1.1 General Terminology
In this Section 1, the terms "configuration," "service," "user," and "workaround" have the meanings assigned to them in the ITIL 4 framework.Nothing in this Service Level Agreement (SLA) requires Net Friends to use any particular professional services automation (PSA) software platform, terminology, or ticket workflow in its actual operations. Net Friends may meet its obligations under this SLA by any reasonable method.
1.2 Defined Terms
In this SLA, the following definitions apply:
"Active Status" means the status assigned to a Ticket when it is in one of the following states:
"After Hours" means all the time not defined as Office Hours.
"Critical Priority" means the priority assigned to a Ticket characterized by an interruption of access to a configuration with significant business impact, requiring an immediate coordinated resolution.
"Customer Call" means a good-faith attempt by Net Friends to send information regarding an Active Status Ticket to a user using a contact method previously approved by the Customer for that user.
"Important Priority" means the priority assigned to a Ticket representing:
"Inactive Status" means the status assigned to a Ticket when it is in one of the following states:
"Incident" means an interruption of access to, or degradation of service in, a Customer configuration.
"Response" means the time when Net Friends starts or restarts work on a Ticket after it has been assigned Active Status in Net Friends's PSA platform.
"Normal Priority" means the priority assigned to a Ticket that meets neither the criteria for Important nor Critical Priority assignment.
"Office Hours" means weekdays between 0830 and 1730, Eastern Standard/Daylight time, except for the Federal Holiday Observation Dates designated as New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day.
"Resolution" means the time when Net Friends assigns a Ticket to Inactive Status.
"Service Request" means a request from a user, or a user’s authorized representative, for Net Friends to initiate a service action that NetFriends considers a normal part of service delivery.
"Ticket" means the record, in Net Friends's PSA platform, of a valid Service Request or Incident created by or for the Customer under a current Statement of Work.
2.1 Ticket Handling
Net Friends shall handle Tickets according to the standards defined in this SLA. Net Friends shall ensure that every Ticket is appropriately and promptly assigned Active or Inactive Status, and/or Normal, Important, or Critical Priority, upon (a) a reasonable analysis of the information available in the Ticket and/or (b) the occurrence of any relevant action requiring a change of status or priority.
2.2 Office Hours
During Office Hours, Net Friends shall meet the following standards for handling of Active Status Tickets, measured from the time the Ticket was most recently assigned Active Status:
2.3 After Hours
During After Hours, Net Friends shall provide the Customer with a Response to any Active Status Critical Priority Ticket within 30 minutes, measured from the time the Ticket was most recently assigned Active Status, and shall provide a Resolution to such Tickets within 4 hours. NetFriends is not required to meet any Response or Resolution standard for Normal or Important Priority Tickets during After Hours.
3.1 Office Hours Contact Methods
To initiate a Service Request or Incident, or to communicate with Net Friends regarding any Ticket, the Customer must use a published Net Friends contact method or a phone number provided by Net Friends to the Customer for this purpose. This phone number, if provided, is deemed Confidential Information under the Net Friends Master Service Agreement.
During Office Hours, Net Friends shall use reasonable efforts to promptly record any valid Service Request or Incident as a Ticket. To be valid, aService Request or Incident must be covered by a current SOW between Net Friends and the Customer. Subject to Section 3.2, any Service Requestor Incident received during After Hours will be recorded as a Ticket by Net Friends at the beginning of the next Office Hours period.
3.2 After Hours Contact Methods
Upon request, Net Friends shall provide a method to the Customer for the purpose of initiating Incident reports during After Hours. This method, if provided, is deemed Confidential Information under the Net Friends Master Service Agreement. Within 10 minutes of a Customer user reporting anIncident After Hours via this method, if provided, Net Friends shall complete a Customer Call with the user confirming that an Active StatusCritical Priority Ticket has been created.
Net Friends shall provide an audit of the handling of one or more Tickets to the Customer upon receipt of a valid request. Net Friends shall include relevant Customer Call logs and timestamps in this audit, but is not required to include work notes or internal communications. Net Friends shall use reasonable efforts to provide this audit within 5 business days of receiving the request. To be valid, an audit request must be (a) submitted through one of the contact methods described in Section 3.1; (b) authored or authorized by a Customer administrative contact; and (c) specific and detailed enough to permit Net Friends to identify the Tickets in question.
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