Service Level Agreement (SLA)
Introduction
This document has been produced by Evionica Sp. z o.o. (also referred to us we/us/our), the owner of https://evionica.com.
Service Level Agreement (SLA) is about our Services e.g. Flight Training Management Software (ATOM/BestPilot), Learning Management System (LMS) are provided online in SaaS model in default availability 24/7 and 365 days.
System Availability
Evionica shall provide the Service to Customer with a System Availability of at least 99,99% during each calendar month. Evionica may take the Service offline for scheduled maintenances that it provides Customer the schedule for in writing (though this scheduled maintenance time will not count as System Availability) and change its schedule of maintenances on one (1) month written notice to Customer.
Service Levels
Definition of response types.
Response 1 is to analyse the request and determine a workaround route.
Response 2 time to fix the reported and identified defect.
Definition of SLA levels
SLA1 level has a direct impact on the business. Service is unavailable. It is impossible to carry out business activities. It is impossible to perform the basic functions of the Service.
SLA2 level is about high impact on business activities, but it is possible to perform them using Service.
SLA3 Level has a low impact on business activities to perform. It is not possible to proceeding one or more activities through alternative activities or workaround the system defect.
Response timing to SLA levels
SLA1 with response 1 up to 2 hours and response 2 up to 8 hours
SLA2 with response 1 up to 8 hours and response 2 up to 16 hours
SLA3 with response 1 up to 5 days and response 2 up to 3 weeks
Contact for support
Customer shall contact Evionica for operational requests using: support.cbt@evionica.com (CBT products only) and/or support@evionica.com (other products) and for commercial & contractual requests using: office@evionica.com. Customer is responsible for defining and providing to Evionica email addresses required for processing arrangements based on General Terms & Conditions Software as a Service attached to quotation and contract.
Changes to this Policy
Evionica Sp. z o.o. reserves the right to change this SLA conditions at any time. All changes will be published on website along with the implementation date. Under exceptional circumstances, we might inform its users of the upcoming changes by email.
Contact
Please contact us, if you have questions about how we process SLA. We will respond to your inquiry within 30 days.
EVIONICA
https://evionica.com
Place of business and address:
Al. Stanów Zjednoczonych 51/620,
04-028 Warsaw, Poland
e-mail: office@evionica.com