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Service Level Agreement
The Technical Support Agreement covers functional issues with SavaPage Software for all Community Members. However, members who need operational support can purchase a Service Level Agreement (SLA) contract as offered by their Deployment Partner.
For example, Datraverse B.V. offers a flexible SLA Base Contract on top of which SLA Support Units can be purchased as a reservation (purse) for future support requests.
SLA Units can be purchased at any time, but as a rule are reserved at the start of a new budgeting period according to the expected (budgeted) support costs. When the contract is terminated the value of the remaining Units is reimbursed to the Community Member 1).
SLA units can be used in any way as the owner wishes. So consultancy, training, installation, configuration, customization, etc. can be paid with SLA Unit “currency” as well.
Contract | SavaPage SLA 8×5 (24 hr) |
---|---|
Support Domain | Operational Support Matrix 2) |
Support Availability | 8×5 (Monday-Friday) |
Support Channels | Web Help Desk, Phone, On-site (NL and BE) |
Initial Response | 1 business day |
Support Reservation | €20 per Unit 3) |
Minimum Initial Reservation | 32 Units = €640 |
Support Charge | 15 minutes = 1 Unit |
Support Charge On-site | per 8 hour day = 36 Units = €720 |
Liability | Limited 4) |
Terms & Conditions | ICT~Office 5) |
Nothing in this agreement is intended to replace the ICT~Office Terms and Conditions and the GNU AGPLv3 License that applies to the SavaPage Software. In case of conflicts the AGPL License and ICT~Office Terms and Conditions takes precedence (in that order).