Our Service Level Agreement

Introduction

It should be noted that we consider that the SLA should apply as much for software maintenance, service availability maintenance as for support to the Customer. Some developments is entrusted by our partners – with back 2 back agreements - they have their own maintenance and support service allowing the system to function properly for the global Project.

Our Customer Support therefore remains the sole contact with the customer for all incidents related to iTraceiT, service availability or configuration support.

Our Customer Support undertakes to respect the quality of service required by the Customer. At least two criteria are required in the contract:

SOFTWARE

At the iTraceiT software level, our Customer Support must be able to begin solving a problem within the next working day.

SERVICE AVAILABILITY

For any service availability issues, our Customer Support must take charge and initiate the resolution of the problem within four working hours.

Service Level Agreements are an integral part of the quality assurance plan provided by our Customer Support. Above all, it is important to define the quality factors expected by the Customer. Throughout our collaboration, these will enable us to continuously improve the quality of the service and ensure the Customer's satisfaction.

Different quality indicators (Services Quality Indicators = SQIs) have been defined for the different types of services provided by our Customer Support. They are the basis of quality control.

SQIs are divided into three categories, covering all the services requested in the Customer's call for tenders. They are:

Hardware maintenance SQIs
SQIs for software maintenance
Support SQIs

The following parameters define a SQI:

Attribut SQI	Description de l’Attribut SQI
SQI Id	Represents the SQI
SQI Name	Name of SQI
SQI Description	Contains the description of the SQI
SQI Results	Describes the results of the formula
Calculation formula: (Metrics_ID)	Allows measurement of SQI
Calculation period	Specifies the frequency at which the SQI is calculated - this can be weekly, monthly, bi-monthly, quarterly or annually
Unit	SQI measurement unit
Target	The minimum value of the SQI to be achieved in order to have the expected quality performance
Limit	The maximum value of the SQI to be achieved in order to have the expected quality of service

SQIs related to software maintenance

Our Customer Support considers that the quality of maintenance is defined by its ability to solve problems quickly and with an effective level of resolution.

Three indicators can then be defined.

SQI ID	SQI Name	SQI Description
SM_SQI_001	Incident intervention and correction time	Measures the average time that resolutions were made after notification of an incident. This response time varies depending on the severity of the problem. Four different gravity-dependent response times are to be measured: high,medium,low
SM_SQI_002	Failure Rate (FR)	Measures the frequency of software problems following an upgrade (initial installation or software revision).
SM_SQI_003	Mean Age of Closed Problems (ACP)	Measures the average time to solve the problems that were closed in the month on the total number of problems closed in the month.

SM_SQI_001 : Incident intervention and correction time

SQI Attribute	SQI Description
SQI Id	SM_SQI_001
SQI Name	Incident handling time and resolution time.
SQI Results	It demonstrates the effectiveness of support to solve problems.
Calculation formula	Average time between the opening (reporting of the incident) and the take-up of an intervention, and the average time between this start-up and the resolution.
Calculation period	Monthly
Unit	Hours, days
Target	Depends on the severity of the problem. See below.
Limit	Depends on the severity of the problem. See below.

Our Customer Support's ticket management system makes it possible to accurately measure this indicator. As soon as an incident has been reported, a ticket is created in HubSpot and MatterMost. As soon as a support team becomes aware of the problem, he sends an email to the issuer with if possible a time resolution estimation, which is recorded in the system. All its different actions are encoded, until the closing of the incident, by him or by the Client himself (to be decided by mutual agreement). The fence is recorded, and a timestamp is also recorded.

Of course, the grip or resolution time depends on the severity of the incident. We propose the following scheme:

Severity of incident	Getting started to solve
High	30 minutes or less in 24/24 7/7
Medium	2-4 open hours
Low	5-10 open hours

SM_SQI_002 : Failure Rate (FR)

SQI Attribute	SQI Description
SQI Id	SM_SQI_002
SQI Name	Failure Rate (FR) – frequency of incidents
SQI Results	Measures the quality of the application
Calculation formula	(Number of Incidents / Run Time)
Calculation period	From the last update (if no update has yet been made, it starts from the date of installation)
Unit	Numeric
Target	0
Limit	0

SM_SQI_003 : Mean Age of Closed Problems (ACP)

SQI Attribute	SQI Description
SQI Id	SM_SQI_003
SQI Name	Mean Age of Closed Problems (ACP)
SQI Results	Measures the average age of problems resolved at the end of the month.
Calculation formula	Total time to solve the problems that were closed during the month on the total number of problems closed during the month.
Calculation period	Monthly
Unit	Hours, days
Target	Depends on the criticality of reported problems
Limit	Depends on the criticality of reported problems

SQIs related to Service Availability maintenance

In the same way as for software maintenance, our Customer Support considers that the quality of the service availability is defined by its ability to solve the problems quickly and with an effective level of resolution.

The following three indicators can be defined:

SQI ID	SQI Name	SQI Description
HM_SQI_001	Incident intervention and correction time	Measures the average time that resolutions were made after notification of an incident. This response time varies depending on the severity of the problem. Three different response times depending on the severity are to be measured: low, medium, high.
HM_SQI_002	Failure Rate (FR)	Measures the frequency of service problems following an upgrade (initial installation last substantial modification of hardware (adding device etc.)).
HM_SQI_003	Mean Age of Closed Problems (ACP)	Measures the average time to solve the problems that were closed in the month on the total number of problems closed in the month.

HM_SQI_001 : Incident intervention and correction time

SQI Attribute	SQI Description
SQI Id	HM_SQI_001
SQI Name	Incident handling time and resolution time.
SQI Results	It demonstrates the effectiveness of support to solve problems.
Calculation formula	Average time between the opening (reporting of the incident) and the take-up of an intervention, and the average time between this start-up and the resolution.
Calculation period	Monthly
Unit	Hours, days
Target	Depends on the severity of the problem. See below.
Limit	Depends on the severity of the problem. See below.

