Service Level Agreement
CORE SERVICES PROVIDED
As a software solution provider, StaffCircle offers complete worker engagement solutions, specifically for the corporate and business user with the same high level of customer service and account management that is available across all our products. In line with our terms and conditions of service; the following document details our commitment to you to ensure that you always receive an industry leading level of service.
StaffCircle Ltd provides various services for our customers. The core services we currently offer are:
StaffCircle [Core|Advanced|Enterprise|Ultimate]: A complete worker productivity solution with
- Multi-layer tenant data segregation
- Each tenant runs on separate domain
- Customer maintains control over their tenant
CUSTOMER CONTROLS ACCESS
- Optional Role-based permissions via Admin Dashboard
- Integration with your existing Identity Management – example: Active Directory
- SAML 2.0 interface to Single Sign-On & Active Directory
- Access Control Reporting built into platform
ADD-ON AND PROFESSIONAL SERVICES
StaffCircle also provides additional add-on services, software and professional services. These services will be provided in conjunction with providing the StaffCircle solution and can include services such has Custom Module design, Content creation or customisation services, integration services, discovery workshops, project scoping or additional training. Professional Services and additional add-on services do not usually carry a specific warranty but StaffCircle will give best endeavours to rectify faults or provide liaison with the specific service provider or external consultants in order to provide a fix if required.
Our customers rely on us to provide them with highly reliable services and we endeavour to provide near perfect performance 100% of the time through careful planning, redundant systems and careful monitoring; however as with any software very occasionally issues can arise.
The following service endpoints are monitored and generate our SLA Performance metrics And we guarantee to our customers as follows:
|IP Network* (our network edge) availability: IP Network (our network edge) availability:||99.95% average|
|StaffCircle End User Portal and Progressive Web Apps availability:||99.90% average|
|StaffCircle Company Administrator Portal availability:||99.90% average|
|StaffCircle API availability:||99.90% average|
|StaffCircle CDN availability:||99.90% average|
|StaffCircle Storage availability:||99.90% average|
|StaffCircle Real-time message queues:||99.90% average|
SLA PERFORMANCE METRICS
*Uptime guarantees are based on normal working operation and do not cover pre-planned maintenance, emergency maintenance or downtime resulting from DDoS and DoS attacks… (i.e. attacks by an external party that cause our service availability be reduced)
We monitor our network and platform 24x7x365 using a variety of tools including an externally located 3rd party monitor called Uptime Robot which provide a real-time and monthly service uptime report which we make available at https://status.staffcircle.com
PLANNED AND EMERGENCY MAINTENANCE
StaffCircle will need to perform planned or emergency maintenance and upgrades from time to time. Customers will be informed of planned maintenance at least 48 hours prior to the planned maintenance window. Customers will be informed of emergency maintenance at least 3 hours prior to the emergency maintenance window. Both planned and emergency maintenance will be scheduled for out of normal working hours, from 16:00 to 05:00 weekdays or weekend.
In the event we do not meet or surpass these uptime metrics, a service credit will be available from us as follows:
0.1% over uptime target = 10% refund of your monthly service credit*
0.2% over uptime target = 20% refund of your monthly service credit*
0.3% over uptime target = 30% refund of your monthly service credit*
0.4% over uptime target = 40% refund of your monthly service credit*
0.5% over uptime target = 50% refund of your monthly service credit*
0.6% over uptime target = 60% refund of your monthly service credit*
0.7% over uptime target = 70% refund of your monthly service credit*
0.8% over uptime target = 80% refund of your monthly service credit*
0.9% over uptime target = 90% refund of your monthly service credit*
1.0% over uptime target = 100% refund of your monthly service credit*
For Network Uptime, each 0.01% over the uptime target results in a 10% refund of your monthly service.
SUPPORT SERVICE LEVEL AND ESCALATION PROCESS
*All service credits are given as percentage discounts from the monthly service charge; charges for successful phone calls made by customers are not included in the service credits and will still need to be paid. SLA service credit claims must be made in writing to firstname.lastname@example.org within 30 days of the end of the month in which the outage/SLA failure occurred. Service Credits will be credited to the customer’s account within 30 days once the claim has been verified and accepted by a Company Director.
StaffCircle believes in offering our customers a great level of support. Our Customer Service level guarantee and escalation process is below. This is available for service affecting issues only, non-service affecting issues will be dealt with during 08:30-18:00 Monday to Sunday and with a response within 12 hours.
(Response via email, support ticket or phone within 3 hours – 08:30-18:00 Monday to Friday)
Telephone: 0203 900 3443 (option 2)
Customer Operations Manager (Response via email, support ticket or phone within 6 hours)
CEO: Mark Seemann (Response via email or phone within 72 hours)
Out of hours support is available using our ticket system via our online support site
at https://support.staffcircle.com(Response to ticket within 12 hours)
TERMINATION OF CONTRACT
StaffCircle provides its service on a 12, 24 or 36 month contract, please see your specific service plan and terms and conditions of service for the specific contract term. If you wish to cancel your service inside the initial contract term then the full contract will still be payable. In the unlikely event that StaffCircle has failed to reach its SLA uptime targets, as specified above, for 3 consecutive months, the customer has the right to cancel their service giving only one month’s notice. The customer will still be required to pay for their service to the end of that specific month and any additional services consumed during this period.