Waste Management Software Solutions and Waste Consignment Notes
Helping boost productivity and increase profitability through streamlining
operations for the waste recycling industry via innovative software solutions.
SERVICE LEVEL AGREEMENT (SLA)
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Quick Consign clients (NOT including third party users) for the provision of a First Point of Contact (FPoC) to provide a first step for the information, advice and assistance (IAA) process to Quick Consign clients.
This Agreement remains valid until superseded by a revised agreement.
PURPOSE
Quick Consign clients depend on software and services that are provided, maintained and supported by Quick Consign Ltd. Some of these items are of critical importance to the everyday running of business.
This service level agreement sets out what levels of availability and support the client is guaranteed to receive for specific parts of the services and software provided.
This SLA forms an important part of the contract between clients and Quick Consign Ltd. It aims to enable the two parties to work together effectively.
LEVEL 1 – CRITICAL – 1 HOUR RESPONSE
Software is unresponsive, unusable or not available.
In the event of a critical error described above, Quick Consign is deemed to respond when it has received clients initial request. This may be in the form of an email or telephone call, to acknowledge receipt of clients request, provide a solution, or request further information. The response time of 1 hour is guaranteed, resolution time will depend on the issue and affected software. Some critical issues may be contributed to third party software such as data centers or hosting providers. In such cases where issues originate from third party providers the said vendor will be notified instantly when issues are raised.
LEVEL 2 – TECHNICAL ISSUES – 2 HOUR RESPONSE
Portions of the software (modules) are unresponsive or unusable.
In the event of technical issues described above. Quick Consign will responed to initial notification from client within 2 hours. Resolution time will depend on the issue and affected software. Some critical issues may be contributed to third party software such as data centers or hosting providers. In such cases where issues originate from third party providers the said vendor will be notified instantly when issues are raised.
LEVEL 3 – MINOR TECHNICAL ISSUES – 24 HOUR RESPONSE
Software (modules) are responsive, available and usable, however minor technical problem may occur
The response time for minor technical issues is 24 hours. Resolution time will depend on the issue and affected software.
EXCLUSIONS
Quick Consign Ltd will always endeavor to do everything possible to rectify issues in a timely manner.
However, there are a few exclusions. This SLA does not apply to:
Software, equipment or services not purchased via and managed by the supplier.
The problem has been caused by using equipment, software or service(s) in a way that is not recommended.
The client has made unauthorised changes to the configuration or set up of affected equipment, software or services.
The client has prevented the supplier from performing required maintenance and update tasks.
The issue has been caused by unsupported equipment, software or other services.
This SLA does not apply in circumstances that could be reasonably said to be beyond the supplier’s control. For instance: floods, war, acts of god.
BUSINESS HOURS
Business Day 08:30 to 17:00
Local time for the contracting Quick Consign entity, not including Saturday, Sunday or a public holidays.
QUICK CONSIGN PLEDGE
Quick Consign Ltd pledge to be helpful and accommodating at all times, and will do its absolute best to assist clients wherever possible.
CONTACT
If Quick Consign clients have any questions regarding this SLA, please email us here [email protected]