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Service Level Agreement

General

Under the agreement with Easy2Meet B.V. (hereinafter: E2M) for the use of Easy2Meet® software, the Customer is entitled to maintenance and support, as further described in this SLA.

Notification of incidents and/or the need for service(s) must always be reported via the support desk. Reports can be divided into three categories:

  • Incidents - Easy2Meet® does not work (anymore), is not working properly and/or is working differently than based on the specification and last release notes could be expected.
  • Questions - Clarification about the use of Easy2Meet®.
  • Changes - Suggestions or requests for changes in functionality.

When it comes to the handling of incidents, this is done on the basis of qualification/prioritization by the service coordinator of E2M as described below.

Accessibility

E2M can be reached on working days from 8.00 - 17.00 CET.

Reporting procedure

Registration of incidents should take place via the support page on the website of E2M. Via the wizard, the report is concretized, after which a ticket is created. After qualification (see below), the ticket will be processed and the Customer will be kept informed of its further progress.

Qualification/prioritization

If there is an incident, it is qualified as follows:

  • High - There is a critical/business critical situation. This means that Easy2Meet® is no longer functioning at all and a workaround is not possible according to E2M.
  • Average - The situation is annoying. This means that Easy2Meet® partially stopped functioning. Working with Easy2Meet® is still possible, but it takes some effort or requires some concessions. According to E2M, a workaround is available/possible.
  • Low - There are slight obstructions. This means that users can work less efficiently. According to E2M, a workaround is not relevant or adds little to it.

This qualification takes place within two working hours. On the basis of this qualification, the processing takes place as follows:

  Analysis & solution  Solution(target) time
Hoog < 4 working hours < 16 working hours
Gemiddeld < 8 working hours < 5 workdays
Laag < 5 workdays to be planned in a new release

 

For the purposes of qualification/prioritization, this will apply:

  1. The Customer must provide complete information of the incident. When there is a waiting period for the supply of necessary additional information it will influence the above mentioned solution times.
  2. When, after analysis, it appears that a reported incident is caused by external factors, the time spent for the analysis can be charged at current rates.
Furthermore, incidents caused by malfunctions of the hosting platform (Azure/Office365) fall outside the sphere of influence of E2M and are dealt with on the basis of the applicable provisions.


Availability

Microsoft Office 365

Easy2Meet® runs on the Microsoft Office 365 tenant of the client. For optimal operation, Easy2Meet® depends on the availability and performance of that environment.

Microsoft Azure

In addition to the installed environment, parts of Easy2Meet® run on Microsoft Azure. For this purpose Supplier has an SLA with Microsoft for a monthly availability of at least 99.95%. This SLA with Microsoft Azure applies one on one.