Support & Service Level Agreement
Hardware :
The hardware required to provide the Services will be located in a data center which have facilities like Multiple Carrier’ link to the Internet, Backup Power Supplies, Climate Controlled Air Conditioning, Raised Floors for Cabling and Electronic Security Systems.
Uptime :
The Company shall use commercially reasonable endeavours to make the Services available twenty-four (24) hours a day, seven (7) days a week, with an uptime guarantee of 98% except for:
planned maintenance carried out during the maintenance schedule from time to time; and
unscheduled maintenance performed outside normal business hours, provided that the Company has used reasonable endeavours to give the Customer notice in advance.
Support & Service Levels :
Zipteams will respond to and resolve issues as per the timelines given in the issue resolution matrix. This could be any query that the admins of a Customer raise via an email to (1) their designated point of contact at Zipteams or (2) info@Zipteams.com.
On-site support is not included and any out-of-scope work shall be subject to Company's standard man-day rate.
Issue Resolution Matrix :
Every issue reported by a client will be classified by their designated point of contact at Zipteams under one of the following categories and resolved as per the following timelines:
Zipteams Escalation Matrix for any assistance or queries :
Please note :
Response/Resolution timelines are stated with reference to the time an issue is reported
Response/Resolution timelines are for weekdays Mon-Fri 10 AM - 7 PM IST except for P1 issues where timings and team availability will be 24*7.
Every issue is to be reported by the client via e-mail to their designated point of contact at Zipteams or support@zipteams.com.
On-site support is not included and any out-of-scope work shall be subject to Zipteams's standard man-day rate.
Based on priority, issues are automatically escalated by Zipteams’s internal systems to the Customer’s Customer Success Manager who shall take further actions to expeditiously resolve the request.
While the SLA will hold true for reporting and escalations, Zipteams is committed to resolve business critical issues for its clients at the earliest to ensure business continuity without any blockers. A client can reach out to their designated Customer Success Manager to to escalate an issue, if required.
* Performance of back end tasks is subject to technical feasibility and risk assessment. Company shall not be obliged to do every back end task within the given timeline of 7 business days.
Certain conditions :
Zipteams shall not be obligated to provide the support service if -
the reported error was caused by changes in program parameters or other user adjustable features;
the error results from operator error, errors in customer data or software not supplied by company or use that is not in accordance with the documentation;
the customer has failed to pay any required fee or is otherwise in default of the agreement between customer and Zipteams;
to the extent, if any, that the service is third party software (such as operating systems or third party data or applications), it is acknowledged that the level of support provided by such third parties may impact company’s performance of such services.
support service will not be applicable if the third party is engaged by the company.
Webpage loading time (except for heavy dashboards, reports, analytics and payroll module) will be within 3 seconds within the Amazon Web Services (AWS) data centre.
Individual request time will be less than 1 sec within the Amazon Web Services (AWS) data centre. timelines: