Customer Support SLA 24-25

Contents

1. Service Description.
2. Service Level Objectives (SLOs)
3. Ticket Priority Levels & explanation.
4. Response Time.
5. Table One (1): Support Issue Categorisation.
6. Update Time
7. Resolution Time: Technical resolution to issues requiring Development Team attention
8. Table Two (2): Response, Update, Resolution, Close Timeline. 
9. Support Issue Categorisation
10. Table Three (3): SUPPORT PRIORITY EXAMPLES. 
11. Support Hours. 
12. Maintenance and Updates. 
13. Scheduled Maintenance.
14. Emergency Updates. 
15. Incident Management. 
16. Incident Reporting. 
17. Software Updates and Upgrades. 
18. SLA Amendment. 
19. SLA Abatement. 
20. Limitation of Liability. 
21. Limitation of Agreement. 
22. Governing Law.
23. Definitions & Descriptions. 
24. Description of Software Application(s) 
25. Definitions

Service Description

Entire OnHire agrees to provide the Client with software support and maintenance services for the software application as set out in the Entire OnHire’s Master Agreement

Service Level Objectives (SLOs)

This table shows the maximum timeframes Entire commit to responding, updating, actioning, and solving Support Request.

Support Requests must be submitted in writing via Entire OnHire’s prescribed Support Portal or email support@entiresoftware.com to be included in Entire OnHire SLA. Direct calls to Entire will be attended to Entire OnHire Support Squad as available, however such calls will not be covered by SLA until a ticket is created.

While the table sets out maximum timeframes, Entire will always work to deliver resolutions earlier where possible.

Entire OnHire agrees to maintain the following Service Level Objectives:

Ticket Priority Levels & explanation

1. Critical Priority (CP)[1],[2]
2. High Priority (1)
3. Medium Priority (2)
4. Low Priority (3)
5. Feature and/or Development Requests
   1. not included in Support SLAs

Table One (1): Support Issue Categorisation

 

Entire OnHire Support Issue Categorisation Chart
Impact (Effect on Business)	Urgency (Time Criticality)
	Critical	High	Medium	Low
Extensive Complete or more than 1 module Business Stoppage	Critical	High	Medium	Medium
Significant Single Module or Feature stop core business disruption	High	High	Medium	Low
Moderate Partial feature stoppage User inconvenienced workaround possible	Medium	Medium	Low	Low

 

Response Time

Entire OnHire will during normal business hours acknowledge support requests depending on criticality as set out below

1. Critical Priority (CP) within 1 hour of receipt
2. High Priority (1) within 4 hours of receipt
3. Medium Priority (2) within 8 hours of receipt
4. Low Priority (3) within 3 Business days of receipt
5. Feature and/or Development Requests within 30 days of receipt
   1. not included in Support SLAs

Update Time

Entire OnHire support will update clients on submitted support issues based on their severity and impact, as defined in within the following timeframes:

1. Critical Priority (CP) 2hourly
2. High Priority (1) daily
3. Medium Priority (2) Weekly
4. Low Priority (3) Monthly
5. Feature and/or Development Requests
6. not included in Support SLAs

Resolution Time: Technical resolution to issues requiring Development Team attention.

Entire will determine if an issue is resolved based as restoration of pre-issue / original functionality.

Entire OnHire will resolve direct Entire application support issues based on their severity and impact within the following timeframes:

1. Critical Priority (CP) within 8 hours of response
2. High Priority (1) 5 business days of response
3. Medium Priority (2) within 3 months of response
4. Low Priority (3) within 6 months of response
5. Feature and/or Development Requests
6. not included in Support SLAs

Table Two (2): Response, Update, Resolution, Close Timeline

Once classified with the above table (depending on the impact to your business and the time criticality), you can expect a response in line with the below table:

 

Support Issue Categorisation

The table below details Entire OnHire’s customer issue priority chart.

Entire OnHire will prioritise customer requests so that clients get the help they need in a timely manner.

The categorisation (see table 1) of support issues has been created from a combination of both URGENCY (time criticality) and IMPACT (business effect).

Issues are investigated and resolved in the following order:

1. Critical Priority (CP)
2. High Priority (1)
3. Medium Priority (2)
4. Low Priority (3)
5. Feature and/or Development Requests
6. not included in service SLA

Table Three (3): SUPPORT PRIORITY EXAMPLES

Entire OnHire take our role as our clients’ key operational system seriously and know that some functions are critical to the success of our client operations. This chart provides examples of incidents, features, and functions Entire prioritise most.

