Texada Software Service Level Agreement

Texada Software Service Level Agreement

This service level agreement (SLA) defines case severity levels and response times, including escalation rules. Response times are defined in business hours. Our standard business hours are Monday to Friday, 8:30 a.m. to 5:00 p.m. eastern time.

Severity 1: Unable to use or access the system

The impact of the reported deficiency is such that the entire organization is unable to use SRM.

  • Immediate response (within 30 minutes)
  • Incident escalated if required within 45 minutes
  • Client notified that issue is being escalated
  • Texada will use best efforts to resolve within 24 hours

Severity 2: A business process is not working

Important features of SRM are not working properly and there are no acceptable alternative solutions. While other areas of SRM are not impacted, the reported deficiency has created a significant, negative impact on the client’s productivity.

Examples of Severity 2 would be the inability to create or complete a Quote, Reservation, Work Order, Contract or perform key Back Office financial functions because the module/function within SRM is non-functional or inaccessible.

  • 2 hour response time
  • Problem and impact to business defined
  • Client notified that issue is being escalated
  • Texada will use best efforts to resolve or deliver an acceptable work-around within 3 business days

Severity 3: All other problems (not affecting business productivity)

Important features of SRM are unavailable or do not work as stated, but an alternative solution is available or non-essential features of SRM are unavailable with no alternative solution. The client impact is minimal loss of operational functionality.

An example of a Severity 3 would be the reservation module is not working in the counter worksheet, but reservations could still be entered and converted in the reservation module itself, so there is minimal loss of functionality; or a function has been modified from a previous version and the client needs guidance on where the function is; or the client needs help file clarification.

  • 4 hour response time
  • Problem and impact to business defined
  • Incident escalated after 4 hours
  • Client notified that issue is being escalated

Severity 4: No immediate business impact

Client submits a Software Recommendation Request, Software Enhancement Requirement, or Business Requirement Change Request, which has no operational impact. The implementation or use of SRM by the client is continuing and there is no negative impact on productivity.

Examples of Severity 4 would be a request for a particular data extract or report that is not part of the standard product. Another example would be a change request to the look or function of a data entry screen.

  • 1 business day request acknowledgment
  • Licensee might be directed to submit the request and specifications in the Ideas section of the Texada Support Community. Ideas are regularly reviewed by the Texada Steering Committee

Client Responsibilities

  • If SRM is inaccessible, the client must contact support via phone and explicitly state that no users in the organization can access SRM; all other cases should be logged via web in the Texada Support Community.
  • The client will be courteous and professional in conducting business with Texada Software.
  • The client will provide all information relevant to the case, including, but not limited to, the name of the faulting function, the expected results, the actual results and the steps taken to reproduce the issue.

Texada Staff Responsibilities

  • Texada Support staff will conduct business with client in a courteous and professional manner.
  • All information regarding the case will be recorded in Texada’s support tracking software and can be reviewed by the client in the Texada Support Community.
  • Texada will obtain the client’s confirmation that the case was resolved before closing the case. If confirmation is not received within 5 business days, the case will be automatically closed. Cases can be re-opened within 10 business days, if necessary, otherwise a new case will be started.