Support Level Agreement (“SLA”)

This Support Level Agreement (“SLA”) identifies the Level Two Support services provided to Client for the iMobile3 Products.

  1. Microsoft Azure Support

    1. iMobile3 Product Web Apps are hosted on the Microsoft Azure cloud services environment (http://azure.microsoft.com/en-us/). As such, Microsoft provides a Service Level Agreement (http://azure.microsoft.com/en-us/support/legal/sla/app-service/v1_0/) which iMobile3 manages on behalf of its Clients.
    2. In addition to managing Microsoft’s Service Level Agreement, iMobile3 provides its own Support Level Agreement (SLA) as defined in this document.
  2. Level One Merchant Support

    1. Is the sole responsibility of the Client.
  3. Excluded Support

    1. Any other Support not specifically defined in this SLA must be defined in a separate agreement, including support for custom software development delivered to Client under a separate Work Order.
  4. Included Support

    1. iMobile3 POS & PassMarket Portals
      1. Azure Services as the web service
      2. Azure Databases including backup, recovery, and archiving
      3. Azure Storage for images
      4. Troubleshooting and bug-fixes
      5. Installation of patches, service-packs, and new releases
      6. Product enhancements and upgrades to core product
      7. Transactional troubleshooting and data repair resulting from errant software
      8. Supported web browsers – latest versions of Chrome, Safari, FireFox running at a minimum resolution of 1024×768
    2. iMobile3 Pro (Android) Apps
      1. Troubleshooting and bug-fixes
      2. Installation of patches, service-packs, and new releases
      3. Product enhancements and upgrades to core product
      4. Troubleshooting on supported iOS and Android devices and operating systems
    3. Supported Versions
      1. iMobile3 shall at all times support the then-current version of the aforementioned software platforms, and will continue to support the two immediately preceding versions of the platform. While versions of the platform beyond the two immediately preceding versions may still continue to be hosted and operate, iMobile3 in no way guarantees their operation, functionality, or continued maintenance.
  5. Regularly Scheduled Maintenance

    1. Email notifications are sent to all Clients.
  6. Server Availability & Backups

    1. Less than 1% (7.2 hours) of down time per month. Time calculated at 24 hours per day, 7 days a week, and 365 days a year. This downtime excludes Microsoft Azure outages that are beyond control of iMobile3.

      Server Backups Frequency Type of Backup
      Azure Production Database Daily Incremental
      Azure Production Database Monthly Full
      Azure Preview Database Daily Incremental
      Azure Preview Database Monthly Full

  7. Support and Escalation Contact List

    1. Client General Support
      1. 9am-8pm EST, M-F, excluding holidays
        1. (855)862-7172
        2. Dedicated support inbox [YourBrand]Support@imobile3.com
      2. Emergency and After Hours Support (Via Phone only)
        1. (844)934-5656
  8. Incident and Resolution Management

    1. all incidents should be reported to iMobile3 Support to insure proper recording and tracking. iMobile3 commits to the service Resolution Management targets defined in the table below.

      Incident Severity Resolution Management
      Severity 1 – a specific feature does not behave as intended whereby a merchant is inconvenienced but can continue business as normal. (Example: User interface defects; all defects not covered by Severity 1–4
      1. Support Level: General Support
      2. Escalation Level: 1
      3. Resolution: Release Schedule
      Severity 2 – ability to perform a job function may be impacted or inconvenienced, but can continue business as normal operations. (Example: A merchant can process swiped transactions but not manual transactions)
      1. Support Level: General Support
      2. Escalation Level: 2
      3. Resolution: Release Schedule
      Severity 3 – ability to perform mission critical function is in jeopardy or unavailable but a workaround is or can be established within a reasonable time. (Example: A merchant can process cash transactions but credit cards are unavailable
      1. Support Level: Emergency Support
      2. Escalation Level: 2-3
      3. Resolution: 1 Business Day
      Severity 4 – ability to perform mission critical functions are in jeopardy or unavailable – entire site is down. (Example: No merchants can process orders or take payments)
      1. Support Level: Emergency Support
      2. Escalation Level: 3-4
      3. Resolution: 4 Hours

  9. Cost of Services

    1. All costs for the General Support services covered under this SLA are included in the fees associated with an applicable Work Order.
  10. 3rd-Party Support Fees

    1. Support requests found to be made for 3rd-Party software or hardware components will be charged to Client at the current support rate of $165/hour with a minimum of 1 hour per incident. Emergency, After Hours, and Out of Scope Support requests made outside of Support Hours and determined not to be caused by iMobile3 Products, but rather a third-party integration (e.g., processor’s gateway, payment terminal, printer, etc.) will be charged to Client at the current rate of $300/hour with a minimum of 1 hour per incident.

 

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