Service Level Agreement

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This page defines the specific services for the Client that the Company will provide and describes the Services to be provided all as more specifically described in this schedule below:

a. Customer Support

b. Monitoring and Reporting

c. Backup Services

d. Data storage details

Service Hours
The customer service help desk will be available to accept, and work on support e-mails sent to intelligence@ActiveXchange.org between the hours of 0830 and 1700 Monday through Friday excluding Public Holidays (MST). Support will also be available within the platforms through the LiveChat function between the same hours.

Customer support response times
The Company shall provide the following response times to e-mails (calls) received:

• Customer support emails (calls) to the Company customer support email address will be acknowledged on receipt. Details of the incident and contact information will be taken from the submitted information, a service request will be raised, and the service request number will be returned to Client in the response. 
• In each case, the Company will assign the appropriate level of priority and an appropriate support analyst to the service request, and the Company shall use its reasonable endeavours to ensure that work shall commence within the times specified in the list below. 

1. High priority = 8 hours (resolution target time is 1 day).  A major issue which prevents the Services or a part thereof from being run and/or cripples the Software or a part thereof or causes severe performance degradation; causes a halt to the operation of important tasks by Client or places the operation of such tasks at risk;  
2. Medium priority = 24 hours (resolution target time is 2 days).  A major problem with the running of the Services, notably to perform in accordance with and provide the facilities, functions and capacity as set out in the Proposal or relevant technical documentation, (other than a major issue). 
3. Low priority = 72 hours (resolution target time is 5 days).  A minor inconvenience, which causes minor disruption to the Client. 

Temporary fixes will be suggested and made at the earliest possible time, reflecting the severity and complexity of the problem. These will then migrate to a permanent fix in the time frames specified above. 

Support email - severity and impact guidelines
When Client logs a support email (call) with the Company, impact and severity will be assigned to the email (call) by the Company using the following guidelines.
Impact: the extent the problem would have on Client’s business continuity (reflecting number of people affected):

• single user
• functional group
• geographical group
• organisation

Severity: how severely the Client’s business is impacted.

• unable to carry out business function
• major inconvenience
• minor inconvenience

Escalation process
The email (call) logging system automatically escalates based on the time that an email (call) remains in a particular status & impact/severity. Escalation levels:
1. Support analyst notified

2. Support analyst and team leader notified

3. Support analyst, team leader and support manager notified

4. Support analyst, team leader, support manager and director notified.

Client can request escalation by contacting the Company’s customer support within Service Hours. All requests will be logged and overseen by a director level member of staff.

Backups
The Company will ensure that backups are performed on a minimum weekly basis.
Recovery times: all details of data and server back-ups are defined in the Annex 2 to this Service Level Agreement.  

Online Availability
Online server availability will be in line with the service levels specified by the company contracted by the Company. Server specifications covering online availability are defined in Annex 1 to this Service Level Agreement.

ActiveXchange's overarching approach to data management can be found here.

The Company develops and maintains the platform in a domain hosted on a dedicated web based server. The Client has access to the platform through a secured login process based on their privileges.

The Company takes all reasonable steps within its control to maintain the functionality and performance of the tool and ensure the security of the data stored within the platform. The following sections shed light to the server specifications and data protection and recovery policies of the Online Hosting Provider (OHS) through its terms and conditions.

Annex 1

• Canada based hosting
• 99.9% uptime 
• ISO27001 certified
• ISO/IEC 27018 Certified
• Microsoft Azure SQL Database

Annex 2

Automated Backups
SQL Database uses SQL Server technology to create full, differential, and transaction log backups for the purposes of Point-in-time restore.

The transaction log backups generally occur every 5 - 10 minutes and differential backups generally occur every 12 hours.

Security
Transparent data encryption for SQL Database.
Transparent data encryption (TDE) helps protect SQL Database against the threat of malicious activity. It performs real-time encryption and decryption of the database.