SavaPage

Open Print Portal

User Tools

Site Tools


service_level_agreement

Differences

This shows you the differences between two versions of the page.

Link to this comparison view

Both sides previous revision Previous revision
Next revision
Previous revision
service_level_agreement [2017/05/01 11:39]
rijk
service_level_agreement [2017/07/07 22:44] (current)
Line 1: Line 1:
 ====== Service Level Agreement ====== ====== Service Level Agreement ======
  
-The [[/:​Technical Support Agreement|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 [[Partner List|Deployment Partner]].+The [[/:​Technical Support Agreement|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 [[Partner List|Deployment Partner]].
  
-For example, ​[[https://​www.datraverse.com/​|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.+[[https://​www.datraverse.com/​|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. ​See the [[https://​wiki.datraverse.com/​doku.php?​id=services:​operational:​sla | Service Level Agreement Details]]. |
  
-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 ((As the SLA contract is closed and remaining units are reimbursed, when less than 4 units are spend, 2 units will be charged as administration fee.)). 
- 
-SLA units can be used in any way as the owner wishes. So consultancy,​ training, installation,​ configuration,​ [[https://​www.savapage.org/​docs/​manual/​ch-customization.html|customization]],​ etc. can be paid with SLA Unit "​currency"​ as well. 
- 
-^  Contract ​ ^  SavaPage SLA 8x5 (24 hr)  ^ 
-| Support Domain | [[https://​wiki.datraverse.com/​doku.php?​id=services:​operational:​support-matrix|Operational Support Matrix]] ((Please refer to the [[https://​wiki.datraverse.com/​doku.php?​id=services:​operational:​support-matrix|Operational Support Matrix]] for information about what is supported and what is not.))| 
-| Support Availability | 8x5 (Monday-Friday) | 
-| Support Channels | [[https://​support.savapage.org|Web Help Desk]], Phone, On-site (NL and BE) | 
-| Initial Response | 1 business day | 
-| Support Reservation | €20 per Unit ((All SLA amounts are excluding 21% VAT. If you are located outside the Netherlands no VAT will be added (for EU countries a European VAT-number is obligatory).)) | 
-| 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 ((The Community Member (referred to as Member) is responsible for the right exploitation of the software. Member is obliged to make backup copies of data and the software. In no event will Datraverse be liable to Member or to any third party for any special, incidental, punitive or consequential damages (including loss of use, data, business or profits) or for costs of procuring substitute services, arising out of or in connection with this agreement or the services or any work product provided by Datraverse, however caused and regardless of the theory of liability, even if Datraverse has been advised of the possibility of such damages. Datraverse total liability to Member, from all causes of action and all theories of liability, will be limited to and will not exceed the amounts paid to Datraverse by Member under the orders giving rise to any liability hereunder.)) | 
-| Terms & Conditions | ICT~Office ((Standard Terms and Conditions of Datraverse B.V. are applicable to this agreement as filed by ICT~Office with the Chamber of Commerce for the Central Netherlands under number 30174840. They can be downloaded as PDF format in [[https://​wiki.datraverse.com/​doku.php?​id=services:​tac|English]] or [[https://​wiki.datraverse.com/​doku.php?​id=services:​tac-nl|Dutch]].\\ 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).)) | 
service_level_agreement.txt · Last modified: 2017/07/07 22:44 (external edit)