Left Main Premier 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 Premier 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 Premier 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

Premier Support team: Support team which receives Left Main Premier Support requests. 

Premier Support Ticket: A Premier request submitted via the Support tab describing the issue.

2. Services

2.1 Premier Support

Left Main REI provides the following support for Left Main clients subscribing to Premier Support:

Custom field creation 

Creation of email alert triggers 

Flow automation

Process builder for automation 

Custom tasks 

Custom reports

Custom dashboards and dashboard components

Opportunity field mapping to Transactions

Webform (Web-to-lead) and Force.com page creation and editing

The following services are considered custom development and are not provided by Left Main REI. The customer will be referred to a qualified contractor for these and other development services.

Major configuration revisions or org object changes

Complex data migration

Apex triggers

Visual Force pages

API integrations

Cross-object field update triggers

Consulting

Complex automation

Custom phone integration

Email and SMS sequence build

2.3 Availability 

The Premier Support 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. 

2.4 Response times 

All logged support tickets to the Helpdesk will receive a response based on assigned priority. Support requests are resolved on an average of 5 business days.

2.5 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).

2.6 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 Premier Support ticket resolution timeline is 5 business days, 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.

2.7 Compensation

Premier Support services incur additional cost to the client (outlined in Exhibit A). If ticket requirements surpass the Left Main Premier Support purview,  the Client will be notified of the item(s) that fall outside of the Premier Support scope and the Left Main REI Support Team will provide a referral to a qualified contractor..

2.8 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.

2.9 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. 

3. 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 this project via phone or in person as required and the Left Main REI Premier 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 Premier Support team will refer the customer to a qualified contractor. 

3.3 System Assumptions

Client shall provide the Left Main REI Premier 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 Premier 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 reloads 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 affect project hours and total fees. 

 

Exhibit A

 Left Main Premier Support Pricing

 

Number of Provisioned UsersCost Per Month
Up to 5 $500
6-10$1000
11+$1500
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