Service Level Agreement

For: Any customer who installed our App from the Salesforce AppExchange.
By: EvoluteMessage

Effective Date: Starts from the moment you agreed to install our app in your Org from the Salesforce AppExchange.

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1. Agreement Overview

This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between EvoluteMessage and Any Customer who installed our App From Salesforce AppExchange for the provisioning of services required to support and sustain EvoluteMessage App.

This Agreement remains valid from the moment you have our App Installed in your Org until the moment you uninstall our App from your org.

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2. Goals and 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.

 

3. 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): EvoluteMessage.

IT Customer(s): Any customer who installed our app from the Salesforce AppExchange.

 

4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

The Business Relationship Manager ("Document Owner") is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions.

Business Relationship Manager: EvoluteMessage
Review Period: Yearly (12 months)
Date Next Review: January 01, 2024

 

5. Service Agreement

 

5.1 Service Scope

The following Services are covered by this Agreement;

• Monitored email support

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5.2 Customer Requirements

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

• Reasonable availability of customer representative(s) when resolving a service related incident or request.

 

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.

• Appropriate notification to Customer for all scheduled maintenance.

 

5.4 Service Assumptions

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

• We do not provide Salesforce Support.

• Any Salesforce downtime and required support will not count into our SLA.

• All Salesforce configuration is responsible by the Customer.

 

6. Service Management

 

6.1 Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

• There is no Support Phone Call Service available.

• Email Support: Monitored 5:00 P.M. EST to 10:00 P.M. EST Monday - Friday

• Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.

• There are three ways to contact us:

  • By Email: support@evolutemessage.com

  • By Chat: If go to EvoluteMessage.com you will have a Wix chat where you can contact us

  • By Filling the Contact Me Form: https://www.evolutemessage.com/contact-us

 

6.2 Customer Requirements

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:

• 0-12 hours (during business hours) for issues classified as High priority.

• Within 48 hours for issues classified as Medium priority.

• Within 10 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.