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Service Level Agreement

To ensure you are fully informed at all times as to the provisions of the products and services we offer, QuickSilk Inc. (QUICKSILK) provides the following Service Level Agreement for your review:

INTRODUCTION       

This agreement represents a Service Level Agreement ("SLA") between the Customer and QuickSilk for the delivery of support services to sustain one or more QuickSilk products. This service is pursuant to the associated Subscription Service Agreement (SSA) and/or Order Schedule (OS) and is valid from the effective date of those agreements and will remain valid until termination.  The objective of this SLA is to document the scope, priorities and policy used by QuickSilk for providing services to the Customer.

SERVICES

Technical Support Services

Technical Support is offered from Monday through Friday, 9am to 5pm (Eastern Time).  After hours support can be arranged through the customer’s account manager. Technical Support is provided to named contacts of customers as documented on the Order Schedule(s). The named contacts must be formally trained on the QuickSilk Software and underlying database technologies. Customers can access QuickSilk via email or phone as follows:

Support@QuickSilk.com
(613) 270-1478

Technical Support Services covers the follow:

Issue Resolution

During standard business hours, support services are provided to assist with Issues of a functional, data, operational or administrative nature encountered during use of QuickSilk CMS. The Customer would contact QuickSilk via telephone or email. Issue priority and response levels are defined below.  Should any Issues require changes to the software, those changes will only be made to software releases within the 6 months prior to the reported issue.

Continuous Maintenance Updates

As software maintenance updates become available, typically on every 6 to 8-weeks.  QuickSilk will make such updates available to the Customer by updating our servers such that they are immediately available to the Customer.

Product Enhancements

QuickSilk continually improves the product through perpetual development cycles and encourages all customers to submit product enhancement requests through regular communication with the QuickSilk support team. Minor enhancements are deployed through regular maintenance updates and are provided at no additional charge to the Customer. 

Product Usage

QuickSilk will provide advice and explanations regarding the proper recommend use the QuickSilk CMS.

Success Coaching

QuickSilk prides itself on providing an additional level of support to our customers that we refer to as Success Coaching.  Each customer will have an assigned Success Coach who will be familiar with your web site, the goals of your organization and how you are leveraging the web site to meet those goals.  In this way the Success Coach can guide our clients through the various phases of implementation, update and maintenance, while preserving relationships with key stakeholders and training new team members.  The Success Coach’s overall goal is to ensure that you maximize the benefits of QuickSilk to meet your organizations goals.  Here are the types of things they will do:

  • Quarterly review of your organizations uses of QuickSilk
  • Telephone/Chat/Online tutoring and advice on use of QuickSilk
  • Notification and training on any new features
  • Training of New Staff (one session, limited to 5 staff/year)

Consulting Support

In general, QuickSilk Technical Support is pleased to act as the customer’s first line of inquiry as long as the questions are of a “quick-answer” nature and can be managed in short telephone/email exchanges. However, when issues become more complex or requires an understanding of the business problem, QuickSilk Technical Support reserves the right to inform the customer that support will be billable as “Consulting Support” which is a billable service. In any case, QuickSilk will not bill the customer for Consulting Support without first receiving written authorization from the customer to do so.

ISSUE SEVERITY DEFINITION

In order to ensure that the Customer’s reported Issue receives the expected level of response, QuickSilk uses an Issue Severity classification system.  The Company will ensure that the re-establishment of a working system is of first importance.

Notwithstanding any exceptional circumstances, the severity assigned to a reported issue will be based on the severity descriptions defined below.

Priority

Level

Severity

Description

Definition

Process

1

Critical

Critical errors that materially affect and may severely impact the Customer’s ability to conduct business.   This may mean that:

  • the Customer’s website is down or not functioning
  • the product is functioning, but a major feature(s) is malfunctioning based on the original design goals
  • the product is operating at an extremely unresponsive rate

  • The objective is to get the Customer back on line and either correct the problem or downgrade the problem severity.
  • Targeted resolution timeframes are hours and days.
  • Work is continuous until a solution is deployed or severity is downgraded.
  • Develop an issue specific plan – diagnostics, communication, necessary resource, communication update frequency …
 

2

Important

Impactful problem where the product is operating in a significantly impaired fashion.  A circumvention may exist, but there is agreement that the Customer can only work in the impaired state for a short period of time.  This may mean that:

  • the Customer’s website is accessible, but may be periodically unresponsive functioning
  • a single, yet material, product feature is not working
  • The objective is to get the Customer back on line and either correct the problem or downgrade the problem severity.
  • Targeted timeframes are days.
  • Develop an issue specific plan – diagnostics, communication, necessary resource, communication update frequency …

3

Minor

Low impact problem involving a loss of non-critical functionality.  The problem impairs some operations but allows the Customer to continue to function.

