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    Service Level Agreement - Alita Platform

    The Alita Platform Service Level Agreement (SLA) outlines the standards and commitments for system availability, issue resolution, reporting, tracking, escalation, product maintenance, client responsibilities, and customer support.

    Service Level Classes & Their Response Times

    Alita Systems is committed to providing prompt support to our clients. Our issue response times are categorized based on the severity of the issue reported:

    URGENT (Severity 1):

    Catastrophic platform failure, system is unavailable and no work around is available. The issue has been confirmed to be an Alita Platform failure.

    RESPONSE TIME: 20mins or less, ongoing updates as requested by customer or every 1 hour until resolved, or work around provided.

    HIGH (Severity 2):

    Significantly impacted platform capabilities, system is unavailable and it is undetermined if the issues reside with Alita Platform or customer. Or the issue is with Alita Platform and the user experiences is impossible to operate. Degraded experience that makes the system unusable.

    RESPONSE TIME: 60mins or less, ongoing updates as requested by customer or every 4 hour until resolved, or work around provided.

    MEDIUM (Severity 3):

    More than an annoyance but not high classification. Many times there is a work around, but it is not an acceptable long term answer.

    RESPONSE TIME: 1 business day or less, ongoing updates as requested by customer or every 1 hour until resolved, or work around provided.

    LOW (Severity 4):

    Idiosyncrasies or modifications that would improve the user experience. Systems issues that have a work around. Many of these will be resolved with product backlog items.

    RESPONSE TIME: 3 business days or less, ongoing updates as requested by customer or every 1 hour until resolved, or work around provided.

    System Availability

    Alita Systems commits to maintaining a system availability of 99.5% uptime, calculated monthly. This ensures our clients have reliable access to our services with minimal interruption. Our infrastructure is designed to support this level of service availability, incorporating redundancy and failover mechanisms to mitigate potential downtime. In the rare event of service disruption, we will strive to restore full functionality as swiftly as possible, keeping our clients informed throughout the process.

    Reporting & Escalation

    Alita Systems is committed to providing exceptional support and timely issue resolution. Clients are encouraged to report any system issues or disruptions through our dedicated support portal or via email to support@alitasystems.com. Upon issue reporting, clients will receive an acknowledgment within 2 hours.

    Escalation Process:

    Initial Report: Customer submits a ticket through the support portal.

    Acknowledgment: Within 2 hours of report submission.

    Primary Evaluation: Issue severity assessed and classified within 4 hours.

    Escalation: If unresolved within agreed timeframe, issue escalates to senior support team.

    Updates: Regular status updates every 24 hours until resolution.

    This process ensures transparency and efficiency in addressing and resolving system issues, maintaining the highest level of service availability and customer satisfaction.

    Maintenance and Updates

    Alita Systems is dedicated to ensuring the highest level of system performance and security. Regular maintenance and updates are scheduled during off-peak hours to minimize disruption. Clients will be notified of scheduled maintenance at least 72 hours in advance via email and/or system banner notifications. Emergency maintenance may be required to address critical issues; clients will be notified as soon as possible in such cases. Our commitment to continuous improvement means we periodically enhance features and security, ensuring our clients benefit from the latest advancements in technology.

    Client Responsibilities

    Clients play a crucial role in the successful implementation and operation of Alita Systems' services. Responsibilities include:

    Providing Initial Support: Addressing basic user queries and issues before escalating to Alita Systems.

    System Access: Granting necessary access for troubleshooting and maintenance activities.

    Contact Information: Keeping contact details for key personnel up to date.

    Compliance: Adhering to policies and procedures for secure and effective use of the system.

    Feedback: Offering constructive feedback to help improve services and support.

    These responsibilities ensure a collaborative approach to maintaining system efficiency and security.
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