A service-level agreement (SLA) defines the level of service you expect from a vendor, laying out the metrics by which service is measured, as well as remedies or penalties should agreed-on service levels not be achieved. It is a critical component of any technology vendor contract.
Elixom offers three SLAs and products and services are sold or licensed with one of the three. Some products may be sold or licensed with no SLA, in this case there is no contractual obligation except what is stated in the service contract.
SLAs are not transferrable. All non hosted products are understood to have no SLA unless a explicitly negotiated SLA (SLA3) is included in the contract. The measurement of response time it take from the point at which contact is made through a tractable system, such as email, online ticketing platform or support channels built into products.
Standard SLA (SLA1)
Elixom provides routine maintenance with yearly feedback on applicable products. This is only applicable if products are hosted by Elixom. For hosted products the guaranteed 99% uptime, and MTBF of not less than 90 days.
Elixom provides responses to support queries within 24 hours.
Priority SLA (SLA2)
Elixom provides routine maintenance with yearly feedback on applicable products. This is only applicable if products are hosted by Elixom. For hosted products the guaranteed 99% uptime, and MTBF of not less than 90 days.
Elixom provides responses to support queries within 3 hours if queries are received between 6:00 am and 6:00 pm, and within 5 hours for queries received after 6:00 pm.
Customer-based SLA (SLA3)
Elixom provides routine maintenance on a schedule agreed with the client.
Elixom provides responses to support queries within a negotiated time frame.
