Terms and Conditions for our Service Level Agreement (SLA)
Agreement Overview
This records the service level agreement between the parties (IT Provider, Dr Smash & Customer) for the providing of software support, required to support and sustain the Dr Smash Package as per the software purchased.
This SLA remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This SLA records the parameters of all IT services as discussed and agree between the parties. This SLA does not supersede current processes and procedures unless explicitly stated herein.
The Provider reserves the right to revoke any discounts given including MultiBranch Contracts if it feels that their requirements are no longer being met.
For subscription-based customers, payment for this SLA scope is included in the monthly paid subscription fee. This fee may be increased annually.
Goals & Objectives
The purpose of this SLA is to ensure that the proper elements and commitments are in place to provide consistent software support and delivery to the Customer by the Provider.
The goal of this SLA is to obtain mutual agreement for IT service provision between the Provider and Customer.
Periodic Review
This SLA is valid from the Effective Date outlined herein and is valid until further notice. This SLA should be reviewed bi-annually; however, in lieu of a review during any period specified, the current SLA will remain in effect.
The Customer’s Relationship Manager is responsible for facilitating regular reviews of this document.
Agreement
The following detailed service parameters are the responsibility of the Provider in the ongoing support of this SLA.
Service Scope
The following services ARE covered by this SLA:
- Telephonic Support
- Monitored Email Support
- TeamViewer Connection Support
- Upgrades to the Latest Version of Dr Smash
- Access to Online Training Sessions
- Access to Training Video Archive
The following services ARE NOT covered by this SLA:
- Hardware Support
- Server Reinstall
- Data Recovery
- Internet Services
Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
- Reasonable availability of a competent customer representative(s) when resolving a service-related incident or request.
- Backups to external solutions, such as an external USB or Online Server as well as on the server
Provider Requirements
Provider responsibilities and/or requirements in support of this SLA
Manned Telephone Support
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- Telephone support: 8:00 A.M. to 4:00 P.M. Monday – Friday
- Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call.
Monitored Email Support
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- Email support: Monitored 8:00 A.M. to 4:00 P.M. Monday – Friday
- Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
Remote Assistance
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- Remote assistance will be provided on a First-Come-First-Serve basis unless superseded by Priority Top-Up SLA’s or Urgent Tickets
On-Site Assistance
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- On-site support will only take place when telephonic and internet-based support proved inadequate or unsuccessful.
- Urgent On-site assistance guaranteed within 48 working hours during the business week
- Should the user insist that work (for breakdowns in normal hours) be done after hours, an after-hour fee will be charged at our current rate, to cover overtime at overtime rates
- Should the user insist that work be done onsite rather than other methods travel costs will be charges along with a per hour fee.
Training
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Online Training
Dr Smash offers 45-minute Online Training Sessions. These training sessions will be hosted via TeamViewer or Microsoft Teams. You will need the following before entering a training session: •Speakers • A Microphone • Webcam / Active Video Feed is preferred but is not required
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On-Site Training
Should on-site training be required, the client may be liable for transport and accommodation fees. If the training is conducted On-Site, Dr Smash will require a quiet room/office where training can be done, with no interruptions. This office/room can be on or off site. If this office/room cannot be provided, Dr Smash cannot be held responsible for the integrity and quality of training due to possible interruptions.
- Saturday morning training sessions are considered overtime for Dr Smash, and depends on the availability of our technicians. There will be a charge, at our current rate, payable to the technician on the day of training. The Saturday morning sessions are run from 9am until 12pm.
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Letterheads
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- For Once-Off Letterhead Set-Ups: Changes to existing Letterheads will be charged out at the current rate. These changes will be made within 48 working hours of a ticket being made.
- For Monthly Paid Letterhead Maintenance: Changes to existing Letterheads will not be charged. These changes will be made within 48 working hours of a ticket being made.
On-Line Backups
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- Online Backup service is available at an additional charge
- This agreement only provides a means to back up offsite.
- Dr Smash is not liable for loss of data should a backup fail to upload or corruption of data occurs for any reason.
Hardware Support
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- This contract does not include hardware support. Cabling, Networking and PC Repairs are not included in this contract and remains the responsibility of the client or, if authorised, a representative or subcontractor will be allocated and charged out at our current rate, to the customer by Dr Smash.
Server Reinstall
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- A server reinstall is not included in this support contract. Should your server fail or you decided to move servers a charge will be levied at our current rate.
Data Recovery
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- This contract does not include data recovery. It is the client’s responsibility to make sure that their backup is working in one form or another.
- REMEMBER You will need your back up but you never know when.
Internet services
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- This contract does not include the internet connection or data required for Backups or Support
Dashboard Module
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- Any additional questions required on the Dashboard module will be charged out at our current rate.
Service Requests
In support of services outlined in this SLA, the Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:
| Urgency Level | Summary of Incident | Time Frame |
| High Urgency | Unable to Access Dr Smash | 0-3 Hours (during business hours) |
| Medium Urgency | Data Issues | 48 Hours |
| Low Urgency | All other issues, excl. Program Adaption | Within 5 working days |
Sole Terms and Conditions
It is agreed that, unless specifically altered or added to with written confirmation from the Provider, this document contains all the terms and conditions of the contract.