Sigil SLA

Ensuring we are all on the same page.

Definitions

Term Definition
Services
The services provided by Arkahna to its Customer(s) as defined in the Service Definitions.
Customer
A licensed user of the Sigil platform that has consented and agreed to this Service Level Agreement and the Service Terms.
Business Hours
Business Hours refers to the hours of operation and referral system use.
This is currently defined as 8am to 5pm Mon to Fri (AWST) excluding national and WA public holidays.

Service Definitions

Service Definition

Service Management
The service desk and incident management component of the Sigil

service.

Production Operations

The proactive monitoring component of the Sigil service.

Service Levels

Level Description Hours of Operation Contact Escalation
Level 1
This represents the first level of support provided directly to users. Once a support  request is received. This level usually provides support for simple activities such as product  queries, password resets or account queries.
Business Hours
N/A –
provided by
the
Customer
Where Level 1
support is
unable to
resolve the service
support
request, the
request can
be escalated
to Level 2.
Level 2
This level of support is provided by Sigil technical specialists. The technical specialists  provide a deeper platform and technical understanding and can assist with complex  problem-solving and product configuration.
Business Hours
Service
portal, email
or phone
Where Level 2
support is
unable to
resolve the
service
support
request, the
request can
be escalated
to Level 3.
Level 3
This level of support is provided by Sigil technical specialists. This level of support can  provide troubleshooting and problem diagnosis and remediation.
Business Hours
Internal Escalation Only

N/A

Incident Severity

Severity Description Example Impact
Sev-0
Software defects only where one or more
processes or programs have experienced
abnormal termination that render the
complete loss of software functionality, for which there is no workaround and the
software defect must be resolved before the
Customer can continue normal business
operations.
  • One or more critical services are unavailable.
  • Unable to complete one or more key
    business functions, causing severe 
    disruption to Customer operations.
  • External users affected.
Sev-1
Software defects only where one or more
processes or programs have experienced
abnormal termination that render the
complete loss of software functionality, for
which there is no workaround and the
software defect must be resolved before the
Customer can continue normal business
operations.
  • One or more components of a critical  service are unavailable – no workaround  is available.
  • A non-critical business service is  navailable.
  • Widespread degradation in software  performance.
  • Single site, whole division or business group affected.
Sev-2
Software defects only that impede but do
not prevent normal business operations for
which there is no workaround, but the
Customer can continue working until a
solution is found and implemented.
  • One or more critical services are unavailable – no workaround is available.
  • A non-critical business service is unavailable.
  • Unavailable to a small number of users (less than the whole department or division).
Sev-3
Software defects only for which a simple
workaround exists and which by their nature
mean the problem is not of particular concern to the Customer or is cosmetic in
nature.
  • A single component of a non-priority business service is unavailable.

Incident Management

Response and Resolution Targets

Sigil will track and manage all incidents raised by the Customer. The following table outlines the response and resolution targets for each severity level.
Where Sigil is managing an incident and a third party is responsible for resolution, exceeding the Target Resolution Time will not count as a breach of the Service Level Agreement

Severity Target Response Time Response Target Target Resolution Target Resolution Time
Sev-0
10 business minutes
95% within target response time.
  • The issue is resolved.
  • A workaround is provided.
  • A fix is provided.
  • Fix incorporated into a future release.
95% within 4 business hours.
Sev-1
1 business hour
 95% within target response time.
  • The issue is resolved.
  • A workaround is provided.
  • The fix is provided.
  • Fix incorporated into a future release.
95% within 1 business day.
Sev-2
2 business days
95% within target response time.
  • The issue is resolved.
  • A workaround is provided.
  • The fix is provided.
  • Fix incorporated into a future release.
  • The answer to the question is provided.
95% within 1.5 business days.
Sev-3
5 business days
95% within target response time.
  • The issue is resolved.
  • A workaround is provided.
  • The fix is provided.
  • Fix incorporated into a future release.
  • The answer to the question is provided.
95% within the next software release.

Escalations

Conditions Escalation Point
Failure to respond within support response times.
Operations Lead
Repeated failure to respond within support response times. 
Service Lead

Disaster Recovery and Backup

The Services and underlying data stores are designed to provide continued operation in the event of an outage through the use of SLA backed Azure services.
The underlying data stores are covered by a backup and restore process to ensure regular backups are performed and verified.

Reporting

Regular (monthly or quarterly) operational review meetings will be held between Sigil and the Customer to review the performance of the Services. The Customer will be provided with an operational review report.

Scheduled Maintenance

Minor upgrades to Production Operations are deployed continuously and will not limit or suspend the availability of the Services.

Scheduled Maintenance Windows are periods during which Sigil may limit or suspend the availability of Production Operations to perform major maintenance and/or upgrades.
Scheduled Maintenance Windows are scheduled as required outside of business hours as agreed with the Customer. Outages during Scheduled Maintenance Windows do not count as an outage against the SLA.

Limitations

  1. Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to the Azure resources under our support, including at your site or between your site and Azure);
  2. That result from the use of services, hardware, or software not directly supported by us, including, but not  limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
  3. That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
  4. That result from your failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or your use of the Service in a manner inconsistent with the features and functionality of the  Service (for example, attempts to perform operations that are not supported) or inconsistent with our published guidance;
  5. Scheduled maintenance windows that incur downtime to patch products or  infrastructure are excluded from the uptime calculation.