Service Level Agreement
For clients based in:
North America, Europe and AsiaPac
This update: Dec 2013September 2016
Author: James Samuels
Welcome to Claritum’s Service Level Agreement.
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This document also covers some of the optional Services, which maybe included in your Agreement with Claritum. Please check your Claritum Agreement to identify which Services apply to your SLA.
Table of Contents
| Welcome to Claritum’s Service Level Agreement | ||||
| Support Definition & Scope | ||||
| What is Support? | ||||
| Your Responsibilities | ||||
| Support Coverage | ||||
| Handy Hints and Tips | ||||
| Support Definition | ||||
| Support Contact Information | ||||
| The Tickets Resolution Process | ||||
| Stage 1: Triage | ||||
| Stage 2: Assignment | ||||
| Stage 3: Resolution | ||||
| Support Escalations | ||||
| Tracking and Reporting of Support Tickets | ||||
| Closure of Support Tickets | ||||
| Platform Performance | ||||
| Claritum Uptime Guarantee | ||||
| Maintenance Windows | ||||
| Scheduled Maintenance Windows | ||||
| Unscheduled Maintenance Windows | ||||
| Service Level Credits | ||||
| Levels of Severity - Downtime | ||||
| What is not downtime | ||||
| Service Credits Calculation | ||||
| Ticket Resolution Summary |
What is Support?
Support is defined as providing assistance to users to ensure access and smooth operation of the Claritum Spend Management platform.
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Customers are responsible for providing ‘Super Users’. They perform a critical role for both Claritum and our Customers. Super Users are the Claritum experts within your organisation who can answer User questions, ensure compliance to the best practice business processes provided within Claritum, provide management with the information they need and where required, provide the interface with Claritum Support.
Support Coverage
Under this SLA, Claritum provides support to selected groups of users on selected platforms as described below.
| User Type | End User Customers | Suppliers | Service Provider | |
| Platform | Catalogue | Supplier Network | Service Desk (Live) | Service Desk (Sandbox) |
| Service Provide Support Team |  | |  | |
| Claritum Technical Support | | | | |
| Claritum User Support | | | | |
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Claritum’s support services include:
| Support Services included: | Services Excluded: |
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Handy Hints and Tips
Use the Support Portal where possible
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By referring to the Ticket Number (where available), our Support team will be able to quickly identify the specific ticket you are referring to.
Support Definition
Claritum’s support is segmented by the type of support request and resolution required. As described below.
| Severity | Description | Action | Target Response | Target Resolution |
| Critical | This is a problem that causes complete loss of service and work cannot continue. The problem has one or more of the following characteristics: | Contact Technical Support 24 x 7 x 365 | 1 hour | 8 hours |
| High | An error that prevents a user from completing a business transaction. There is no workaround, however, operations can continue in a restricted fashion. | Contact User Support by phone, email or via the support portal | 3 business hours | 24 business hours |
| Medium | A department’s or an individual’s ability to perform job functions may be impacted or inconvenienced but can continue normal business operations. A workaround exists. | Contact User Support by phone, email or via the support portal | 24 business hours | A workaround will be proposed and a Target fix date for the Next Release date to fix the problem |
| Low | An error that has no/low impact on the usability or performance of the system. | Contact User Support by via the support portal only | 24 business hours | Either online resources will be available or a workaround will be proposed and a Target fix date for the Next Release date |
| Change Request | Request for system enhancement or change | Contact User Support by phone, email or via the support portal | 24 business hours | You will be contacted by your account manager to discuss next steps |
Support Contact Information
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| Severity | Contact Information | Details | Availability |
| Critical | Telephone Support | Number to be supplied | 24 x 7 x 365 |
| High, Medium, Low | Support Portal | (username and password required) | 24 x 7 x 365 |
| Telephone Support (Only to be used by Super Users) | (+44) 0330 088 2639 | 8am – 6pm GMT, UK working days. Voicemail for out of office hours. |
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The Resolution Process
Every Support Request is logged with a unique reference (known as a 'Ticket'). Please quote this ticket reference in any further communication with the Claritum Support Team. The promptly and efficiently resolve Support Tickets inline with our SLA, we follow a strict Resolution Process as described:
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| Region | Europe | North America | AsiaPac | ||||
| Scheduled Maintenance Windows | Monday – Friday: 21:00 – 00:00hrs BST | Monday – Friday: 03:00 – 07:00hrs EST | Monday – Friday: 04:00 – 07:00hrs SGT | ||||
Saturday & Sunday: 18:00 – 00:00hrs BST | Saturday & Sunday: 03:00 – 07:00hrs EST | Saturday & Sunday: 01:00 – 07:00hrs SGT |
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| Severity | Description | Situation | Target Response Time | Update Time | Target Resolution |
| Critical | This is a problem that causes complete loss of service and work cannot continue. The problem has one or more of the following characteristics: 1. System Hangs – the process hangs/does not respond indefinitely or there is High performance degradation, which make the system appear as if it is not responding 2. System crashes repeatedly 3. Critical functionality is not available – the application cannot continue because a vital feature is inoperable | System is down and Support has: Verified environmental set-up & made all efforts to reproduce the problem Gathered all required escalation data There is no known workaround for the problem. | 1 business hour | Every three hours unless otherwise stated within the most recent update communication. | 8 hours |
| High | An error that prevents a user from completing a business transaction. There is no workaround, however, operations can continue in a restricted fashion. | Customer’s problem is a reproduced bug and/or Support has: Verified environmental set-up & made all efforts to reproduce the problem Gathered all required escalation data There is no known workaround for the problem. Alternatively, business impact has put the Claritum & Customer relationship in jeopardy. | 3 business hours | One time per business day unless otherwise stated within the most recent update communication. | 24 hours. |
| Medium | A department’s or an individual’s ability to perform job functions may be impacted or inconvenienced but can continue normal business operations. A workaround exists. | Customer’s problem is a reproduced bug and/or Support has: Verified environmental set-up & made all efforts to reproduce the problem Gathered all required escalation data | 24 business hours | One time per week unless otherwise stated within the most recent update communication. | A workaround will be proposed and a Target fix date for the Next Release date to fix the problem |
| Low | An error that impacts the usability or performance of the system. | No loss of service. Includes requests for more information, questions on particular application functionality, or Low system errors. | 24 business hours | One time every two weeks unless otherwise stated within the most recent update communication. | Either online resources will be available or a workaround will be proposed and a Target fix date for the Next Release date. |
| Change Request | Request for system enhancement or change. | No loss of service. Requests will be passed along to Product Management for review. | 24 business hours | One time to indicate product enhancement request has been sent to the Product Development Manager. Once the enhancement request is forwarded, the case will be closed and further updates on an enhancement will be through your Claritum Account Manager. | Progress on product enhancement requests will be communicated through the Claritum Release Management Process. |
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