Left Main Technical Support
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 Definitions 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.
2.1 Software Support
Left Main REI provides the following support for Left Main clients during standard onboarding:
Data migration from ONE properly formatted CSV file provided by you, the user.
Live weekly training and Left Main Academy Certification program.
Dedicated customer success representative.
Ticket submission via Left Main support tab.
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.
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:
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.
–Business function affected
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.
–Org down, all business functions down
2.4 Other Services
In cases where the Client requires additional development support or assistance other than those provided and supported by Left Main REI, Left Main REI may recommend that the Client procure services from a qualified contractor. The cost for special projects is the sole responsibility of the Client (see below for Client Responsibilities).
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 project.
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 Premier Support or a referral to a qualified contractor.
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.
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.
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 this project via phone or in person as required and the Left Main REI Technical Support team will work with these individuals to determine business processes and project requirements. Project timeline may be greatly affected by the availability of these individuals and the authority of these individuals to make timely decisions as required throughout the project. Following the initial ticket submission, if it is determined that project requirements are significantly changed, the Left Main REI Technical Support team will refer the client to a qualified contractor.
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. All content for websites, forms, documents, and templates must be furnished in the format specified by Left Main REI or such other format as mutually agreed.
3.4 Data Service Assumptions
All legacy data for system import must be furnished in a mutually agreeable format. The Client will provide sample data as requested by Left Main REI and Left Main REI will make reasonable attempts to identify errors or issues with data supplied; however, the Client remains ultimately responsible for the final quality of data supplied. Data imports performed by Left Main REI as a result of file adjustments and/or corrections by the Client will be treated as separate file loads and may result in additional project hours and fees. A data cleansing fee of $400 per 10,000 records will be assessed for import files provided in alternate formats.