  • The objective is to get the Customer a resolution to the issue within the most mutually convenient timeframe possible.
  • Work can either be planned to coincide with existing development schedules or be continuous during standard business hours until a solution is deployed.

4

Supportive

General usage questions, recommendations for future product enhancements or modifications. There is no material impact on the quality, performance or functionality of the existing system.

  • QuickSilk will respond to all questions as part of the day-to-day product support service.
  • All submissions for product enhancements will be acknowledge and logged for review by Product Management for future product plans.

ISSUE RESPONSE TIME ESCALATION

Response times and escalation protocol are based on the severity level of a given Issue.  The table below defines the expected response thresholds and communication frequency the Customer will experience given the severity circumstance.  In all cases, action plans will be formulated and mutually agreed to by the Customer and QuickSilk for the given Issue.  Those Issue specific plans may override the standards indicated below.

Event

Priority 1

Priority 2

Priority 3

Priority 4

Severity

Critical

Important

Minor

Supportive

Request Confirmation

1 Hour

4 Hours*

1 Business Day

1 Business Day

Start of Resolution

1 Hour

1 Business Day

5 Business Days

As Required

Targeted Resolution

24 Hours

5 Business Days

Next Maintenance or Product Release

As Required

QuickSilk Management Notification

4 Hour

8 Hours

N/A

N/A

Escalation Trigger

1 Business Day

10 Business Days

60 Business Days

N/A

Progress Update Frequency **

Hourly

4 Hours

As Required

As Required

*  Or next business day, if reported after 4:00 PM Pacific

** Or as mutually agreed with the Customer

QuickSilk will use all reasonable means to ensure that issues are addressed within the specified timescales detailed in this section.  Should the Customer determine that insufficient progress is being made on a given issue, they may at any time request a conference call with the QuickSilk Vice President Operations to discuss alternate arrangements for issue resolution. 

In those instances when an Issue has surpassed the associated Escalation Trigger limit QuickSilk’s support staff will escalate the issue to the CEO who will contact the appropriate counterpart within the Customer’s organization to agree on a course of action to be taken.

Issue Request Life Cycle

Requests for Technical Support maybe made via telephone, email or through the InApp facility.  Upon receiving a request from the Customer, QuickSilk will respond to the request as per the Issue Severity matrix.  Each Customer request will be processed as follows:

Issue Registration

All issues reported, regardless of the nature of the issue, are registered in the QuickSilk CRM system and assigned a specific Severity.  The Customer is provided a unique ticket number for reference during any subsequent communication or item status inquiries.  QuickSilk support technician will record the details of the issue reported including:

 
  • Company Name
  • Contact Name
  • Phone Number
  • Email Address
 
  • Issue Description
  • Configuration information
  • Ability to replicate the problem
  • Severity of the problem
 

Diagnostic information deemed necessary to isolate the cause of the issue may be requested at this time.  All subsequent communications between QuickSilk and the Customer (e.g., conversations, receipt of diagnostic or sample data, written correspondence, etc.) are noted against the open incident ticket.

Issue Classification

Once the issue has been registered and any requested diagnostic information has been received, QuickSilk will attempt to reproduce and verify the problem as well as determine the cause.  There are four possible classifications for any Issue reported.

Defect:  The reported problem is determined to be caused by a defect in the QuickSilk-licensed product.

Enhancement:  The reported problem is determined to be a need for functionality, which does not presently exist in the QuickSilk licensed product.

Environment:  The reported problem is attributed to data or one or more third party software, hardware or network products, which are beyond QuickSilk’s control.

Question:  The Customer has a question pertaining to the use of the product.

By default, all new Issues reported to QuickSilk are deemed to have a classification of Defect, until proven otherwise.