data migration and 5 (five) days after its completion, the Vendor stores the information about it to resolve any issues that may arise. If the client doesn’t report any problems within five (5) days, the Vendor considers the migration successful and removes the information related to it.

The Vendor also recommends changing the passwords and restricting any access that has been granted to the Vendor for data migration. This should be done 5 (five) days after the migration has been completed.

Data Remigration

The remigration service allows moving the data between the same source and target instance for the second time.

The client may request this service if:

  1. The data was first migrated to a sandbox instance and now needs to be moved to production.
  2. The migration needs to be customized to meet the client’s needs.
  3. There were updates to users in the target system.
  4. There were changes made to the source data.

Data remigration costs 50% of the initial price of the migration. However, the Vendor will provide the remigration service for free if the need for it was caused by technical issues on the Vendor’s side.

The Vendor does not hold responsibility for data corruption or unmet outcome of the migration caused by the client. E.g., if the client migrated all data without having thoroughly checked the result of the test migration.

Requesting data remigration

The client should raise a ticket describing their request.

Note that this procedure will remove any changes or updates that you have made to the records on the target instance.

Right of termination

The Vendor recognizes that it provides services that are critical to the client’s business.

If the Vendor consistently fails to meet the service levels described above, the client may stop using the service, with no penalty.

This right is available to the client if the Vendor fails to meet the responsibilities or response time levels more than five times in any single calendar month.