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Service Level Agreement

Service Definitions Service Objective Performance Standard for Satisfied Rating
1) System Availability AlayaCare will make the application available on a 24 hour per day, 7 day per week, 365 day per year basis to all end users, except for approved periods of scheduled maintenance as per Service 3. 99.5% availability in any thirty (30) day period

Excluding unavailability caused by the customers related to the connection to the internet, and other outside dependencies not under the control of AlayaCare.

2a) Issue Resolution Response within timelines outlined. Urgent: response within 15 minutes

High: response within 1 business hour

Medium: response within 8 business hours

Low: response within 16 business hours

2b) Issue Reporting, Tracking and Escalation Timely (as soon as detected) and effective response to issues.

AlayaCare will notify the customer’s Level 1 support personnel of all service interruptions. Critical and Major issue tracking is recorded HERE.

Resolution:  Advice and/or actions that provide a permanent fix or temporary solution. AlayaCare’s and Customer’s appointed representatives agree that the problem has been resolved. This may include workarounds, patches/upgrades promised at a later date, or commitments to fix the issue within mutually agreed timelines.

Notification in accordance with Urgent and High definitions set out in Service 2(a)

Level 1: Customer’s support or help desk

Level 2: AlayaCare’s support as per Service 5

If response times are not being met:

Level 3 (Escalation):
Client Specific Account Manager

3) Product Maintenance AlayaCare will provide updates and enhancements for the application on an ‘as available’ basis and include the items listed below:

  • Documentation for new releases, including functional, configuration and installation information.
  • Enhancements to the application provided by AlayaCare to keep current with changes in operating systems, user environment, etc.
  • Enhancements to keep current with the current hardware vendor’s operating system’s releases.
  • Functional enhancements that AlayaCare makes generally available to AlayaCare’s customers.
  • Bug fixes.
AlayaCare will inform customers of planned maintenance by email, 5 business days in advance of the planned maintenance window. Where such maintenance involves critical fixes, outside of the regular release schedule, AlayaCare will inform customers as per Service 2(a).

Releases notes will be provided monthly, 7 days prior to the release being available in AlayaCare’s production environment, coinciding with the release cycle. Typically, zero downtime.

4) Client Responsibility Level 1 technical support to be provided by Customer’s internal support personnel or help desk (as appropriate).

If level 1 troubleshooting is unsuccessful, escalate to AlayaCare’s 2nd level customer support (Service 5: “Customer Support”)

Remote access to all customer environments must be made available to appropriate AlayaCare staff for assistance with installation, support, testing, troubleshooting and maintenance of the application.
5) Customer Support Direct all enquiries through Zendesk and please indicate the severity as per the classifications below.

Business and after-hours telephone number: North America: +1 (819) 805-6916 , International: 1-800-219-213 press 2

E-mail: Support

Address: 151 Yonge Street, 10th Floor, Toronto, ON M5C 2W7

North America Business hours (9am – 6pm Mon-Fri EST)

Asia Pacific & Middle East Business hours (9am – 6pm Mon-Fri AEST)

For urgent severity calls, clients are asked to phone AlayaCare in addition to opening a ticket in the Zendesk portal.

For high, medium and low severity issues, please open a ticket in the Zendesk portal.

Response times: see Service 2(a)


Severity Classifications

Severity Classification Severity Definition Action
Urgent A catastrophic production problem in which AlayaCare is down and no procedural workaround exists.  Defect is causing a system failure - needs immediate attention. Response within 15 minutes during and outside of business hours.

Ongoing updates every 30 minutes, unless new update timelines are set on a case-by-case basis.

High A problem where AlayaCare is functioning but in a severely reduced capacity. The situation is causing significant impact to portions of AlayaCare. The system is exposed to interruptions to service. A business function or transaction process is not available. A reasonable workaround is available but it is at a significant cost or has a material impact on the business of the Customer. Response within 1 business hour.

Ongoing updates every 1 business hour, unless new update timelines are set on a case-by-case basis.

Medium A problem which involves partial non-critical functionality loss – one which impairs some functionality but allows the customer to continue to use the software. A reasonable workaround is available at a minor cost and will have a negligible impact on the business of the Customer. Response within 8 business hours.

Ongoing updates every 1 business day, unless new update timelines are set on a case-by-case basis.

Low Request for modifications to address an inconvenience for users where there is minimal impact on the quality, performance or functionality of the software.  The result does not impede the operations of the system and does not have a material impact on the business of the Customer. Response within 16 business hours.

Ongoing updates at usual customer checkpoints.