Service Level Agreement (SLA)

 

Service Offerings and Levels

The following criteria are the basis for measuring KnowledgeHound’s performance of its Support Services with respect to generally available production environments. Support requests can be submitted via:

  • Email – support@knowledgehound.com
  • Chat – Found in the Software Platform
  • Phone – 872-228-5211

Platform requirements

KnowledgeHound is a web-based platform and requires one of the listed supported browser versions:

  • Google Chrome 64.0
  • Firefox 69.0
  • Safari 13.1
  • Edge 79.0

Definitions

Business Day
Monday through Friday, excluding U.S. Federal Holidays.

Business Hours
7:00AM – 7:00PM CST every Business Day. Business Hours observe Daylight Savings Time.

Customer Support Hours
7:00AM – 7:00PM CST every Business Day. Customer Support Hours observe Daylight Savings Time.

Customer Administrator
A designated Customer employee that is the primary point of contact between KnowledgeHound and Customer.

Measurement Factors
The percentage of time KnowledgeHound agrees to be in compliance with each Measurement Factor listed in Table 1, Service Level Matrix. Measurement Factors will be measured on a monthly basis.

Planned Outage
Interruptions which are communicated at least one business day in advance. Such interruption will take place during non-business hours after 11pm CT and 5am CT, unless there is a reasonable need to do it at an earlier time to protect the Customer and Customer’s assets.

Reporting Period
The calendar month in which the Service Level Measurement will be calculated.

Scheduled Outage
Routine interruptions such as those scheduled for maintenance. There will be a weekly outage window available to KnowledgeHound beginning at Thursday 11pm CT for 1 hour each week. Services are not guaranteed to be available during that window. If KnowledgeHound conducts an update which is expected to take the System down for more than fifteen (15) minutes, KnowledgeHound shall notify Customer at least forty-eight (48) hours prior.

Service Credit
The amount credited to Customer from KnowledgeHound for Measurement Factors that fall below the Key Performance Indicators, in accordance with the formulas identified in the Remedy column of Table 1, Service Level Matrix.

Unplanned Outage
Any interruption in the service which is neither a Scheduled Outage nor a Planned Outage. We will notify our Customers as soon as practicable following such an outage.

Table 1: Service Level Matrix

Category Component Response Time Measurement Factor Measurement Factor Remedy 
KnowledgeHound ApplicationOnline Application Availability24×7 excluding:

  • Maintenance windows of 11:00 PM – 12:00 AM CST (Daylight Savings Observed)
  • Planned Outages taking place between 11:00PM – 5:00AM CST (Daylight Savings Observed)
  • Users using an unsupported KnowledgeHound web browser
99%(Measurement Factor – Actual Performance) for the given Reporting Period * 1/2th (One Twelfth) of the Annual subscription cost
Customer Support  Phone  Calls to the KnowledgeHound Help Desk properly presented to the automated attendant and routed. 90% (Measurement Factor – Actual Performance) for the given Reporting Period * 1/2th (One Twelfth) of the Annual subscription cost.
Voicemail  Voicemail to the KnowledgeHound Help Desk returned in less than (2) two business hours. 90% 
Email Email to the KnowledgeHound Help Desk returned in less than one (1) Business Day.90% 
Problem Resolution Severity  Level “0” 1 Hour Cases with severity level “0” will be addressed with continuous efforts within four (4) business hours of the KnowledgeHound Help Desk logging the customer’s call. In order to be considered a severity level “0”, the issues must be present for (15) fifteen minutes prior.100% 

 

(Measurement Factor – Actual Performance) for the given Reporting Period * 1/2th (One Twelfth) of the Annual subscription cost.
Severity  Level “1” 2 Hours Cases with severity level “1” will be addressed within one (1) business day of the KnowledgeHound Help Desk logging the customer’s call. A Restoration will be deployed within one (1) business days. In order to be considered a severity level “1”, the issues must be present for (15) fifteen minutes prior.  100% 
Severity  Level “2”  1 Day Cases with severity level “2” will be receive a response within three (3) business days of the KnowledgeHound Help Desk logging the customer’s call. A Resolution may or may not be deployed at the sole discretion of KnowledgeHound.100% 

Table 2 Severity Level Definitions

Severity Level Description 
0 System crash during typical system usage (no extraordinary circumstances) or functionality cannot be accessed and there is no work-around.  
1 Incorrect results, or functionality flaws, system crash caused from non-typical use of the system and a work-around exists.
2 Requests that improve the overall intuitiveness of the system such as renaming buttons, adding additional data or instructions, improving grammar, spelling, and ensuring consistency across all screens. 

Service Level Adjustments

Both Parties understand that changes in technology, productivity, and management can result in the need to adjust, add, or delete service levels. KnowledgeHound regularly reviews service levels with our clients and makes appropriate adjustments by distributing new Service Level Agreements. However, changes that materially decrease the coverage of this Agreement must be reviewed and agreed upon by both parties.

Service Level Measurement

Service levels will be calculated using the following formula: A =tt -te -titt – te 100

  • A: the actual percentage of the Availability in such month
  • tt: the total number of time in such month
  • te: the total number of time of Planned or Scheduled Outage time utilized in such month
  • ti: the total number of time of Unplanned Outage in such month

All outages are accounted for in the availability calculation. The Scheduled Outage window will only count in the credit calculation if it is used. We will indicate in any credit calculation whether the window was used or not.

Service Level Reporting

KnowledgeHound uses both self-monitoring and client reporting to track its performance under this Agreement. Customer may request a Customer Support Report detailing the Measurement Factors for the KnowledgeHound Application during a reporting period.

Service Level Remedy

Service Credits are issued to the Customer for Measurement Factors that fall below their respective Key Performance Indicators in accordance with the Remedies outlined in Table 1.

In order to receive any Service Credit, Customer must notify KnowledgeHound Company and provide the necessary resources and assistance as requested by Company to validate, replicate and investigate the issue. Failure to comply with any of this requirement will forfeit Customer’s right to receive a Service Credit.

No Service Credits shall be granted, and none shall be due, if KnowledgeHound’s failure to meet a Measurement
Factor is the result of (i) a standard force majeure situation, or (ii) Internet and/or communication system failures not maintained or hosted by KnowledgeHound.