Messaging Service Level Agreement
Global Version 1.1 – India Version 1 - 28March2022
This Service Level Agreement (“SLA”) is part of an agreement for certain ACL services (“Agreement”) between ACL and Customer and apply solely to the Services and not any other ACL product or service.
Capitalized terms are defined in the Glossary below. Capitalized terms not defined in this SLA shall have the meanings ascribed to them in the General Terms and Conditions for ACL Services (“GTC”).
General
ACL will make the Service available to Customer as specified in the Order Form and the Agreement and in accordance with the service level as described in this SLA.
Service Availability
ACL will use reasonable endeavors that the Service will be available 99.50% of the time, in the manner, and with the exceptions, set forth below.
Availability of the Service will be calculated each month, as a percentage based on the fraction below:
Uptime = Unit Hours of Operation minus Downtime (to be expressed as a percentage)
Service Windows
Notifications about scheduled service windows (excluding unplanned/emergency maintenance) will be sent no less than 5 business days in advance. The standard service windows are:
India Sites: Weekdays 12AM – 5AM IST
Service windows may be extended or shortened as needed and may fall on different times or days as needed.
Helpdesk and Fault Reporting
The Help Desk is available 24/7.
Customer may contact ACL’s Help Desk via email at [email protected]
The first point of contact for the customer is always [email protected]. After an initial analysis of the case, this would be distributed internally to the respective experts. To know the status of case id, customer can contact us on +91 9810525446.
Fault reports should include:
- Nature of the fault
- Severity level in accordance with this SLA. ACL may reclassify the priority during the fault investigation.
- Sample numbers, CDRs or other data if applicable
- Time of fault
Severity Levels
Definitions of Incidents Reported
ACL Technical Support Analysts will determine the severity of any defect using the following priorities:
Severity 1 - “Fatal”: There is a high probability upon the occurrence of this error that the operations of the product and/or the service would be severely at risk with the potential for catastrophe. These would include:
1. An Error with a direct security impact on the product
2. An Error isolated to Software or Appliance in a production environment that renders the product inoperative or causes the product to fail catastrophically, e.g., critical system impact, system down, etc
3. A reported defect in the product in a production environment, which cannot be reasonably circumvented, in which there is an emergency condition that significantly restricts the use of the product to perform necessary business functions
4. Inability to use the product or a critical impact on operation requiring an immediate solution
Severity 2 – “Severe”: There is a medium probability upon the occurrence of this error that the operations of the product and/or the service would be moderately at risk with the potential for catastrophe. These would include:
1. A reported defect in the product, which restricts the use of one or more features of the product to perform necessary business functions but does not completely restrict use of the product
2. An Error isolated to Software or the Appliance that substantially degrades the performance of the product or materially restricts business, e.g., moderate system impact, temporary system hanging, etc
3. Ability to use the product, but an important function is not available, and operations are severely impacted
4. Any other Error that can cause some functional restrictions but it does not have a critical or severe impact on operations
Severity 3 – “Minimal”: There is a very low probability upon the occurrence of this error that the operations of the product and/or the service would be severely at risk with the potential for catastrophe. These would include:
1. A reported anomaly in the product that does not substantially restrict the use of one or more features of the licensed product to perform necessary business functions; this is a minor problem and is not significant to operation
2. An anomaly that may be easily circumvented or may need to be submitted to Quality Check Research and Development as a request for enhancement
Cases will have to be registered by Company with ACL support team (24*7) through one of the channels – Phone or Email.
Contacts
|
Level of Contact |
ACL Contact Details |
Customer Contact Details |
|
Level 1 Support Desk: 24x7 Support Desk staff on duty |
24/7 Support Desk Phone India: +919810525446 Email: [email protected] |
NOC Staff tel/mob: email: |
|
Level 2 Helpdesk Manager |
Rajeev Mishra Phone: +919560065999 Email: [email protected] |
Name Title tel/mob: email: |
|
Level 3 Customer Support Manager |
NOC Duty Manager Will be shared after account is released i.e., availability of the Customer Support Manager |
Name Title tel/mob: email: |
|
Level 4 Service Operations Head |
Amit Kothiyal Email: [email protected] |
|
Glossary
1.1 “Availability” means the percentage of the “Measurement Period” during which the ACL “Service(s)” is made available to the Customer.
1.2 “Exclusion(s)” means unavailability of the Service for one or more of the following reasons:
- Any scheduled maintenance for which ACL gives prior notice.
- Failure of, or congestion experienced in any part of a network outside of where the Service are hosted (e.g. Service Providers or internet);
- Causes beyond any party’s reasonable control as referred to in the Agreement;
- Suspension of the Services in accordance with the Agreement;
- Customer caused issues including (but not limited to):
- Any failure to provide information requested by ACL.
- Any failure to interface to the Service in accordance with ACL instructions.
1.3 “Fault Reporting Method” means the way faults must be reported in order for ACL to appropriately investigate the fault.
1.4 “Initial Response Time” means the target time to respond to Customer's notification to ACL of a fault.
1.5 “Measurement Period” means one (1) calendar month starting from the first day of that specific calendar month (UTC). The time is calculated in minutes.
1.6 “Progress Reports” means recurring updates on the fault until restoration or resolution, as applicable.
1.7 “Service” means for the purpose of this SLA, the SMS services ordered by the Customer under an Order Form.
1.8 “Target Resolution” means the target time from when Customer has reported the fault until resolution of the fault.
1.9 “Target Restoration” (Work around) means the target time to find a temporary workaround for the reported fault. A temporary workaround is a solution, which substantially restores regular Service, although some non-material problems may persist.
1.10 “Unavailability” means a minimum continuous 5-minute periods that the ACL “Service(s)” is not responding adequately to incoming requests, and/or are not establishing outgoing connections per region as intended, in each case expressed in number of minutes.