Service Level SLA (SLA)

This Service Level SLA ("SLA") is between Kynection, a SaaS (Software as a Service) company ("Provider"), and its customer ("Customer") for the provision of SaaS services. This SLA is subject to the terms and conditions of the SLA entered into by the parties, which includes the following description.

 

1. Support Availability

The Provider offers two tiers of support: Standard and Enhanced. The Enhanced Support Plan is designed to offer increased value and enhanced support services, available to the first 90 clients who subscribe, with a locked-in pricing for 12 months. The table below outlines the support availability for each tier:

 

All times shown are for AEST /  AEDT during Daylight Saving Time (first Sunday in October – first Sunday in April).

The Provider reserves the right to adjust the availability windows for support services due to scheduled maintenance, emergencies, or other events beyond the Provider's control. The Provider will make reasonable efforts to provide advance notice to the Customer of any planned adjustments to the availability windows for support services.

 

Enhanced Support Plan Benefits:

 

The Enhanced Support Plan offers the following additional benefits for customers beyond reducing response and resolution timeframes:

 

1. Access to Phone and Email Support: Customers can directly contact the support team via phone and email during extended support hours, ensuring faster communication and support, via privately provided email address.
2. Improved Response Times: Enhanced Support provides faster response times, keeping within Australian support hours, to address customer issues more efficiently.
3. Enhanced Communication: High priority is given to the completion of support matters and ensuring clear and regular communication with the customer.
4. Access to Training and Information Sessions: Enhanced customers can access training sessions and gain knowledge on new products and general improvements.
5. Integration Support: Only Enhanced Support will receive SLA coverage for integration.
6. Early Access and Voting Rights: Enhanced Support will gain access to early releases notes and have voting rights for User Forums and Roadmap features.
7. Direct Access to CSM Concierge: Enhanced Support will have direct access to a Customer Success Manager (CSM) for personalised support and assistance.
8. Extended Support Hours: Enhanced Support hours are extended from 8:30am to 5:30pm, providing more availability for customer support.
9. Monthly CSM Configuration Hour: Enhanced Support can take advantage of a monthly configuration hour with a CSM to optimise their products and services.
10. AI-Enhanced Chatbot (Zendesk): Enhanced Support will have access to an AI-enhanced chatbot for quick and efficient support assistance.

 

IMPORTANT: 

• The Enhanced Support Plan is exclusively available to the first 90 clients who subscribe.
• The Enhanced Support Plan is normally $350pm and will be discounted until June 30 2023 to $250pm held for the discounted rate for 12 months
• Any customer signing up to the Enhanced support plan before June 30, 2023 or as part of a new deployment after June 30 will be entitled to the discount for 1 year, providing early Enhanced clients access to significant value and cost savings.

 

Note: Where a ticket is raised that is not the fault of Kynection, these will be chargeable items and is detailed in Item 6. Miscellaneous where all items that relate to chargeable support are provided.

 

The Provider reserves the right to adjust the availability windows for support services due to scheduled maintenance, emergencies, or other events beyond the Provider's control. The Provider will make reasonable efforts to provide advance notice to the Customer of any planned adjustments to the availability windows for support services.

2. Ticket Classification

 

Tickets are classified into four priority levels: Urgent, High, Normal, and Low. The following table outlines the definitions of each priority level:

 

 

Included:

• System failures at the fault of Kynection on any service that is provided by Kynection and paid for by the Customer
• Integration Outages that can be demonstrated to be caused by Kynection or its systems

 

3. Initial Response Time

 

The following table outlines the Provider's response times for each priority level:

 

 

Note: Tracking of time is based on business hours only (see Section 1 - Support Availability)

Escalation process and reporting will be provided to Enhanced Support clients only.

 

The Provider has an escalation process in place to ensure timely resolution of issues. If a ticket cannot be resolved within the initial response time, it will be escalated to the next level of support. The following table outlines the escalation timeframes:

 

4. Resolution Approach

 

The Provider will use commercially reasonable efforts to resolve all issues within the agreed-upon response times. The Provider may use any reasonable means to resolve issues, including but not limited to software updates, patches, and workarounds. The Provider will keep the Customer informed of progress in resolving issues, and will provide updates at regular intervals.

 

If the Provider is unable to resolve an issue within a reasonable time frame, the Provider and the Customer will work together in good faith to find a resolution that is acceptable to both parties.

