ER Tech Pros LLC

Purpose

This Service Level Agreement (“SLA”) sets out the levels of support, services and availability Client is guaranteed to receive as part of the services provided by ER Tech Pros LLC (“ER Tech Pros”).

The purpose of this SLA is to ensure that the proper elements and commitments are in place to provide consistent support and maintenance for hosting and the application to Client by ER Tech Pros.

The objectives of this SLA are to:

• Provide clear reference to service ownership, accountability, roles and/or responsibilities.
• Present a clear, concise, and measurable description of IT Services and/or hosting services to Client.
• Match perceptions of expected service provision with actual service support and delivery for the hosted environment.

Service Agreement

The following detailed service parameters are the responsibility of ER Tech Pros in the ongoing support of this SLA.

Service Scope

• Live telephone support
• Monitored email support
• Software and security updates
• Regular backups of servers
• Monthly System Health Checks
• Planned or Emergency Onsite Assistance (additional costs may apply)

Client’s responsibilities

Client’s responsibilities and/or requirements pursuant to this SLA include:

• Payment for all support costs at the agreed interval.
• Reasonable availability of Client’s representative(s) when resolving a service-related incident or request.
• Providing ER Tech Pros with the contact details of a minimum of 2 people who shall be informed of any actions resulting from this SLA.

ER Tech Pros’ responsibilities 

ER Tech Pros’ responsibilities and/or requirements pursuant to this SLA include:

• Hosting services. Ensuring 99.0% network and power availability of service(s) for hosting. Ensuring the hosting facilities are secure.
• Meeting response times associated with service-related incidents.
• Appropriate notification to Client for all scheduled maintenance.
• Security updates and bug fixes are applied within agreed timescales for servers.

Service Assumptions

The assumptions related to in-scope services and/or components include:

• Regularly scheduled backups of Client’s data (daily, weekly, monthly, and yearly).
• Changes to services will be documented and communicated to Client with a minimum notice period of 30 days.

This SLA does not cover service-related incidents caused by problems in the following:

• Client’s local area network.
• Client-provided Internet connectivity or end-user software.
• Entities inside Client’s internal network including, but not limited to, firewall configuration and bandwidth shaping, local area workstations, or other servers, equipment, and software that have a potential bearing on the local networking environment (except web browser software).
• Client’s domain names, which are managed by Client themselves or an individual or organization acting on their behalf.
• Service requests which require major changes will be a change request and chargeable.
  

Service Provision

The following detailed service parameters are the responsibility of ER Tech Pros in the ongoing support of this SLA.

Data Center Infrastructure, Security, and Connectivity

Compliance and Certifications

Our servers are hosted in data centers accredited by the following compliance and certifications.

• SSAE 16
• ISO 27001
• PCI DSS
• FISMA
• HIPAA
• LEED GOLD
• EPA Energy Star

Automatic Backups

Daily website and database backups with immediate restore options and full access to the last 7 days’ worth of backups.

Traffic Encryption with TLS 

Transport Layer Security (TLS), and its now-deprecated predecessor, Secure Sockets Layer (SSL), are cryptographic protocols designed to provide communications security over a computer network.

Server and Website Uptime Monitoring

Live server and website uptime detection and monitoring with automated notifications for any website downtime.

Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

Service Availability

Coverage parameters specific to the service(s) covered pursuant to this SLA are as follows:

• Telephone Support: 24 hours, 7 days a week. Missed calls will be forwarded to a voicemail service and best efforts will be made to return the call as soon as possible.
• Email Support: 24 hours, 7 days a week
• Any planned maintenance work to be performed by ER Tech Pros that will involve either an interruption of service, or a risk of interruption of service, will be informed to Client at least 5 working days in advance. ER Tech Pros shall take reasonable steps to execute the maintenance work during Client’s non-working hours to ensure as minimum disruption as possible.

Service Requests

In support of services outlined in this SLA, ER Tech Pros will respond to service-related incidents and/or requests submitted by Client within the following time frames:

• Within 5 minutes for issues classified as Crisis.
• Within 15 minutes for issues classified Major.
• Within 30 minutes for issues classified as Minor.
• Within 4 hours for issues classified as No Impact.

Service-related Incident or Request

The following definitions will be used to determine the priority of a service-related incident or request:

Priority: Crisis

• Production application down or major malfunction resulting in a product inoperative condition.
• Users are unable to reasonably perform their normal functions.
• The specific functionality is mission-critical to the business and the situation is considered an emergency.

Priority: Major

• Critical security upgrades, patches, or bug fixes.
• Downtime investigation and resolution.
• In a production system, important tasks cannot be performed, but the error does not impair essential operations.
• Service interruptions to some but not all employees/staff.

Priority: Minor

• A user has questions about the hosting service/website functionality or needs assistance in using the service.
• Moderate loss of application functionality or performance resulting in multiple users impacted in their normal functions. 
• Minor feature or product failure. A convenient workaround exists.
• Minor performance degradation, not impacting production.
• Content addition, modification, or deletion of a user account.

Priority: No Impact

• Noncritical upgrades.
• Preparation for facilitating client penetration and other testing.
• Enhancement requests.
• Implementing solutions to technology advances in browsers that may cause disruption to site functionality.

The priority of any service-related incident or request not defined in the above table shall be subject to the general terms of this SLA.

Service Credits

ER Tech Pros will use commercially reasonable efforts to make the hosted services available with a monthly uptime percentage of at least 99.0% during any monthly billing cycle, excluding any scheduled downtime for planned maintenance work. 

If the monthly uptime percentage fails to meet ER Tech Pros’ service commitment outline about, Client will be eligible to receive a Service Credit, as outline in the below table.

This SLA and the Service Credits provided hereunder are Client’s sole and exclusive remedy for any service outage related to the hosted services. To receive a Service Credit, Client must submit a claim by emailing support@ertech.io / helpdesk@ertech.io. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include: 

• the words “SLA Credit Request” in the subject line; 
• the dates and times of each unavailability incident that Client is claiming; and
• logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks)

If the monthly uptime percentage of such a request is confirmed by ER Tech Pros and is less than the service commitment, then we will issue the Service Credit to Client within one billing cycle following the month in which the request is confirmed. Client’s failure to provide the request and other information as required above will disqualify Client from receiving a Service Credit.