table of contents
Intent of this page
The intent of this page is to allow customers to quickly access our SLA’s for reference. Please note a signed agreement is required for customers for a contractual version.
The AsInt Service Level agreement can be downloaded here for signature.
Changes to SLA’s
September 2019
Initial Creation of SLA’s and published by AsInt, Inc.
October 2021
Updated hours of support.
Updated with new products.
SLA Introduction
This is a Service Level Agreement (SLA) between the users of the AsInt software solutions and AsInt. This document identifies the services provided and the expected level of services between by AsInt for commercially engaged customers.
Please note this page is for reference to our customers. A signed agreement is required for commercial engagements.
Subject to review and renewal annually.
Definitions, Conventions, Acronyms, and Abbreviations
SLA = Service Level Agreement
Accuracy = Degree of conformance between a result specification and standard value.
Timeliness = The characteristic representing a performance of an action that leaves sufficient time remaining so as to maintain SLA service expectation.
SaaS = Software as a Service
IT Operations Department = A customer unit responsible for internal IT Operations.
KPI’s = Key Performance Indicators
Purpose and Goals
The purpose of this SLA is to specify the requirements of the SaaS service as defined herein with regards to:
Requirements for SaaS service that will be provisioned to users of AsInt products
Agreed service targets
Roles and responsibilities of AsInt, Inc.
Duration, Scope and Renewal of this SLA contract
Supporting processes, limitations, exclusions and deviations.
Contractual Parameters
This section specifies the contractual parameters of this agreement. Once an agreement is signed with a customer, you can expect the below.
Contract renewal must be requested by the customer at least 30 days before the expiration date of this agreement.
Both signatory parties must agree with modifications, amendments, extensions,and early termination of this SLA.
The Customer requires a minimum of 60 days’ notice for early termination of this SLA.
KPIs and Metrics for SaaS products
The Key Performance Indicators (KPI’s) will vary based on the Application Type, and Cloud based Software-as-a-Service (SaaS) and mobility.
SaaS Monthly Commitment
99% or higher
Measurement = Uptime
The AsInt Mobile applications are currently freeware and therefore are excluded from the above SaaS KPI’s. However, they are very reliable and also achieve a 99% uptime.
Priorities and Descriptions
When submitting an item, users can define the Priority. By default, the Priority is set to Important.
Note: As the AsInt team performs the initial triage of the issue, we reserve the right to change the Priority based on the below definition.
Critical, Priority 1
The problem results in extremely serious interruption to a customer’s production system and has affected, or could affect, the entire user community.
Tasks that should be executed immediately cannot be executed because of a complete crash of the system, or by interruptions in the main functions of the production system.
Data integrity is compromised.
The service request required immediate processing, as the problem can result in financial losses.
Urgent, Priority 2
The problem results in extremely serious interruption to normal operations, or the issue will negatively impact the enterprise wide production system rollout.
Import tasks cannot be performed In a production system, but the error impair essential operations.
Processing can still continue in a restricted manner.
Data Integrity may be at risk.
The service request requires timely processing, as the malfunction could cause serious interruptions to critical processes or negatively impact business decisions.
Important, Priority 3
The problem causes interruption to normal operations.
It does not prevent the operation of a system, or else there is a minor segregation in performance.
The error is attributed to malfunctioning or incorrect behavior of the Software.
The issue will impact a pilot or proof-of-concept deadline.
Recommendation, Priority 4
A recommended change to an existing feature to optimize a work process, or a recommended new feature to an existing application.
The change in the feature, or an additional new feature, does not prohibit existing normal use of the Software.
The service does not require timely processing, though escalation can occur to ensure the addition or change meets the customer’s needs.
Escalation Path
Users of the online ticketing system can change the Priority, self escalating the Priority, response, and resolution.
If the submitter of the ticket does not believe the item is being handled properly, they can escalate the ticket to the AsInt management team at the below contact information:
Rohan Patel, CEO, rohan.patel@asint.net
Jarret Reeves, CTO, jarret.reeves@asint.net
Michael Warren, COO, michael.warren@asint.net
Response and Resolution
Critical, Priority 1
Response: 4 Hours
Resolve: 24 Hours
Measurement based on ticket support responses and closure.
Urgent, Priority 2
Response: 8 Hours
Resolve: 3 Business Days
Measurement based on ticket support responses and closure.
Important, Priority 3
Response: 8 Hours
Resolve: 5 Business Days
Measurement based on ticket support responses and closure.
Recommendation, Priority 4
Response: 8 Hours
Resolve: Subject to roadmap inclusion.
Measurement based on ticket support responses and closure.
Exceptions and Limitations
This SLA is subject to the following exceptions and special conditions:
AsInt cloud based apps are down due to the SAP Business Technology Platform availability.
AsInt Apps are down due to customer IT Operations Department and IT infrastructure.
The customer uses the AsInt customer support portal for tracking requests and KPI generation.
Responses and Responsibilities
Customer responsibilities:
The Customer should provide all necessary information and assistance related to service performance that allows the AsInt to meet the performance standards as outlined in this document.
Customer shall inform AsInt regarding changing business requirements that may necessitate a review, modification, or amendment of the SLA.
Customers are submitting tickets and are using the AsInt ticketing system to track metrics.
AsInt responsibilities:
AsInt will act as a primary support provider of the services herein identified except when third-party vendors (e.g. SAP) are employed to assume appropriate service support responsibilities accordingly.
AsInt will inform the customer regarding scheduled and unscheduled service outages due to maintenance, troubleshooting, disruptions or as otherwise necessary.
Software Support Availability
An online support portal, with Knowledge Database and access to a ticketing system, is available 24/7.
The support desk, using the on-line support system, is monitored from India and North America, which provides 24 hour coverage during working days of Monday thru Friday.
For weekend support, we also monitor the on-line support system. However delayed response times may occur.
What’s covered under software support agreement
The Annual SaaS (Software as a Service) fee covers:
New Software Features and Feature updates. Typically deployed quarterly, but with cloud deployment it could be deployed more frequently. AsInt typically performs the updates, ensure all customers are running the same software code base.
Bugs with the AsInt Apps deployed to the tenant. Users can record an issue at asint.net/support.
AsInt will be the first line support for the SAP Apps, for example the Equipment, Locations, Notifications, etc…deployed within the tenant. AsInt will triage the issue and raise and track the bug with SAP.
On-line self-paced training found at asint.net/training.
AsInt allocated 16 hours a year for online instructor lead training. AsInt reserves the right to charge additional service fees if the training exceeds 16 hours and/or is in-person training.
What’s NOT covered under software support agreement
Contracted Professional Services that are man-hour related services. Examples of this include:
Data conversion and migration
Software setup and configuration
Consulting on topology and solution stack, examples of this include security, cloud to on-premise data sync, upgrading landscapes, etc…
Custom report development
Advanced training, meaning training that has not already been developed.
Asset Consulting like corrosion studies, RBI assessments, RCM analysis, etc…
These services are covered under the professional services terms and conditions and not the software license and support agreement.