Service Level Agreement (SLA) - Acceo

For: ACCEO Smart Vendor Customers

By: ACCEO Smart Vendor

Effective Date: May 1, 2020

Document Owner: ACCEO Smart Vendor


Version Date Description
1.1 04-05-2020 Service Level Agreement

1.   Agreement Overview

This document is a Service Level Agreement (SLA) between the customer of ACCEO Smart Vendor and the Customer Success team of ACCEO Smart Vendor.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2.   Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent support and service to the Customer(s) by ACCEO Smart Vendor.
The goal of this Agreement is to obtain mutual agreement for customer support provision between ACCEO Smart Vendor and the Customer(s).
The objectives of this Agreement are to:

  1. Provide clear reference to service ownership, accountability, roles, and/or responsibilities.
  2. Present a clear, concise, and measurable description of service provision to the customer.
  3. Explain how the level of priority is assigned to tickets
  4. Match perceptions of expected service provision with actual service support & delivery.

3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

  • Customer support Service Provider(s): ACCEO Smart Vendor
  • Customer(s): Customers using ACCEO Smart Vendor covered by the Support plans

4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

5.   Service Agreement

5.1 Service Scope

The following Services are covered by this Agreement;

  • Manned telephone support
  • Monitored email support
  • Remote assistance using Remote Desktop and a Virtual Private Network where available

5.2 Customer Requirements

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

  • Payment for all support costs at the agreed interval.
  • Reasonable availability of customer representative(s) when resolving a service-related incident or request.

5.3 Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

  • Meeting response times associated with service-related incidents.
  • Appropriate notification to Customer for all scheduled maintenance and service changes.

5.4 Service Assumptions

Assumptions related to in-scope services and/or components include:

  • Changes to services will be communicated and documented to all stakeholders.

6.   Service Management

6.1 Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

  • Telephone support: 9:00 A.M. to 6:00 P.M. (Eastern Standard Time) Monday to Friday
  • Email support: Monitored 9:00 A.M. to 6:00 P.M. (Eastern Standard Time) Monday – Friday
  • Emails and calls received outside of office hours will be collected, however, no action can be guaranteed until the next working day
  • Emergency After Hours support (request must be called into the Emergency Support Line):
      • Monitored 6:00 P.M. to 9:00 P.M. (Eastern Standard Time) Monday – Friday
      • Monitored 9:00 A.M. to 9:00 P.M. (Eastern Standard Time) Saturday/Sunday

6.2 Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:

  • Within 1 hour(s) (during business hours) for issues classified as Priority 1.
  • Within 1 business day for issues classified as Priority 2 and 3 (If the ticket is raised within considerable business hours *See below*)
  • Within 24 business hours for issues classified as Priority 4 and 5.
  • Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

6.3 Priority assignment

ACCEO Smart Vendor Customer Success reserves the right to determine the severity of a fault with Smart Vendor (SV), however, the principles to which severity and priority will be determined are outlined below.

Priority 1

Definition: A situation where the Customer loses the ability to use a critical or core part of Smart Vendor’s functionality which immediately and/or fully impairs their ability to perform core tasks in the program.

Examples: SV down (hardware or Software); SV is not saving transactions; Pin-pad down; Cash drawer/receipt printer down; error message (all bar consolidation); SAAS HO Cannot connect; date needs to be changed however SV will not let them.

Timescale: A Customer Success personnel will be in contact with the customer within 1 working hour.

Priority 2 and 3

Definition: A situation where the Customer experiences impaired function of a core part of the program or loses functionality in a secondary (or non-core) part of the program. This situation forces the customer to find a workaround to the problem but it still allows them to process sales or perform functions that are integral to the use of the program.

Examples: Consolidation; web services are down; gift card errors; voiding transactions (same day only); special order/layaway fixes; accounts receivable (SV); year-end (if they are working on it then); networking (within our remit or using the equipment we sold them); data collector down; expiry messages; Secure Online Backup (SOB)

The difference between Priority 2 and Priority 3 is determined by the number of people the issue effects, or by the nature of the problem. As an example, a call to void transactions at 5:00 PM the same day is a Priority 2 due to how time-sensitive the issue is. Whereas a consolidation ticket raised at 9:00 AM would be priority 3.

Timescale: A Customer Success personnel will be in contact with the customer on the same working day as long as the ticket is raised within those hours and we are given enough time to react to the ticket being in the queue (meaning the customer gives us reasonable time to take action).

Priority 4 and 5

Definition: Priority 4 and 5 tickets are those where there is no evidence that Smart Vendor functionality is impaired, a situation where the customer needs to be educated on how the system works or with general queries that are in no way time-sensitive. This also covers situations where the customer is unaware of the scope of the product or covers the more advanced functions of the product.

Examples: Year-end advice; reports; general questions; hardware advice; anti-virus; Windows advice.

Timescale: A Customer Success personnel will be in contact with the customer within 24 business hours of the ticket being raised

As a rule, Contact with the customer does not imply that the ticket or the issue is resolved. As the resolution is something that cannot be timed accurately, our SLA will cover customer contact alone.

For the sake of reporting. SLA “Failures” are those tickets with the set priority that exceed the time scale mentioned above relative to their priority.

For questions regarding the SLA contact the Customer Success Team directly by phone or by email.