Service Level Agreement (SLA)
HRZ® CLOUD APPS
The table below describes the services included in the standard support agreement.
Support Hours of Operation
|Monday – Friday 8:00 am – 5:00 pm (ET)
Monday – Friday 8:00 am – 5:00 pm (CT)
Monday – Friday 8:00 am – 5:00 pm (MT)
Monday – Friday 8:00 am – 5:00 pm (PT)
Excluding HRIZONS holidays, as published: http://hrizons.com/support-hours
|Customer Contacts Authorized to Contact
|Up to three (3) named contacts: to
be listed as System Administrators within HRZ®
|Case Management Support System via Web Portal||Access provided to System Administrators responsible for submitting and managing tickets|
|Knowledgebase and Training Documentation||Included|
HRIZONS will respond to Support cases submitted as follows:
|P1||Very High: The production system is not accessible or a critical business process for mission critical application cannot be completed for multiple users and no workaround is available. It may include issues that materially affect data integrity or breach of security. Most likely a software issue that goes well beyond configuration.||Initial Response: acknowledgment within one (1) hour of the case being submitted during regular support hours
Resolution Target: Initial response within four (4) hours during support hours. Response to include (i) resolution; (ii) workaround; or (iii) action plan
Ongoing Communication: Daily updates during regular support hours until the case is resolved.
|P2||High: The production system is operational but experiencing a major functional loss that impedes transactions from being completed. Likely a software issue that goes beyond configuration.
|Initial Response: Acknowledgment within two (2) hours of the case being submitted during regular support hours.
Resolution Target: Initial response within one (1) business day during support hours. Response to include (i) resolution; (ii) workaround; or (iii) action plan
Ongoing Communication: As needed until resolved
|P3||Moderate: The production system is experiencing a minor functional loss that does not significantly impede transactions from being completed. Likely a configuration related issue that can have a moderate to high business impact.Note: this is the most common priority level.||Initial Response: Acknowledgment within four (4) business hours of the case being submitted during regular support hours.
Resolution Target: Initial response within two (2) business days during support hours. Response to include (i) resolution or (ii) action plan
Ongoing Communication: Once a week until resolved.
|P4||Low: Basic inquiries about product usage and application capabilities. Very likely a configuration related issue that can have a moderate business impact at most.||Initial Response: Acknowledgement within one (1) business day of the case being submitted during regular support hours.
Resolution Target: Initial response within one (1) week during support hours. Response to include (i) resolution or (ii) action plan
Ongoing Communication: Once every two (2) weeks until resolved.
Customer shall cooperate with HRIZONS and provide relevant information to enable HRIZONS to reproduce, troubleshoot and resolve the experienced error such as, by way of an example, instance name, username, form name and applicable screenshots or videos.
Support cases shall be filed and documented through the applicable Customer portal to allow for proper tracking and compliance with the above-mentioned response level commitments.
Service Up time Commitment
For the purpose of measuring the quality of service that HRIZONS is delivering to Customer, HRIZONS provides the following commitment:
HRIZONS will provide Customer access to the software-as-a-service (“SaaS”) production application on a twenty-four hour, seven days a week (24×7) basis at a rate of 99.5% (“SaaS Up time Metric”).
The SaaS Up time Metric commences on the Go Live Date. “The Go Live Date” is the date at which HRIZONS has concluded end-user testing, HRIZONS has prepared production environment, Customer has become familiar with software, and at which point the Customer end-users access the production environment with production data.
The SaaS Up time Metric shall be measured using HRIZONS cloud infrastructure tools as part of what is currently the Azure platform. Our monitoring also extends to other geographic regions to gauge general accessibility or network disruptions as a basis for where problems may be occurring and to validate claims.
On a quarterly basis, the SaaS Up time Metric will be measured using the measurable hours in the quarter (total time minus planned downtime, including maintenance, upgrades, etc.) as the denominator. The numerator is the denominator value minus the time of any outages in the quarter (duration of all outages combined) to give the percentage of available up time (2,173 actual hours available / 2,184 possible available hours = 99.5 availability). An “outage” is defined as two consecutive monitor failures within a five-minute period, lasting until the condition has cleared.
Boundaries and Exclusions
The SaaS Up time Metric shall not apply to performance issues caused by the following:
- Overall Internet congestion, slowdown, or unavailability
- Unavailability of generic Internet Services (e.g. DNS servers) due to virus or hacker attacks
- Force majeure events as described in the GTC
- Actions or inactions of Customer (unless undertaken at the express direction of HRIZONS) or third parties beyond the control of HRIZONS
- A result of Customer equipment or third-party computer hardware, software, or network infrastructure not within the sole control of HRIZONS
- Scheduled SaaS infrastructure maintenance
In addition to scheduled SaaS infrastructure maintenance, as defined in the SaaS data sheet and the terms, upgrades and patches that occur approximately four (4) times per year may require downtime in addition to the scheduled maintenance. The downtime will be scheduled in advance and coordinated with Customer.
HRIZONS’ exceeding, meeting, or failing to meet the SaaS Up time Metric as measured over any quarter may be reflected in adjustments to the duration of the initial contract year for SaaS pursuant to the following schedule (“SaaS Credits”):
|Quarterly SaaS Metric||Rating||SaaS Credit|
|Between 99.5% – 100%||Meets||None|
|Between 99.0% – – 99.49%||Satisfactory||One (1) week extension of
Subscription Term at no cost to Customer
|Below 99.0%||Poor||Two (2) week extension of
Subscription Term at no cost to Customer
The SaaS Credits shall be cumulative and extend the initial term of the SaaS agreement as set out in the Order Form at no cost to Customer. Therefore, any renewal of SaaS agreement shall be effective after SaaS Credits have been fully utilized. The annual SaaS Credits are capped at four (4) weeks per annum.
SaaS Credit Request
To receive a SaaS Credit, Customer’s account must be in good standing, and Customer must open a technical support case. The credit request must include, in the body of the case, the dates and times of each incident of unavailability, and the functions that were performed or were unable to perform during each incident. HRIZONS may request additional information to verify unavailability or identify the cause of these incidents, and Customer agrees to cooperate with HRIZONS requests. HRIZONS good faith determination may be that an HRZ® CLOUD APP was unavailable due to a factor outside of HRIZONS reasonable control or due to user error. HRIZONS will issue the SaaS Credit or provide Customer with a notice stating the reason for denial of the SaaS Credit within 30 days after HRIZONS receives all requested information. The SaaS Credit is the only remedy HRIZONS provides in connection with service interruptions and is Customer’s sole and exclusive remedy for any service interruption.
Disaster Recovery Process
In the unlikely event of a disaster, a cloud deployment might cease to function due to a systemic outage of the dependent services or the underlying infrastructure. Under such conditions, a business continuity plan triggers a disaster recovery (DR) process. This process may involve both operations personnel and automated procedures in order to reactivate the application at a functioning datacenter. If a point‐in‐time recovery of Customer Content is required, HRIZONS will restore to the closest twenty-four (24) hour period and will expect to have the restored instance available within forty-eight (48) hours.
Planned Service Outages
Any planned service outages will be communicated with the Customer with sufficient time to allow the information to be delivered to all affected Users. Planned outages will occur outside of normal business hours, and notifications will be displayed on the application if a User is trying to access information during this time.