Hosted App Support SLA

1. Introduction

The purpose of publishing this Service Level Agreement (SLA) is to define the service scope and response standards for Hosted Application Support. An e-signable SLA can be provided on request as part of service signup.

2. Scope of Agreement

The following Hosting and Application Support services are provided either automatically or in response to requests for Moodle/IOMAD application assistance, based on an agreed average use of support hours per month.

3. Services automatically provided under this SLA

Server patching	Server operating systems (OS) will be kept up to date with security and other patches where appropriate.
Server backups	Servers will be backed up daily for Disaster Recovery purposes, and these backups held at an off-site location for 30 days.
Server monitoring	Servers will be monitored 24/7 using appropriate software to provide notification of any issues as they arise.
Application patching	Security patches and bug fixes will be automatically applied as and when they are made available.

4. Services provided on request under this SLA

The following services are provided in response to a notification of interruption to service by the Client to ELD:

Corrective maintenance

Defined as activities associated with root-cause analysis, and bug-fix isolation and resolution.

Root-cause analysis

Problems will be reviewed to determine their root causes, measures will be taken to correct the sources of the problems, and reports will be prepared and distributed in a timely fashion.

Bug fixes

Defined as the emergency repair of any system operation that does not comply with the current signed and approved system specification. This includes system errors, “hung” or halted service, or unexpected results within the system that render it unusable for the purpose for which it was designed.

PLEASE NOTE: This does not include errors for systems for which ELD does not have responsibility.

The following service can be provided in response to a direct request from the Client:

Version upgrades

When there is a new major and stable branch release of the Moodle/IOMAD software, ELD will coordinate (if appropriate) a version upgrade with the Client. All patches and security fixes will be applied within the branch the Client is running.

PLEASE NOTE: If the Client has deviated from core code with customisations or through the use of plugins that may be affected by a version upgrade, then their upgrade may incur additional charges and be considered a project outwith the scope of this agreement.

Root-cause analysis

Problems will be reviewed to determine their root causes, measures will be taken to correct the sources of the problems, and reports will be prepared and distributed in a timely fashion.

Bug fixes

PLEASE NOTE: This does not include errors for systems for which ELD does not have responsibility.

5. Support provided on request under this SLA

The following application-related support services are provided under this agreement:

Assistance with tool use

Application configuration changes

6. Services not provided on request under this SLA

This agreement does not cover the following requests:

Evaluation of new software or hardware for use with the Client systems
This includes systems developed outside of the Client, such as third-party systems, or systems developed by the Client.

Procurement of new software or hardware
All software and hardware that is not directly provided by ELD is the responsibility of the Client.

On-call support management
ELD support staff are not required to be on-call. If the Client requires ELD support staff to be on-call for any purpose, then the Client shall be charged for this service at on-call rates.

Assistance with application usage with unsupported or non-standard hardware or software
As the use of unsupported or non-standard hardware or software often results in unexpected behaviour of otherwise reliable systems, ELD will not provide assistance with application usage if unsupported or non-standard hardware or software is involved.

Additional services not covered by this support agreement:

New or added interfaces to other systems (such as integrations with other systems)
Intranet/Internet “front ends” to existing systems
Modifications to existing code
Report generation, if reporting tools exist for applications
Training requests and development tasks

7. Definitions

Service/Support Request

For the purposes of this agreement, a Service/Support Request is generally defined as a request for assistance in response to service impact or interruption or a request for assistance that involves no modifications to application code, such as a question.

Level of Service/Support

Under this agreement, a Client has determined that a normal level of service/support is appropriate (i.e., within ELD’s normal business working hours): 9:30 AM-5:30 PM UTC/UTC+1 Monday–Friday. Normal level support is provided via email/ticket. This level of support performs code corrections if required to resolve a problem (unless there is already a bug fix available in a newer release or patch available).

Levels of Response

L1	High	Loss of service, security breach, or loss of data. Respond within 1 hour and aim for resolution within 4 hours total.
L2	Medium	Impacting user experience/support staff, preventing them from doing their normal tasks. Respond within 2 hours and aim for resolution within 6 hours total.
L3	Low	Other requests, such as help with how to use the tools or change the system configuration. Respond within 4 hours and aim for resolution within 8 hours total.

8. Service and Support Request Contacts

Helpdesk	https://helpdesk.e-learndesign.co.uk
Email	helpdesk@e-learndesign.co.uk
Phone	0845 474 4512

PLEASE NOTE: International clients lodging support requests should note that requests logged outwith normal ELD working hours will not be processed until the next working day.

9. General Terms and Conditions

In order to make this agreement operational, all necessary approvals between ELD and the Client must be in place.

All ELD Terms & Conditions apply.