 

 

For Avoidance of Doubt

Kynection wants every customer to receive great support. To allow our teams to better serve our community we have designed a two tier service level approach for our support to ensure that our team focuses their attention towards activities that align with the wider client expectations.

 

To allow every client to understand the value we provide for both standard and Enhanced support we have provided some examples of support tickets and their targeted resolution under this new agreement.

Example 1: High Priority Issue across Multiple Users

A customer experiences an issue where multiple users are unable to access an urgent feature of the service, significantly impacting their daily operations.

 

Under Standard Support:

• The issue would be classified as "High" priority.
• The initial response time would be within 4 hours of ticket submission.
• If not resolved, the issue would be escalated to the Support Manager or Customer Success Manager within 8 hours of the initial response time.
• The targeted resolution timeframe would be within 16 hours of the first escalation period.

 

Under Enhanced Support:

• The issue would be classified as "High" priority.
• The initial response time would be within 2 hours of ticket submission, including a phone call.
• If not resolved, the issue would be escalated to the Support Manager or Customer Success Manager within 4 hours of the initial response time.
• The targeted resolution timeframe would be within 8 hours of the first escalation period.

Example 2: Low Priority Issue for a Single User

A customer reports a minor issue affecting a single user's experience with the service, but not significantly impacting their work.

 

Under Standard Support:

• The issue would be classified as "Low" priority.
• The initial response time would be within 24 hours of ticket submission.
• If not resolved, the issue would be escalated to the Support Agent within 10 days of the initial response time.
• The targeted resolution timeframe would be within 20 days of the first escalation period.

 

Under Enhanced Support:

• The issue would be classified as "Low" priority.
• The initial response time would be within 8 hours of ticket submission.
• If not resolved, the issue would be escalated to the Support Agent within 5 days of the initial response time.
• The targeted resolution timeframe would be within 10 days of the first escalation period.

Example 3: Urgent Priority Issue for Multiple Users

A customer encounters a system-wide failure, affecting multiple users across multiple customers and resulting in a complete loss of service.

 

Under Standard Support:

• The issue would be classified as "Urgent" priority.
• The initial response time would be within 2 hours of ticket submission.
• If not resolved, the issue would be escalated to the Customer Success Manager or CTO within 4 hours of the initial response time.
• The targeted resolution timeframe would be within 8 hours of the first escalation period.

 

Under Enhanced Support:

• The issue would be classified as "Urgent" priority.
• The initial response time would be within 2 hours of ticket submission, including a phone call.
• If not resolved, the issue would be escalated to the Customer Success Manager or CTO within 2 hours of the initial response time.
• Thetargeted  resolution timeframe would be within 4 hours of the first escalation period.

 

5.  Agreement

 

This SLA agreement represents support and enhanced services offered by Kynection to our customers with respect to the provision of support services. Kynection has the right to modify this SLA in its discussion.  The latest SLA can be found on our website.

 

The Provider and the Customer agree to work together in good faith to resolve any issues related to the provision of support services under this SLA, because a high performing service creates great experiences for our customers and leads to word of mouth referrals.

6. Notification and treatment of Cyber Security Issues:

 

Notification and treatment of Cyber Security Issues: At Kynection, we take cyber security very seriously and strive to provide a secure and trustworthy platform for our clients. However, we understand that cyber security vulnerabilities and potential data breaches can still occur. We have established a procedure for reporting such incidents to our Support Team, so we can promptly investigate and address them. To report a cyber security vulnerability or potential data breach, please create a ticket on our Zendesk platform.

To create a ticket, please follow these steps:

1.  Log in to your Zendesk account on our website.
2. Click the "Submit a request" button on the top right corner of the page.
3. Fill in the required fields, including a detailed description of the incident, any relevant files or screenshots, and the affected user accounts or systems.
4. Click "Submit" to create the ticket.
5. Once the ticket is created, our Support Team will review it and assign it to the appropriate team member for investigation. We strive to respond to all tickets within one business day, but our response time may vary depending on the severity and complexity of the incident.
   
   

In the event of a confirmed data breach, we will follow our established incident response plan, which includes notifying affected clients, cooperating with law enforcement, and taking steps to mitigate the impact of the breach. We will also comply with any applicable data breach notification laws and regulations. If you have any questions or concerns about our cyber security incident reporting procedure, please contact our Support Team.