Everstage Support and Service Level Agreement
1. Scope
This Service Level Agreement (SLA) establishes Everstage’s commitment to providing premium, equal support for all customers, reinforcing our customer-first philosophy that diverges from traditional tiered support models. Unlike traditional practices in the industry, Everstage offers best-in-class support for every customer without requiring additional fees or tiers. This SLA outlines Everstage’s obligations to ensure all customers experience consistent, high-quality service aligned with their operational needs.
2. Support Hours
Everstage provides support from 8 AM to 5 PM in each customer’s local time zone*. We ensure expert assistance is available during critical hours of the customer's business operations on all business days in the region.
This tailored support model allows Everstage to align with diverse customer time zones, providing uninterrupted access to expert assistance.
3. Support Model
Designed to be both comprehensive and flexible, Everstage’s unified support model addresses issues based on severity and business impact, allowing Everstage to scale support efforts as needed for more complex engagements. By focusing on issue urgency rather than tiered levels, Everstage delivers equitable and timely resolutions to all customers.
4. Support Channels
Support requests may be submitted on a 24/7 basis via:
Help center page
In-app support widget
Everstage shall adhere to the response times commitments outlined in Section 6 (Incident Response Times) of this agreement.
5. Severity Classification
The following are the classifications of a support ticket raised.
Severity | Definition |
|---|---|
S1 | Major OutageIssue related to the following and no workaround exists:
NOTE S1 excludes customer specific calculation and/or configuration errors. |
S2 | Critical Service Disruption:Issue related to the following and no workaround exists:
NOTE S2 excludes customer specific calculation and/or configuration errors and issues that impact only a limited number of Users |
S3 | Temporary Service Disruption:Issue with one of the following characteristics:
|
S4 | Minor Service issuesIssues that do not hinder the core functions, usage or availability of the commission management system.
|
6. Incident Response Times
Severity | response times |
|---|---|
S1 | 1 hour |
S2 | 3 business hours |
S3 | 4 business hours |
S4 | 6 business hours |
7. Customer Responsibility
i) System Requirements:
Supported Environment: The Customer acknowledges and accepts the responsibility of ensuring that the hardware and software used to access the Services meet the minimum technical specifications established by Everstage. These specifications may include but are not limited to, the use of a currently supported web browser (e.g., Chrome), a high-speed internet connection, and compatibility with specific email services (e.g., Gmail, O365, or Microsoft Exchange).
Professional Services Exclusion: It is important to note that customizations, installations, or additional professional services are not included in the standard service offering.
ii) Error Reporting and Troubleshooting:
Effective Collaboration: The Customer agrees to collaborate effectively with Everstage Support personnel. This collaboration may involve providing necessary information to replicate the error, including conducting reasonable diagnostic or troubleshooting activities as requested by Everstage Support. It is crucial for Everstage Support to be able to reproduce the error in order to diagnose and resolve the issue efficiently.
iii) Software Updates and Upgrades:
Maintaining Optimal Performance: The Customer is responsible for accepting and installing all updates, upgrades, enhancements, and new releases for the Services in a timely manner. These updates are essential for ensuring continued optimal performance.
8. Escalation Matrix
Sev | Level 1 | Level 2 | Level 3 | Level 4 |
|---|---|---|---|---|
S1 | Manager - Professional Services and Support | Director of Engineering | CTO | - |
S2 | Support Team Lead | Manager - Professional Services and Support | A drill-down dilemma | CTO |
S3 | Sr. Support Representative | Support Team Lead | Manager - Professional Services and Support | Director of Engineering |
S4 | Support Representative | Senior Support Representative | Support Team Lead | Manager - Professional Services and Support |
9. System Availability Level
The "System Availability Level" is the percentage of time during a particular period that the Service is generally available to a Customer. Any unavailability beyond Everstage's reasonable control, including without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes, failure of computer, telecommunications, Internet service provider or hosting facility or delays involving hardware, software or power systems not within Everstage's possession or reasonable control, and denial of service attacks, shall be excluded from the System Availability Level calculation. System Availability Level shall be calculated using the following formula:
[(Minutes in the month – Unscheduled Downtime) / Minutes in the month] * 100
Where "Minutes in the month" shall be defined as (Total minutes in the month – Scheduled Downtime).
Target System Availability Level is 99.9% in any calendar month.
10. Definitions
“Agreement” means the Everstage Master Subscription Agreement, unless the Customer has entered into a separate agreement with Everstage governing its use of the Services, in which case such agreement will apply.
“Business Hours” refers to 8 am to 5 pm in the customer’s local time zone.*
*Support hours may be subject to slight variation for customers from Australia and New Zealand (ANZ) and Asia Pacific (APAC) regions.
