This Unimarket Service Level Agreement ("SLA") is a policy governing the use of Unimarket under the terms of the Unimarket User Agreement between Unimarket ("us" or "we") and users of Unimarket ("you"). We reserve the right to change the terms of this SLA in accordance with the User Agreement.
Unimarket aims for continuous, uninterrupted access to the site. If for any reason we need to take the site down we make all possible attempts to provide the customer as much notice as possible, along with an estimated time of when the site will be brought back online. Typical unavailability is between 5 and 10 minutes. We aim for availability of 99.9% or better for the production site (excluding scheduled maintenance).
Any scheduled maintenance on the production site will occur outside of regular business hours (8am-5pm local time). Scheduled maintenance is not included within uptime/downtime ratio. In the unlikely event that Unimarket must be taken down for scheduled maintenance within regular business hours Unimarket will notify customers of the proposed date/time before the outage to confirm if this is suitable.
Unimarket Support Helpdesk normal hours are between 8.30am and 5pm Monday to Friday (local time) to answer questions and resolve issues. Unimarket Support can be contacted using the contact details outlined in 'How to Contact Us'. Unimarket provides support outside normal hours for Urgent issues.
Customers are required to provide first level support to end users via their internal support representative(s) (i.e. administrator or internal helpdesk) so queries and issues can be directed to the correct internal/external channels. For Unimarket product queries or issues, the customer representative(s) must submit a support ticket via the Support Helpdesk (unimarket.zendesk.com) or by emailing the issue to firstname.lastname@example.org. Registration on the support helpdesk recommended and included as part of the subscription fees. The Unimarket Support Helpdesk provides customers with the ability to track and comment on support tickets. All support tickets will be assigned a priority and status as outlined below, which determines the service level response.
Unimarket provides the following service response standards for Service Requests submitted by the customer via the Unimarket Support Helpdesk. The response will be notified via the Unimarket Helpdesk ticket system. These service response standards only apply to Unimarket Production site related requests.
|Urgent||Critical problem. Site unusable for customer. No workaround available. Impacts multiple / all customers.||1 Hour|
|High||Serious problem. Serious functional or non-functional issue in one or more areas of the site, no effective workaround available. Impacts multiple / all customers.||2 Hours|
|Normal||Functional issue in one area of site, acceptable workaround available. Limited to specific customer and/or user(s).||4 Hours|
|Low||Minor problem. System functioning with limitations or undesirable behavior. Localised problem.||1 Business Day|
- New A new support ticket waiting for a response from Unimarket Support.
- Open An open ticket that has been received and responded to by Unimarket Support and waiting for a resolution.
- Pending A ticket has been responded to by Unimarket and requires more information from the requester.
- On Hold A ticket has been received by Unimarket Support and is in the process of being investigated.
- Solved A resolution has been found and provided by Unimarket. Solved tickets can be reopened or a followup linked ticket can be created by replying to the last response email on in the Helpdesk.
Customers will be allocated an account manager to review ongoing performance, discuss customer requirements and manage supplier on-boarding. The Unimarket account manager will facilitate account meetings either at the customer premises or via conference call as agreed with the customer. There may be other meetings outside of this SLA as agreed with specific customers. The Account manager will be responsible for maintaining and updating an agenda prior to each account meeting and a Work In Progress (WIP) summary that outlines action items, outstanding issues and supplier enablement.
Unimarket will work in conjunction with the customer to enable Premium catalog and integrated suppliers on an ongoing basis. Customers are responsible for determining the target supplier list, discussing their requirements and contacting suppliers directly before engaging Unimarket for enablement support. Unimarket will then provide the necessary technical support to assist with enabling supplier catalogs and enabling/testing supplier integration. Unimarket provides suppliers with automated notifications when catalogs expire or when integration issues are encountered. We are not responsible for the review or up-keep of supplier catalogs. Unimarket does provide support through the helpdesk process.
Unimarket is a self-service tool with in-built reporting. Customers are responsible for running all transactional and operational reports using the Unimarket reporting function. Special reports such as those required for audit purposes should be requested via the Support Helpdesk. If technical support is required to provide the report then Unimarket may request the customer to submit a change request.
Unimarket is a Software as a Service (SaaS) solution that releases version updates and bug fixes on a regular basis. For all major version releases Unimarket will deploy the new release to the Demo environment for customer review and testing no less than one week prior to placing it into the Production environment. All outages due to new version releases will be done outside of normal business hours.
Notification of the new release will be via Release Notes sent to customers when the version is placed into the Demo environment. The nature of our SaaS product means customers cannot opt-out of a new version but are given the opportunity to disable configurable features as requested.
Requests for new functionality or changes to customer integration should be submitted via the Change Request process on the Unimarket Helpdesk. Customers complete the Change Request Form detailing requirements and submit the form as an attachment to a helpdesk ticket. This will then be reviewed and estimated by the Unimarket product team. Unimarket is a SaaS product meaning the changes we make to the product are made for all customers and we do not make product customizations for specific customers, moreover we need to consider best practices and the needs of all Unimarket customers.
Unimarket provides customers with a Demo environment to assist with on-going testing and user training. The Demo environment is stand-alone and must be maintained by the customer. It is not a copy of the production environment and is not updated with production data. The Demo environment is used by Unimarket and the customer to complete all customer specific testing including integration and can be used by customers to review new releases prior to the promotion to production. Unimarket provides support for the Demo environment via the Support Helpdesk, however all tickets will be assigned a Low priority.
In the unlikely situation that there is a breach of the SLA terms, customers should notify Unimarket through the support helpdesk. The helpdesk will escalate this to the appropriate internal team such as Operations or Technical. Please note that Unimarket does not offer any breach claims.