Our Customer Support's ticket management system makes it possible to accurately measure this indicator. As soon as an incident has been reported, by email, telephone (from the team) or via chat directly on iTraceiT portal, a ticket is created in HubSpot and MatterMost. As soon as a support team becomes aware of the problem, he sends an email to the issuer with if possible a time resolution estimation, which is recorded in the system. All its different actions are encoded, until the closing of the incident, by him or by the Client himself (to be decided by mutual agreement). The fence is recorded, and a timestamp is also recorded.

Of course, the grip or resolution time depends on the severity of the incident. We propose the following scheme:

Severity of incident	Getting started to solve	Expected resolution time
High	2 hours	4 days recovery
Medium	8 hours	8 open days recovery
Low	8 open hours	16 open days recovery

HM_SQI_002 : Failure Rate (FR)

SQI Attribute	SQI Description
SQI Id	HM_SQI_002
QI Name	Failure Rate (FR) – frequency of incidents
SQI Results	Measures the quality of the application
Calculation formula	((Number of Incidents / Run Time)
Calculation period	From the last substantive intervention on the equipment (if no intervention has yet been carried out, it starts from the date of installation)
Unit	Numeric
Target	0
Limit	0

HM_SQI_003 : Mean Age of Closed Problems (ACP)

SQI Attribute	SQI Description
SQI Id	HM_SQI_003
SQI Name	Mean Age of Closed Problems (ACP)
SQI Results	Measures the average age of problems resolved at the end of the month.
Calculation formula	Total time to solve the problems that were closed during the month on the total number of problems closed during the month.
Calculation period	Monthly
Unit	Hours, days
Target	Depends on the criticality of reported problems
Limit	Depends on the criticality of reported problems

SQIs related to customer support

Our Customer Support considers that to satisfy the Customer's needs, the support must be as fast as possible and aim to achieve the highest possible satisfaction of the Customer's staff.

No warranty can be given on the resolution time because it depends on the complexity of the configuration assistance. Therefore, what matters is the time taken by our Customer Support to handle the incidents.

Despite this, as customer satisfaction is one of the objectives of our Customer Support, a fine follow-up of the resolution time will still be carried out during the monthly meetings.

Three quality indicators are defined.

SQI ID	SQI Name	SQI Description
SU_SQI_001	Incident handling delay (registration, assessment/prioritization)	The turnaround time for the intervention is the time that elapsed between the time the incident was reported by the Customer and the time the Client receives a Ticket ID as the unique reference of the 'incident. All actions that are performed during an operation will be logged under this identifier. The Helpdesk of our Customer Support must have analyzed the incident in order to be able to categorize it and determine the level of severity (blocking or non-blocking, severity low / medium / high).
SU_SQI_002	Helpdesk User satisfaction	This indicator measures the satisfaction of users who call the helpdesk number of our Customer Support for a specified period of time.
SU_SQI_003	Web-Ticketing User satisfaction	This indicator measures the satisfaction of the users of the ticketing portal of our Customer Support for a given period.

SU_SQI_001 : Incident handling delay

SQI Attribute	SQI Description
SQI Id	SU_SQI_001
SQI Name	Incident handling delay
SQI Results	This SQI will reflect the percentage of incidents (by importance) managed according to the pre-defined deadlines (depending on their importance).
Calculation formula	(Number of incident managed on time / total number of incidents) * 100
Calculation period	Monthly
Unit	%
Target	100% (all incidents were managed within the pre-defined timeframe Deadlines pre-defined according to the level of severity: · Urgent / Severe (= high) requests: 30 minutes · Requests Medium / Normal: 2 hours · Requests Low / Normal: 4 hours
Limit	98 %

SU_SQI_002 : User satisfaction

SQI Attribute	SQI Description
SQI Id	SU_SQI_002
SQI Name	Satisfaction of our Customer Support's telephone service users
SQI Results	Demonstrates user satisfaction
Calculation formula	((Number of recorded calls - number of complaints) / number of calls recorded) * 100
Calculation period	Monthly
Unit	%
Target	100 % (total satisfaction)
Limit	98 %

SU_SQI_003 : Web user satisfaction

SQI Attribute	SQI Description
SQI Id	SU_SQI_003
SQI Name	Satisfaction of the users of the web service of our Customer Support
SQI Results	Demonstrates user satisfaction
Calculation formula	((Number of recorded calls - number of complaints) / number of calls recorded) * 100
Calculation period	Monthly
Unit	%
Target	100 % (total satisfaction)
Limit	98 %

Service Operations

The following applies to iTraceiT software and hardware maintenance as well as customer support. These three categories of interventions will be managed directly by our Customer Support, which will act as an intermediary to the underlying services.

The Client may declare an incident either

Via chat
Via email

Each ticket opening will be confirmed by e-mail. The Customer must give us one or more e-mail addresses to which these confirmations are addressed. Each ticket update is also be notified by e-mail or phone call, according to the situation. All the evolutions of the incidents (up to their resolution) can be followed in real time on iTraceiT or via email.

Our Customer Support applies the ITIL principles for its support service. This implies that each person who can interact with our Customer Support in the framework of this contract must be duly identified in HubSpot. Each user of iTraceiT will receive a login and a password to access the system. Any information communicated to our Customer Support regarding its support will be linked to these identifiers, which allows a total traceability of all the interventions.

If necessary, our Customer Support proposes to meet the Client for a follow-up/video conference meeting on the issue. At each meeting a Minutes will be carried out by our Customer Support. Each Minute shall identify a series of actions or remarks requested by the Client to take the necessary decisions in the event of blocking problems.