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This Service Level Agreement (“SLA”) for Woba`s services sets forth the support service levels for each Subscription and describes woba🔟
Effective: December 01, 2023
This Service Level Agreement (“SLA”) for Woba`s services, sets forth the support service levels for each applicable Subscription. This SLA may be updated from time to time.
1. Service Level Agreement
| Support Package |
Woba Self-starter |
Woba Unlimited |
Woba Enterprise |
|
|---|---|---|---|---|
| Email and Chat Support | ✔ | ✔ | ✔ | |
| Phone support and portal communication | ✔ | ✔ | ||
| Help Desk Support hours for all issues. |
8.00 – 16.00 Monday -Friday
|
8.00 – 16.00 Monday -Friday
|
8.00 – 15.00 Monday -Friday
|
|
| Issue Classification | ✔ | ✔ | ✔ | |
| Monthly Availability | 99.5% | 99.5% | 99.5% |
2. Definitions
- Excused Downtime means the total number of minutes in the applicable month that the Services are unavailable due to new deployment.
- Impact means the extent of deviation from the normal service level, in terms of the number of Users or business processes affected.
- Issue means your communication to us via (i) Chat; (ii) an email addressed to support@woba.io; or (iii) a telephone call to Woba.io Help Desk, of an unscheduled or unanticipated incident that adversely affects the delivery of the Services.
- Monthly Availability means the total number of minutes in the applicable month, minus the Excused Downtime, and the Scheduled Downtime.
- Response means our action in response to a notification from you to us of an Issue.
- Scheduled Downtime means the total number of minutes in any given month that the Services are unavailable due to our scheduled maintenance and repair.
- Support Request means a request made to us to initiate our assistance for a support-related activity or Issue.
- Subscription means the specific Service selected.
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Hubspot is Woba´s CRM/Ticket system
3. Help Desk Support
We will provide the maintenance and support services set forth below as part of the selected Subscription.
- Our support help desk is available between the hours of 8.00 to 16.00 Monday through Friday. Support is provided in Danish or English language.
- You may create a Support Ticket at your: Customer portal, Chat, call the main number +45 40 31 50 30, or email Our Help Desk at support@woba.io. You must create a Support Request for Severity 1, Severity 2, and Severity 3 issues for all Subscriptions.
- Issues communicated to any other Woba person or entity, or from an unregistered person will be considered Severity 4 issues.
- By submitting a Support Request you are authorizing the Woba technical support team to view or copy any data necessary for troubleshooting the reported issue. If you have any concerns about this authorization, please contact your Woba CSM.
- Communication directly with an account manager, technical contact, or management contact is not covered by Issue Response and Resolution Times
4.1. Issues Classification
We will assign a priority level (Severity 1, Severity 2, Severity 3, or Severity 4) to each Issue, according to the criteria described in the following:
Severity 1. "High"
Users cannot use most or all of a feature or service (i.e., most pages in the product are not loading or displaying an error message).
Severity 2. "Medium"
Costumers are prevented from executing one or more features for a substantial number of users, or Services are usable with limited capabilities and/or intermittent interruptions.
Severity 3. "Low"
The primary product is functional but there are functions there is impacted and unusable. Users are unable to utilize a common feature to its fullest ability. Data may not be displayed as expected but is not lost. The product may be loading slowly or partially (missing images).
Severity 4.
Some people have shared that they think there are ways the platform could work better. Maybe they have some ideas for how it could be improved. Not everyone feels this way, but it's something to consider.
Note On Issue Submission When submitting a ticket customers should use their best judgment to identify the severity of the issue. For example, for Severity 1 you need not confirm with each of your users – a healthy sanity check with a few different colleagues in different locations is sufficient. Upon engagement, Woba will evaluate the situation and may in its discretion reclassify an issue to the appropriate level.
4.2. Issue Response and Resolution Times
We commit to the following response and resolution times:
| Issue Severity | Response Time | Escalation Development |
|---|---|---|
| Severity 1 |
Fewer than 1 hours
|
+30 min
|
| Severity 2 |
Fewer than 1 hours
|
+30 min |
| Severity 3 |
Fewer than 1 hours
|
+24 hours
|
| Severity 4 |
Fewer than 48 hours
|
(resolution not guaranteed)
|
5. Recovery Point Objective
In the event of a significant service incident, the maximum Recovery Point Objective is 24 hours. Customer data is backed up daily at the same time.
6. Excused/Scheduled downtime and deployment
Please be advised that Woba deploys regularly every Tuesday afternoon. The deployment may encompass minor bug fixes or large module deployment. It is important to note that Severity 4 requests shall adhere to this schedule.
7. Woba`s 🔟-step resolving process
Step 1️⃣. "Support request"
- Customers report errors through any of the above-mentioned channels.
Step 2️⃣. "Severity Prioritization"
- Categorize errors according to their severity level, ranging from 1 to 4.
Step 3️⃣. "Ticket creation"
- Create a ticket in HubSpot with error description, detection time, user actions, system state, and error reproducibility details.
Step 4️⃣. "Handling"
- Assign a dedicated team resource to handle the error and transfer the case from Help desk to the developer.
Step 5️⃣. "Response"
- Clear and accurate communication about error status and resolution time is crucial to maintain user trust. A ticket has been created in Hubspot and arrangements have been made regarding communication and frequency with the customer.
Step 6️⃣. "Error Analysis"
- Perform a thorough analysis to understand the cause of the error, including whether it’s isolated or systemic. This may require reviewing code, testing the system, and more.
Step 7️⃣. "Resolving Errors"
- Corrections should be implemented to fix errors, which may require coding, updates, configuration changes, or even a temporary workaround to restore system functionality.
Step 8️⃣. "Testing the Solution"
- It is important to conduct thorough testing of the implemented code to ensure that it does not negatively affect other functions, while effectively resolving the error.
Step 9️⃣. "Confirmation"
It is necessary to receive confirmation from the customer that the error has been resolved. In case complete confirmation is not received, error rectification should continue until confirmation of correction is received from the customer and the error is fully resolved.
The ticket will be considered closed after receiving confirmation from the customer.
Step 🔟. Evaluation and documentation.
- After resolving the error, internally evaluate the process to improve future error handling. Document all steps, results, and lessons learned from the error-handling process..