Service Level Agreement

Service Level Agreement

LAST UPDATE: September 22, 2016

  1. Agreement Overview. This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Broker BackofficeLLC(“Provider”). and the Subscriber (“Recipient”) for the provisioning of IT Services required to support and sustain
    • This Agreement remains valid for active Subscribers until superseded by a revised agreement.
    • This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders.
  2. Goals & Objectives. The purposeof this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Recipent(s) by the Provider. The goal of this Agreement is to obtain mutual agreement for IT service provision between the Provider and Recipient(s). The objectives of this Agreement are to:
    • Provide clear reference to service ownership, accountability, roles and/or responsibilities.
    • Present a clear, concise and measurable description of service provision to the Recipient.
    • Match perceptions of expected service provision with actual service support & delivery.
  3. The following Service Provider(s) and Recipients(s) will be used as the basis of the Agreement and represent the primarystakeholders associated with this SLA:
    • IT or Training Service Provider(s):Broker Backoffice LLC(“Provider”)
    • IT or Training Recipient(s):the Subscriber (“Recipient”)
  4. Periodic Review. This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
    • The Business Relationship Manager(“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.Business Relationship Manager: Broker Backoffice
      Review Period: Bi-Yearly (6 months)
      Previous Review Date: September 22, 2016
      Next Review Date: March 22, 2016
  5. Service Agreement. The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
    • Service Scope. The following Services are covered by this Agreement;
      • Manned telephone support
      • Monitored email support
      • Self Service Portal
      • Remote assistance using Remote Desktop
      • Planned or Emergency Onsite assistance (extra costs apply)
      • System Availability
      • On-Boarding Training
    • Recipient Requirements. Recipient responsibilities and/or requirements in support of this Agreement include:
      • Current Payment status for subscription costs.
      • Payment, if required, for all support costs at the agreed interval.
      • Reasonable availability of customer representative(s) when resolving a service related incident or request.
      • Appropriately Identifying internal employees and register in our service portal.
    • Provider’s Requirements. Provider’s responsibilities and/or requirements in support of this Agreement include:
      • Meeting response times associated with service related incidents.
      • Appropriate notification to Customer for all scheduled maintenance.
      • Maintaining agreed upon Service Availability.
  1. 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 in this Agreement are as follows:
      • 99.9% System Availability over any calendar month. Should Provider fail to achieve 99.9% System Availability over a calendar month, Recipient shall have the right to receive, as a non-exclusive remedy, the applicable Service Level Credit as set forth in the table below. In addition, should Provider fail to achieve 99.9% System Availability in each of two consecutive calendar months or fail to achieve 95% in any one calendar month, Recipient shall have the right to terminate this Agreement for cause, in which case Provider shall refund to Recipient any prepaid fees for the remainder of the Term after the date of termination. “System Availability” means the percentage of total time during which Services are available to Company, excluding the hours of midnight Saturday to 11:59 p.m. Monday U.S. Eastern Time. “Available” means Provider’s systems, Software, and data transmission are fully operational and able to receive, process, store and transmit Recipient’s data.
      • Service Level Credits shall be applied to active subscribers against their next invoice. In the event a Service Level Credit is incurred after Recipient has made final or advance payment to Provider for the Service and no further invoices shall be issued as a result, Provider shall promptly refund to Recipient the amount of the Service Level Credit.

System Availability Credit
99.8% – 98% 10%
97.99% – 96% 25%
95.99% – 94% 50%
Below 94% 100%

  • Service Requests. In support of services outlined in this Agreement, the Provider will respond to service related incidents and/or requests submitted by the Recipient and dedicated BGA Users, not Recipient Users in general, within the following time frames:
    • Web Support. Web support is our Primary Support method available is available as self service through our knowledge base and support ticket request system located at:
      Available 24hrs/day utilizing self-service portal.
      9:00 A.M. to 5:00 P.M. (MST) Monday – Thursday
      9:00 A.M. to 4:00 P.M. (MST) Friday
      Specific web support training in addition to self service is expected to be scheduled at least 48 hours in advance and may include webinars and/or screen sharing or other such services.
    • Email Support. Our secondary support method is via email. Recipient may send support requests and questions to
      Monitored 9:00 A.M. to 5:00 P.M. (MST) Monday – Thursday
      Email support: Monitored 9:00 A.M. to 4:00 P.M. (MST) Friday
      Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
    • Telephone Support. We provide telephone support for Recipient as an alternative, but not as a primary form of support. Please utilize our Web Support and Email Support as the primary means of service and communication.
      9:00 A.M. to 5:00 P.M. (MST) Monday – Thursday
      9:00 A.M. to 4:00 P.M. (MST) Friday
      Calls received outside of office hours will be forwarded to a mobile phones and best efforts will be made to answer the call, however they will be forwarded to voicemail if not picked up.
    • Onsite Assistance. Onsite assistance upon request during the normal business week (excluding holidays), and is provided at an extra cost.
      • The cost will be no less than the cost of travel expenses to include; airfare, lodging, and meals plus $75/hr calculated from the time onsite work begins until onsite work ceases.
    • Support Response Times
      • 0-48 hours (during business hours) for issues classified as High
      • Within 72-100 hours for issues classified as Medium
      • Within 10 working days for issues classified as LowDescription of Classifications
        High Priorityis given to an issue that renders the Service inoperable, substantially degrades the performance of the Service, adversely affects Recipient’s business operations.
        Medium Priority is given to an issue that is not adversely affecting Recipient’s business operations, but is substantially affecting Recipient’s usage of the Service.
        Low Priority is given to an issue which does not impact the Recipient’s business operation or use of the Service.

    • Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.  These timelines do not include the time to resolution which may vary depending upon the request, rather the time from notification to response.
    1. On-Boarding Training. Broker Backoffice, LLC will provide 6 on-boarding training calls which may be scheduled by the Recipient at their convenience and at no additional cost.