Service Level Agreement

Engage Service Level Agreement

This page will detail our Engage Service Level Agreement.

Engage Solutions Group Client SLA

ESG provides a Service Desk where customers can log issues and queries. This is web-based and

can be accessed 24x7x365.

Engage Solutions Group standard service desk responses are during the hours of 9 am –

5:30 pm GMT from our UK based team.

Observed holidays: All UK Public Holidays.

Note – Service & support requests will be automatically closed in 1 week of inactivity from a

customer/client.

• SLA timer will enter a paused state once a resolution has been found and is waiting on a
• release.

‍

Priority 1 – Critical

An error or other emergency condition that causes the Cloud Services to cease operating, which

is classified as Critical.

• An incident that has a major adverse impact on Client’s operations, customers, or

authorised users.

• A critical business function or process within the System is not working or causing loss

or disruption of Client’s business revenue including billable time of fee earners;

• A lack of functionality or intermittent Incident which make the Services effectively

unavailable, disabled or unusable;

• An adverse impact on Client’s ability to comply with applicable laws or the requirements of

regulatory authorities.

Target Response Time – within 1 business hour of a Service Desk ticket being raised containing

all required information.

Target Resolution Time – within 4 hours of the initially raised ticket.

‍

Priority 2 – Urgent

Relating to platform performance & communication problems. An issue is classified as

“Urgent Function Failure” that renders key services inoperable and is also causing a

serious/fundamental impact on business.

• An incident that has a major adverse impact on client’s operations, customers, or a subset

of authorised users.

• A function, process, or functionality that is causing instability and has the potential to

develop into a major incident (P1).

• Critical functionality or network access interrupted resulting in performance degradation

leading to an increase in time taken by authorised users to complete tasks in the system

resulting in lost billable time.

Target Response Time – within 2 business hours of a Service Desk ticket being raised.

Target Resolution Time – within 1 business day of the initial response.

The resolution of Priority 2 issues may include the following interim remedies: Data Correction

by Supplier, Technical Workaround, or Platform Correction.

Confirmation of next steps; data correction, technical workaround or linked ticket needed for a

hotfix or next appropriate release.

Data Correction – Supplier will take all reasonable measures to correct data in the database to

resolve the issue.

Technical Workaround – Supplier will provide the user with an alternate method to perform or

accomplish the same task until the issue is resolved in the next appropriate release of the

software system or complete the task on behalf of the user.

Platform Correction – Supplier will incorporate the Priority 2 issue in the next platform release

contingent on the discovery, correction, and qualification before code cutoff date for the current

release, otherwise, the correction will be scheduled for the next release.

Emergency Escalation (Hotfix) – If Data Correction and Technical Workaround do not provide

a method for successful resolution of critical functions as defined above, Engage will perform an

emergency repair as soon as it is reasonably possible.

‍

Priority 3 – Important

• Any incident affecting on-going service which is not deemed Priority 1 or Priority 2.

• Any incident affecting a single internal user.

• Any incident relating to non-production and associated services.

Target Response Time – within 1 business day of a Service Desk ticket being raised.

Target Resolution Time – within 3 business days of the initial response.

The resolution of Priority 3 issues may include the following interim remedies: Data Correction

by Supplier, Technical Workaround, or Platform Correction.

Confirmation of next steps; data correction, technical workaround or linked ticket needed for a

hotfix or next appropriate release.

Data Correction – Supplier will take all reasonable measures to correct data in the database to

resolve the issue.

Technical Workaround – Supplier will provide the user with an alternate method to perform or

accomplish the same task until the issue is resolved in the next appropriate release of the

software system or complete the task on behalf of the user.

Platform Correction – Supplier will incorporate the Priority 3 issue in the next platform release

contingent on the discovery, correction, and qualification before code cutoff date for the current

release, otherwise, the correction will be scheduled for the next release.

Emergency Escalation (Hotfix) – If Data Correction and Technical Workaround do not provide

a method for successful resolution of critical functions as defined above, Engage will perform an

emergency repair as soon as it is reasonably possible.

‍

Priority 4 – Improvement

Any non-critical, remedial maintenance to the platform with content remaining accessible. This

class of problem will be submitted for resolution in the next appropriate release of the platform.

Any request which does not warrant a higher Priority classification. For example:

An intermittent fault affecting a single internal authorised user where an acceptable workaround

is available.

Target Response Time – within 1 business day of a Service Desk ticket being raised.

Target Resolution Time – within 7 business days of the initial response.

The resolution of Priority 4 issues will occur by Technical Workaround or Platform Correction

at the appropriate time as reasonably determined by the Supplier.

Technical Workaround – Supplier will provide the user with an alternate method to perform or

accomplish the same task until the issue is resolved in the next appropriate release of the

platform.

Platform Correction – Supplier will incorporate the Priority 4 issue in the software

development cycle for repair at the appropriate time as reasonably determined by the Supplier.

The ‘Priority’ level will be defined by Engage Solutions Group upon receipt and validation of the

ticket. The priority level will be determined by the perceived severity of the issue and the urgency

at which a fix is required; the number of users and clients affected by the issue will also contribute

towards the priority level assigned.

Please note any issues caused by planned maintenance, releases or updates will not be subject

to the above.

‍