Service Level Agreement.
Specific SLA commitments are defined in the applicable subscription plan, quotation, or signed service agreement.
Scope
This page describes how SHIFTFM frames service levels for the platform. Specific commitments are confirmed in the applicable commercial plan, quotation, or signed service agreement for the customer.
Availability
SHIFTFM works to provide the service in accordance with the availability level stated in the applicable subscription plan, quotation, or signed service agreement.
Service levels and numerical commitments, including any approved availability target or response-time commitment, are defined according to the subscription plan, quotation, or SLA that applies to the customer’s subscription.
Incident Classification
Service reports may be classified by operational effect, such as a critical incident, a major-function disruption, a partial fault, or an inquiry or enhancement request.
Response or handling times are defined in the applicable plan or commercial offer where they apply.
Initial Response
Initial response time means the start of handling the request together with acknowledgement, information gathering, or confirmation of the next handling path. Closure or resolution time depends on the type of issue, service scope, and the operational factors associated with that case.
Reasonable Exclusions
Availability or incident commitments may exclude periods or issues reasonably attributable to scheduled maintenance, customer-caused faults, end-user device or internet issues, prohibited use, force majeure, or external-provider outages only to the extent they are reasonably outside SHIFTFM’s control and without a reasonable technical workaround.
Contact
To confirm SLA terms for your organization, contact info@shiftfm.net.