Service level policy
1. Purpose
This Service Level Policy (SLP) defines the standards and expectations for service availability, response time, and issue resolution for clients using Business Sensor ERP Software. The SLP ensures that clients receive consistent support, effective resolutions, and stable service for their enterprise resource planning (ERP) needs. Also, the definitions and interpretation rules set out in the site.businesssensor.com shall be applicable to this Service Level Policy.
Unless specified otherwise, the Service Level Policy hereunder describes the availability of the appropriate standard support benefits provided directly by Business Sensor Software Limited. In the case where the client has subscribed to any third-party support services which hitherto was not communicated to Business Sensor Software Limited, such are not covered by this policy.
2. Scope
The policy applies to all services provided through Business Sensor ERP Software, including but not limited to modules such as Hotel Reservation, Point of Sales (POS), Accounting and Inventory Management etc.
3. Service Availability
3.1 Operating Hours
Standard Support Hours: Regular Support is available Monday through Friday, from 8:00 AM to 6:00 PM [GMT+1].
Emergency Support: 24/7 emergency support is available for critical issues (Level 1 incidents, see table below) impacting core business functions.
3.2 System Uptime
Target Uptime: The ERP software aims for 99.5% uptime monthly, excluding scheduled maintenance.
Scheduled Maintenance: Routine maintenance is performed outside of core business hours to minimize disruption. Clients are notified at least three days in advance (with a 24-hour-before reminder) of any planned downtime.
3.3 Unexpected Downtime
Incident Notifications: In case of unexpected downtime, the client will be informed within 30 minutes of the incident, and updates will be provided hourly until resolved.
4. Support and Response Times
4.1 Incident Classification
Incidents are classified as follows, with examples and response commitments:
Severity Level
Description
Example
Response Time
4.2 Response and Resolution Times
Initial Response: Based on the severity level above, initial acknowledgment and estimated resolution time are provided.
Resolution Goals:
Level 1: Within 4 hours
Level 2: Within 8 hours
Level 3: Within 24 hours
Level 4: Within 72 hour
5. Issue Escalation Procedure
If an incident is not resolved within the specified timeframe, it is escalated to a higher tier of support, with regular updates provided to the client until the issue is fully resolved.
Escalation Process:
Level 1 incidents escalate to senior engineers after 2 hours.
Level 2 incidents escalate to senior engineers after 4 hours.
Persistent issues are reviewed weekly by the management team for process improvement.
6. Client Responsibilities
Clients are expected to:
Provide accurate and detailed information, including necessary access credentials or permissions when needed, about incident reports.
Make systems accessible for troubleshooting when necessary.
Keep software versions and updates current to avoid known issues.
Adhere to best practices outlined in documents such as the user manuals that have been provided as guidelines for operating the software.
Immediately communicate problems they face with the software, as soon as it/they occur(s).
Educate their selves (including internal delegated users) to become familiar with the functionalities of the software, either by utilizing training resources made available or reaching out directly to the company.
Implement recommendations or solutions suggested by the company aimed at resolving reported issues or optimizing their operational use of the software.
7. Performance Review and Reporting
A monthly performance report will be provided to the client, covering:
System uptime and downtime.
Incident response times and resolutions.
Continuous improvement measures implemented.
8. Requesting for Support Service
The Client may request support services by sending an email to the company via info@businesssensor.com.
The Client may also request support services by calling the company through its phone lines [+1-431-334-8583].
9. Limitations and Exclusions
This SLP does not cover:
Downtime resulting from factors beyond Business Sensor ERP Software Limited’s control, such as natural disasters.
Issues caused by unauthorized use, modifications, or third-party integrations to the software.
Outages related to emergency or scheduled maintenance to the software for which clients must have been pre-informed before taking place.
Finally, no rights shall arise from this Service Level Policy to third parties that are not directly clients of Business Sensor ERP Software Limited.