StrataCom has provided IT service management consulting and business process analysis for a long list of Fortune 1000 clients since 1997. We recognize the individuality of your business processes and work diligently to maximize your investment. It is our firm belief that no company should have to change their business to fit a software package, ever. Share your vision with us and we’ll speak candidly with you about how StrataCom can make that vision a reality.

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3523 45th Street South, Fargo, ND 58104

info@stratacominc.com

+1 -701-232-5697

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Service Level Agreement (SLA) for Software Support

This Service Level Agreement (SLA) is made effective as of February 16, 2024, by and between StrataCom, Inc., herein referred to as the “Service Provider,” and the Customer, herein referred to as the “Client.”

Purpose:

The purpose of this SLA is to specify the software support services to be provided and the quality standards to be met by the Service Provider.

Support Services Covered:

This SLA covers the following support services:

  1. Normal Support:
    • Hours: 8:00 AM to 6:00 PM Central Time, Monday through Friday.
    • Access: Support can be accessed via the support portal at Stratacom Inc Service Desk.
  2. Extended Support:
    • Hours: 8:00 AM to 6:00 PM Central Time, Sunday through Saturday.
    • Access: As above.
  3. Premium Support:
    • Hours: 24 hours a day, 7 days a week.
    • Access: As above.

Service Provider Obligations:

The Service Provider agrees to provide software support services as described under this SLA. This includes responding to tickets submitted through the designated support portal within the times specified for the respective service levels.

Response Times:

  • Normal Support: Initial response within 4 business hours.
  • Extended Support: Initial response within 4 hours.
  • Premium Support: Initial response within 1 hour.

Resolution Times:

Resolution times may vary depending on the complexity of the issue. The Service Provider commits to making a best effort to resolve issues as swiftly as possible while maintaining high-quality standards.

Service Availability:

The support portal will be available 24/7 for ticket submissions. However, responses and resolutions are subject to the support hours of the selected service level.

Exclusions:

This SLA does not cover issues arising from:

  • Customer’s hardware or software modifications not recommended or approved by the Service Provider.
  • Misuse, neglect, or abuse of the software.
  • Force majeure events.

Reporting Issues:

Customers should report issues via the support portal at https://stratacominc.atlassian.net/servicedesk/customer/portal/24.

SLA Review and Amendments:

This SLA is subject to periodic review and amendments to reflect changes in business practices or customer requirements. Changes to this SLA will be communicated to the Customer in writing.

Contact Information:

For any inquiries regarding this SLA or the support services, please contact [Service Provider’s Contact Information].

Acknowledgment:

By using the support services, the Customer acknowledges that they have read, understood, and agreed to the terms and conditions outlined in this SLA.

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