dated: 14 June 2021
1. General Overview
This document represents a Service Level Agreement (“SLA” or “Agreement”) for the provisioning of KREDO support. This SLA is supplement to the KREDO terms.
This SLA remains valid until superseded by a revised document that may get released for KREDO.
This Agreement outlines the parameters of all support covered. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
2. Service Description
This SLA specifically describes the KREDO-related services provided by Tesseract Learning Pvt Ltd (“Tesseract”, “Us”, “Company”).
This Service Level Agreement applies to all KREDO components (browser, external services, servers, technology, etc.) used by the organization.
Technical support is provided using the efficient methods available. Usually, this will be using online ticketing system but is also available via email, shared screen online assistance, workshops, and training sessions.
The services provided in support of KREDO are as follows:
We provide using the following channels:
220.127.116.11 In-built Support ticket tool
18.104.22.168 Remote Assistance Using Remote Desktop and a Virtual Private Network (where Available)
22.214.171.124 Monthly System Health Check
126.96.36.199 Monitored Email Support
188.8.131.52 Telephone Support on need basis
2.2.2 Support Materials
For KREDO, we create and distributes a variety of support materials for both admin and learner users, including:
184.108.40.206 Videos – How to guides, demos and tutorials
220.127.116.11 Access to Help Center
18.104.22.168 In-built Help tool
3. Roles and Responsibilities
3.1 Tesseract Responsibilities
- Meet response times associated with the priority assigned to incidents and service requests.
- Appropriately notify users of all scheduled maintenance via KREDO system status page
- Clearly document the KREDO services
- Changes to services will be communicated and documented to customers
3.2 User Responsibilities
User responsibilities in support of this SLA include:
- Information security policies and guidelines
- Use of standard contact methods for incident reporting
- Adherence to the practices that work best with the platform, for example, using the Chrome, Safari or Firefox browser. Tesseract provides and keeps updated information regarding best practices.
- Avail themselves of the support, training, workshops, and online materials provided by the Tesseract
- Respect copyright laws
- Follow accessibility guidelines
4. Requesting Service
4.1 KREDO Support Requests
Tesseract offers different ways to contact support team with requests for KREDO support.
4.1.1 In-Built Ticketing system
This is the recommended method for requesting assistance unless the issue requires an immediate response or a customer password reset. When you use the web interface, your request will be logged as a ticket. Your request will be visible to all appropriate technicians who are available to assist you (rather than just one person), and you can keep track of your ticket progress directly on the helpdesk site. Requests made via the web will be processed during normal hours of operation.
4.1.2 Phone (+91) 9964447400
Phone service is available through the Tesseract during 10am to 8pm IST. Messages left during off hours will be processed the next business day. Due to the requirement for identity verification, password resets can only be processed over the phone.
4.1.3 Email (email@example.com)
Email requests will be processed during regular business hours. While this request will be logged in our ticketing system, the web interface ticket will be automatically associated with your department and campus contact information, and it will be visible to the appropriate technicians without requiring manual assignment by the tech help desk.
5. Hours of Coverage, Response Times, and Complaint Resolution
5.1 Hours of Coverage
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
- Telephone Support: 10:00 A.M. to 8:00 P.M. Monday – Friday
- Email Support: Monitored 9:00 A.M. to 8:00 P.M. Monday – Friday
- Emails received outside of office hours will be collected. However no action is guaranteed until the next working day.
Tesseract will use the following guidelines to prioritize support requests; response time will not exceed the time shown and will be shorter if possible. The time it takes to resolve the issue will vary depending on what’s involved; factors such as vendor hardware or software support are not always within Tesseract’s control.
|Severity Level||Description||Target Response|
|Outage||SaaS Server Down||Work towards a solution begins within 30 business minutes. These requests should be submitted by phone.|
|Critical||High Risk of Server Downtime||First response confirming request received is sent within 2 business hours. Work towards solution within 8 business hours.|
|Urgent||End-User Impact Initiated||First response confirming request received is sent within 8 business hours. Work towards solution within 1 business days.|
|Important||Potential Performance Impact if Not Addressed||First response confirming request received is sent within 8 business hours. Work towards solution within 3 business days.|
|Monitor||Issue Addressed But A Potentially Future Impact||First response confirming request received is sent within 8 business hours. Work towards solution within 5 business days.|
|Informational||Inquiry for information Within||First response confirming request received is sent within 8 business hours. Work towards solution within 5 business days.|
If you are not satisfied with the level of service related to a request, contact user support staff. They will categorize and process your input as appropriate and respond to you with the action taken.
5.4 Other Requests
Requests for features and functions not provided by this service can be submitted through email firstname.lastname@example.org
6. Maintenance and Service Changes
6.1 KREDO Server Maintenance Schedule and System Status
All IT-related service outages are published to the KREDO status page. Scheduled maintenance is not included in the calculation of availability metrics.
There are three categories of service outage:
- Planned Outages: A planned service outage is work that is planned and scheduled as part of system maintenance and updating. These outages are published on the KREDO status page a minimum of one week prior to the scheduled outage.
- Unplanned Outages: An unplanned service outage is work due to an unforeseen event or urgent repair to prevent failure. Unplanned service outages are given priority on a case-by-case basis, depending on the type and urgency of the failure. Unplanned service outages will be posted to the KREDO Status page immediately upon Tesseract team becoming aware of the need for the outage.
- Service Failure: If a service failure occurs, Tesseract will post notice of the failure and expected time of resolution to the KREDO Status page immediately upon Tesseract team becoming aware of the failure.
6.2 Guidelines for KREDO Maintenance Window
A maintenance window is a defined period of time during which planned outages and changes to production services and systems may occur. The purpose of defining standard maintenance window is to allow users of the service to prepare for possible disruption or changes. Tesseract encourages all services and systems to use the planned maintenance windows for the application of non-emergency changes. If a service does not have a planned maintenance window, the following guidelines apply:
- Planned outages should be performed between 5 p.m. and 10 p.m. on Sunday.
- Planned outages and changes should not be scheduled during peak business days.
7. Reviewing and Reporting
7.1 System Performance and Availability Reporting
The following annual performance and availability reports will be published for review:
- First-contact response to incidents and service request, based on information from the technology help desk ticketing system.
- Outage metrics measure Planned vs. Unplanned Outages and their root causes; the Change Management metric is the ratio of unplanned outages caused by failed changes to total outages.
7.2 SLA Reviews
The Designated Review Owner (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required and will be communicated to all affected parties.