Technical Support Service Level Agreement (SLA)

  1. INTRODUCTION

1.1 Definition

This Service Level Agreement (SLA) is an agreement between Left Main REI (“Left Main REI”) and the Left Main REI Client (“Client”) to cover the technical services provided by Left Main REI to the Client as an adjunctive document to the Left Main REI subscription agreement. This SLA includes a description of the technical services provided by Left Main REI to the Client. Also included are the Left Main REI Client’s responsibilities.


1.2 Definition of terms in SLA

Client: An organization or user of the Left Main App on Salesforce
Help Desk: Left Main REI’s Technical Support team which receives Left Main service requests.
Support Ticket: A Help desk request submitted via the Support tab describing the issue.

 

  1. SERVICES

2.1 Software Support

Left Main REI provides the following support for Left Main clients throughout subscription: 

  • Package upgrades as available
  • Bug and malfunction fixes
  • User training 

2.2 Availability

The Help Desk staff provides support Monday through Friday, from 8:00 am to 5:00 pm EST (except for Left Main REI-recognized holidays). To request support, submit a support ticket via the Support tab in your Left Main App on Salesforce with a detailed description of the request and/or problem. Our Support Line (704-368-4333) is also open Monday through Friday 11:00 am to 5:00pm EST.


2.3 Response Times

All logged support tickets to the Help Desk will receive a response based on assigned priority. The following response times are for support tickets which require Technical Support:

2.3 Response times

All newly logged support tickets to the Help Desk will receive a response based on assigned priority.

The following response times are for support tickets which require Technical Support:

  • Low Priority: The technician will make the initial contact within 8 hours.
  • Medium Priority: The technician will make the initial contact within 8 hours and will resolve the problem within 24 hours.
  • High Priority: The technician will make the initial contact and begin problem resolution within 1 hour. The goal will be to resolve the problem within six hours after the initial contact and/or after org access has been granted.
  • Critical Priority: The technician will make the initial contact and begin problem resolution within 30 minutes. The goal will be to resolve the problem within three hours after the initial contact and/or after org access has been granted.

Priority Levels are defined as below:

  • Low Priority: Issues that are enhancements related to the look and feel of the Left Main application.
  • Medium Priority: An issue that has a workaround that produces acceptable results or an issue that causes inaccurate or incomplete results.
  • High Priority: Issues that impact the ability to complete business processes.
  • Critical Priority: Issues that cause an outage to the usability of the system.

2.4 Other Services

In cases where the Client requires additional support (i.e. integrations,  custom development, etc.) Left Main REI will recommend Professional Service.  The cost for special projects is the sole responsibility of the Client (see below for Client Responsibilities). 

2.5  Timeline

The respective duties and obligations of the contracting parties shall commence as of ticket submission via the Support Tab in Left Main. The average Technical Support ticket resolution timeline is <24 hours Monday- Friday 8am-5pm EST. Please note: the delivery of any individual deliverables as determined by the contracting parties may be affected by various factors as stated in the below Project Assumptions and that project dependencies and deliverables that are the responsibility of the Client, and if not met by the Client in a timely manner, may result in a delay in the case resolution.

2.6  Compensation

Technical Support for the Left Main package services incur no cost to the client. This does not include Salesforce platform support. If ticket requirements surpass the Left Main Technical Support purview, the Client will be notified of the item(s) that fall outside of the Technical Support scope and the Left Main REI Support Team will recommend Professional Services.

2.7  Liability and Arbitration

The Client shall hold Left Main REI free and harmless from any obligations, cost, claims, judgements, attorneys’ fees, and attachments arising from or growing out of the services rendered to the Client pursuant to the terms of this agreement or in any way connected with the rendering of services, except when the same shall arise due to willful misconduct or gross negligence of Left Main REI and Left Main REI is adjudged to be guilty of willful misconduct or gross negligence by a court of competent jurisdiction.

2.8  Non-Disclosure/Confidentiality

Client agrees not to use, disclose, sell, license, publish, reproduce, or otherwise make available Confidential Information of the Left Main REI Support team except and only to the extent necessary to perform under this Agreement. All personal business data is owned by the Client. All Left Main REI work products, including custom development, are owned by Left Main REI. Each party agrees to secure and protect the other party’s Confidential Information in a manner consistent with the maintenance of the other party’s confidential and proprietary rights in the information and to take appropriate action by instruction or agreement with its employees, consultants, or other agents who are permitted access to the other party’s Confidential Information to satisfy its obligations under this Section. The provisions of this paragraph shall survive the term of the contract.

2.9 Phone Systems and Third Party Applications

If the case involves a phone system or third party application, the Client will attempt to resolve the issue directly with that provider first.

 

  1. ASSUMPTIONS

3.1 Project Assumptions

This Service Level Agreement is based upon the following assumptions:


3.2 General Assumptions

Client will make available certain members of its management and staff directly vested in the success of the submitted case being resolved via phone or in person as required and the Left Main REI Technical Support team will work with these individuals to determine root cause and resolution. Case resolution may be greatly affected by the availability of these individuals and the authority of these individuals to make timely decisions as required throughout.

3.3 System Assumptions

Client shall provide the Left Main REI Technical Support team login access to their paid account for which they have submitted a support ticket. The terms and cost of this and other system licenses related to the tasks on support tickets shall be managed by the Client and are not included in the fees described in this SLA. System configuration as described in this service level agreement is based on the features of Left Main that are available in general release as of the date of the support ticket. The Left Main REI Technical Support team shall not be responsible for any system feature eliminated, edited, or delayed by the Client, but shall work with the Client to determine appropriate alternatives as necessary.