Home / MSP SDP - SCP - Support Service Level Agreement

MSP SDP - SCP - Support Service Level Agreement 

Revision History
VersionDescriptionAuthorAuthorizer Date of revision       
1Base version - SLA documentnirmal.d@zohocorp.comsanthoshv@zohocorp.com09-Mar-2020
2Zone wise Level 2 Escalation updatedharikrishnan.s@zohocorp.comsanthoshv@zohocorp.com12-Feb-2021
3Review donemadhivanan.s@zohocorp.comsanthoshv@zohocorp.com11-jan-2022
4Upgrade assistance details updatedmadhivanan.s@zohocorp.comsanthoshv@zohocorp.com25-mar-2022
5Review donemadhivanan.s@zohocorp.comsanthoshv@zohocorp.com5-Apr-2022
6Changes donemadhivanan.s@zohocorp.comsanthoshv@zohocorp.com17-Nov-2022

This is the Classic Support SLA followed by SDP MSP and SCP applications.
SLA is applicable only for corresponding Zone business hour. (8*5) (Mon-Fri) and except public holidays.

Level / Priority

Normal

High

Critical

L1(How to)

48

-

-

L2 (Issues) Support team

48

8

6

L8 (New issues) Dev team

48

40

18

Total Business hrs (L2/L8 considered)

96

48

24

First response

24 hrs

1 hr

1 hr

 

 


Level / Priority definition

Priority
Example
Critical (Show stopper Issues) 
  1. Unable to access the Application.  
  2. No users can login. 
  3. Mail fetching failed.  
  4. Cannot create requests.  
  5. Upgrade failure in Production Environment.  
  6. Restore Failure in Production Environment.  
High (Important features not working) 
  1. Affects certain users alone or affecting only during specific situation
  1. Mail fetching is intermittent. 
  2. Application performance issues. 
  3. Cannot send emails from the application.  
  4. Unable to access any one of the Module (like Change or Assets etc). 
  5. Frequent application crash Few technicians cannot login.
  6. Configuration / Data specific issues

Normal (All other issues/questions)
  1. Not impacting business in major way
  1. Spam filter not working 
  2. Junk Filter not working 
  3. Error displayed while adding any information 
  4. Reports Data incorrect etc..
Levels
Example
L1 (How To's)  
How will the feature work?       
How can we configure a feature in the product ?
L2 (Issues)       
Error while performing an action in the application    
Features not working in the application 



Note* : At certain situation , above resolution time may vary depends on the complexity of the case or delay in gathering the requested details to analyze the issue. When the customer is not providing appropriate permission to check the issue or not providing the requested details , it leads to delay in providing resolution.  In case , the issue is due to customer wrong configurations , the above will not be applicable.


Due to COVID, there could be certain delay. We request your understanding in this regard.


L6 - Query Reports / Scripts assistance*


Query reports / Scripts assistance are not part of customer support team activities. We need to get appropriate assistance from our Development team. So we could not commit any time period for the same. In case we dont have API's the Scripts are not possible or assistance for the same could not be provided. These features are implemented such that , user can themselves achieve the requirement through their internal teams.


There are a lot of scripts available in this link. We request our users to check this and create their own.


Issues raised by users (Product bugs) handling:


We are fixing most of the issues (product bugs) in the application which is raised (and acknowledged by our team) within 9 months time period. If any showstopper issue is found , we will fix it in the subsequent hotfix releases and the user should upgrade their instance to the latest version to get the fix. Customized fix / Patches will not be provided.


Feature requirement :


As a product based company , we will implement a new feature / requirement raised by the customer only based on the overall customer base needs of our application. We will not implement a feature to address a specific customer business need.

The requirement will be analyzed by our dedicated Product Management team and based on their suggestions it will be handled(intimated to the customer) through support channel. Once a feature is implemented , user should upgrade their instance to the specific build to get the new feature. Customized patches / service pack will not be provided.


For the above cases , an issue / feature id will be provided to the customers for their tracking. They will get the notification once the same is fixed / implemented in the application through email or the user needs to periodically visit our website or the Forums themselves or contact the support at support@servicedeskplusmsp.com or visit our Known Issues list from here to know its status.


Our immediate road map can be viewed from here.


Complete list of Feature requests raised is available here.


For Level - L5 / L6 - SLA is not applicable


Upgrade Assistance :

  • Upgrade assistance will not be provided without any prior notification to the Support Team. 
  • Upgrade assistance is not part of regular support activity. It is a chargeable activity.
  • We might do the upgrade (if needed on a mutual convenient time) only during the Customer business non-operational Hours. It also depends on the availability of the resource available from ZOHOcorp. ZOHOcorp Management might charge for the same based on the complexity.
  • Upgrade should be done only in the TEST environment and based on the result the user should do the upgrade in the Production environment in non-business hours.
  • For upgrade failures, we wont check the issue through an online remote session. Users needs to send the support requested files to the team for further assistance.
  • Priority of ticket and above SLA is applicable only to the Production environment and not to the test environment.


Support Policy :

  • We will support the build which is released within a span of one year. Customer should upgrade their instances to get appropriate assistance.
  • MYSQL DB / External database instance is not supported.
  • Support for Servlet API is stopped. All users should use our REST API only.
  • We wont provide support during Saturday and Sunday and respective region Public holidays.
  • Complete Product training will be provided at an extra nominal cost based on the number of days the training is needed.
  •  No support is available for deprecated API / EOL provided builds.
  • User should follow the announcement to actions. | MSP community | SCP Community
  • No support is provided for Free users. (AMS not paid users). Contact sales@manageengine.com to avail the AMS.
  •  Environmental specific issues that cannot be analyzed by our team will not be covered under SLA.
  • Bugs identified in the application will be fixed in the future hotfix releases based on the R&D department's decision. Custom jar or Patches will not be provided. User should upgrade the application to get the fix.

PS : No assistance will be provided for free users. They should refer our Online documents and Forums to get the resolution.


Escalation Matrix :

LevelContact 
1st levelSpecific Ticket Owner 
2nd level

Stewart - stewart.k@zohocorp.com  APAC Zone

Ajay Kumar - ajay.kumar@zohocorp.com - UK zone

Madhivanan - madhivanan.s@zohocorp.com - US Zone

3rd level

Santhosh - Head of Service Delivery

santhoshv@zohocorp.com




Working Hours of Operation: 24x5 (Monday through Friday), except region specific public holidays.


  • ServiceDesk Plus MSP application :
  • Toll Free No: 1-888-720-9500
  • US: +1 408 352 9131
  • UK: 0 800 028 6590
  • Australia: 1800 631 268

Supportcenter Plus Application :

Toll Free No : +1 888 720 9500

US : +1-408-352-9115



Disclaimer : ManageEngine / ZOHOCORP Management decision is final.



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