BRANDKIT STANDARD SERVICE LEVEL AGREEMENT

E-see shall provide support services to the customer and will ensure that the Brandkit™ facility, provided to the customer, meets the service levels as set out in the table below. 

  • 99% uptime during office hours. A stable and reliable facility with the facility running and customer data available, reliably with no less than 99% uptime (other than scheduled outages) 9am – 5pm Monday to Friday.
  • 24 Hours notice of planned or scheduled downtime to Customer Admins for maintenance and updates that cause the Facility to be down for 15 mins or more.
  • Help Desk for customer personnel and users available during usual office hours 9.00am – 5pm, Monday to Friday by phone and email. 
  • 4-8 hour Help Desk response time. Respond to Support Requests to the help desk within 4-8 hours during office hours and next business day after hours or in weekends.
  • 24 Hour turnaround to fix serious problems/issues or advising Customer Admin(s) of any delays.
  • 72 hour Disaster Recovery from complete facility failure.
  • Secure storage of all customer data.
  • Uptime report. A summary of system availability as a percentage of available hours published to status.brandkit.io
  • System Usage reports. Various system usage reports including a summary of user activity such as downloads, shares and sends on the system.

This SLA may change at any time and customers will be notified in writing and be provided a minimum of 7 days notice before such change takes effect.

BRANDKIT PRIORITY SERVICE LEVEL AGREEMENT
(applies to accounts on the Enterprise plan)

E-see shall provide support services to the customer and will ensure that the Brandkit™ facility, provided to the customer, meets the service levels as set out in the table below. 

  • 99% uptime. A stable and reliable facility with the facility running and customer data available, reliably with no less than 99% uptime (other than scheduled outages).
  • 48 Hours notice of planned or scheduled downtime to Customer Admins for maintenance and updates that cause the Facility to be down for 5 mins or more.
  • Help Desk for customer personnel and users available during extended office hours 7.00am – 7pm, Monday to Friday by phone and email.  Phone +64 9 44 66 22 5 (Freephone in New Zealand 0800 300 373), Email support@brandkit.io
  • 24x7 After hours support for customer Admins available round the clock 7 days per week.
  • 2-6 hour Help Desk response time. Respond to Support Requests to the help desk within 2-6 hours during office hours and next business day after hours or in weekends.
  • 24 Hour turnaround to fix serious problems/issues or advising Customer Admin(s) of any delays.
  • 72 hour Disaster Recovery from complete facility failure.
  • Secure storage of all customer data.
  • Uptime report. A summary of system availability as a percentage of available hours, published to status.brandkit.io.
  • System Usage reports. Various system usage reports including a summary of user activity such as downloads, shares and sends on the system, available on demand in the software.
  • 1 hour of free remote orientation or training for Admin Users per month.
  • Dedicated Account Manager. We will appoint an Account Manager to your account, who will act as your first point of contact for commercial matters related to your account.
  • 1 hour of free content management - updates to custom portal content or design elements included per calendar month.

This SLA may change at any time and customers will be notified in writing and be provided a minimum of 7 days notice before such change takes effect.

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