The following is not a complete list due to the large size of Entire OnHire, rather is designed as a guide to assist clients.

 

 

Entire OnHire Support example and classification guide
Impact (Effect on Business)	Urgency (Time Criticality)
	Critical	High	Medium	Low
Extensive Complete or more than 1 module Business Stoppage	Entire systems complete stop Auto Log out user frozen All systems users inability to access system	Growth module not working STP Submission error Error with ABA File	System keeps logging users out by mistake	Member App auto update
Significant Single Module or Total Feature stop Disruption to core business operation	Members unable to apply Allocations screen bug, unable to enter new shift or client Member App unavailable	System batch program not working Shift document error Staff user logged out back end	Deletion of all member documents from script Multi-booking tab fail	Low Vevo/SMS Credit Advanced system usage request
Moderate Partial feature stoppage User inconvenienced workaround possible	Single timesheet error preventing payroll Timesheet submission failure member app	Reports data mismatch Timesheet review client portal fail	System templates and/or email alerts updated Single user access denied	User knowledge gap can be resolved by knowledge base article

 

Support Hours

Support will be provided during the following hours:

Normal Business Hours

1. Monday to Friday 8:00 AM to 8:00 PM, excluding gazetted public holidays (Aust & Vic), Australian Eastern Time

Emergency Support

1. Emergency support will be available 24/7/365.

Maintenance and Updates

Scheduled Maintenance

Entire OnHire may schedule routine maintenance and updates, with at least 14 days' notice to the Client. Such maintenance will be scheduled during off-peak hours whenever possible.

Emergency Updates

In the event of critical security patches or urgent updates, Entire OnHire may perform emergency updates without prior notice.

Incident Management

Incident Reporting

The Client shall report any software issues or anomalies to Entire OnHire's support team within 2 hours of discovery.

Incident Resolution

Entire OnHire will use commercially reasonable efforts to resolve reported incidents in accordance with the specified resolution timeframes based on severity and impact. See Table 1 below

Software Updates and Upgrades

Entire OnHire agrees to provide updates, patches, and upgrades to the software as part of the support services. The Client is responsible for implementing these updates in a timely manner to maintain software functionality and security.

SLA Amendment

Entire OnHire may at its own discretion update and/or vary the SLA terms & conditions providing clients with 30 days’ notice of any such variation

SLA Abatement

Should Entire OnHire fail to meet the prescribed issue resolution timelines, Entire will provide the client an abatement of 5% of future monthly subscription payments calculated on prorate basis per day until issue has been resolved

Abatement structure does not apply to issues declined and/or deemed feature request and/or development requests

Abatement structure is concurrent for any instance in which multiple issues are raised.

Limitation of Liability

Entire’s does not accept any liability for any damages arising out of or related to this SLA.

Liability limitations are documented in the Master Agreement

Limitation of Agreement

This agreement does not extend, exceed or supersede any stipulation set out in the Entire OnHire Master Agreement

Governing Law

This SLA shall be governed by and construed in accordance with the laws of Australia.

Definitions & Descriptions

Description of Software Application(s)

Please refer to Entire OnHire Master Agreement

Definitions

1. Core Modules include Recruitment, Allocations, Finance, Workforce App, Client Portal
2. Features: Entire does not list all features here, however, provides examples for reference purposes only. Any implemented growth modules, Referee Dashboard, Unmanaged Jobs, Invoice run / Payroll Run, Batch Programs
3. Feature Function: Entire does not list all system functions here, however, provides example for reference purposes only. Member search, Order Number, Add/Edit Booking, STP Submission
4. Resolution: Entire determines resolution as restoration of pre-issue / original system functionality operatibality
5. Close time: Time allowance for fix/solution to be implemented on client system and issue closed.
6. Response time: Time allowance for Entire to acknowledge support request.
7. Identify time: Time allowance for Entire to identify issue cause & potential resolution.
8. Update time: How often Entire will update client on the status/progress of support request.
9. Identify time: time allowance for Entire Support and/or technical team to identify issue route cause.
10. Fix time: Time allowance for fix/solution is developed and tested.
11. Close Time: Time in which Entire will resolve and implement and required fix solution live on client system with ticket closed

[1] Client to add tickets as High Priority, Entire Support will escalate & action tickets to Critical as required based on severity and criticality.

[2] Entire application issues only, does not extend to third party issues outside Entire’s control