Service Level Agreement

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Private Individual Kyrylo Kostiukov ("Service Provider(s)") and a company or person who is provided with Technical Support ("Customer(s)") for the provisioning of IT services required to support and sustain the BIM module.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders. This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Scope of free technical support, bug-free guarantee

As soon as BIM Magento Extension is working with a lot of data and it is very hard to cover all combinations of data, some functionality may no work. Implementing a data universal analysis system is challenging task and may require some time of being live to cover all possible cases.

All unexpected data usually lead to warning messages or errors in data analysis process, so in most of cases, user will see an error instead of getting wrong statistics.

In order to provide IT Support and bug-free guarantee for main functionality, we describe clearly part of functionality, that will be covered by such guarantee. This means, that there might be some non critical bugs, that will not be fixed under bug-free guarantee. This could be for example some unexpected Frontend layout of input fields in some version of used browser.

Aw-course, we want to improve our software and will gather all bugs. This agreement only guarantees, that we will not take more responsibilities then we can effort.

Together with the provided software we provide detailed description of its functionality. All functionality and only the functionality, that is included into this document will be applicable for free bug fixing. All software requirementsR packages should correspond to minimal versions, listed in functionality descriptions.

If some functionality of the module that is not working is not described in functionality description, but affects somehow functionality, listed there, so that it does not allow user to fully use the functionality, such bug should also be fixed for free.

3. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).

The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).

The objectives of this Agreement are to:

  • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
  • Present a clear, concise and measurable description of service provision to the customer.
  • Match perceptions of expected service provision with actual service support & delivery.

4. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

  • IT Service Provider(s): Private Individual Kyrylo Kostiukov. (“Provider”)
  • IT Customer(s): a company or person who is provided with Technical Support (“Customer”)

5. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

5.1. Service Scope

The following Services are covered by this Agreement:

  • Monitored email support
  • Remote assistance using SSH, FTP access and administration access to Magento Platform
  • Planned or Emergency Onsite assistance (extra costs apply)

This service is delivered at no extra charge for the duration of the product support period. Technical Support covers fixing post-installation issues which result from improper behavior of BIM extension for Magento.

Technical Support does not cover fixing conflicts with custom code in the core Magento files, conflicts with third-party products, conflicts with Magento versions which are not officially supported by a given version of the product, or issues resulting from custom modifications you might have introduced to our products. External conflicts can in most cases be resolved within the paid Customization service.

5.2. Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

  • Providing required 24h access to the system, where the extension for Magento is running during the duration of bug fixing.

5.3. Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

Meeting response times associated with service related incidents.

5.4. Service Assumptions

Assumptions related to in-scope services and/or components include:

Changes to services will be communicated and documented to all stakeholders.

6. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

6.1. Service Availability

Coverage parameters specific to the service(s) covered in this Agreement is Email support (via Help Desk), monitored 10:00 A.M. to 15:00 P.M. Monday – Friday, except German public holidays.

Emails received outside of office hours will be collected, however response time will be calculated starting from the next working day.

Onsite assistance not guaranteed and should be agreed separately.

Technical Support service is available for registered users and is provided via Help Desk.

6.2. Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

  • Within 5 working days for issues classified as High priority.
  • Within 10 working days for issues classified as Medium priority.
  • Within 25 working days for issues classified as Low priority.

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

7. Updates

We provide our customers with free upgrades of the product they buy, limited to the product version branch. It means, that buying a product version N.x gives right to receive free updates for the version branch N. (N.x, N.x.x). An email notification is sent stating new version availability and instructions of how to get the updated version. Software upgrades download is also limited by support period defined by customer during the purchase.

E-mail address must be valead, as it may be used for communication purposes. It is strongly recommended to use an e-mail address associated with your company. Free emails can be used for registration and checkout process, but orders placed using free email service addresses will be checked more thoroughly and may take longer for activation as a result.