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SLA - OpenKM Support Service Level Agreement

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SLA - OpenKM Support Service Level Agreement

Version 2.0, latest update October 2015

This Service Level Agreement ("SLA") is a policy governing the use of the OpenKM support service under the terms of the OpenKM Knowledge Management S.L. Customer Agreement between OpenKM Knowledge Management S.L. and users of OpenKM ("you"). This SLA applies separately to each installation using OpenKM on-premises. We reserve the right to change the terms of this SLA by posting this document on the Web site or by e-mail.

Service Level Agreements

The OpenKM Support program offers access to the expertise of OpenKM support staff and SLAs that guarantee the high availability of your application.

OpenKM will provide good customer support service by telephone and via an online support portal ("Support Services") Monday through Friday (excluding OpenKM holidays), from 8:00 a.m. until 7:00 p.m. (GMT+1). Support Services will be limited to issues surrounding suspected errors or failures in the service and general questions regarding the usage of features of the service.

Support Services by telephone or Skype will be provided just for issues of level type "Blocker and only to a single individual who is designated by you as your "Administrator ", and a designated Administrator backup. ". OpenKM will not provide telephone support to your end users, and you are responsible for all such end-user support.

You agree to perform tasks as reasonably requested by OpenKM to aid in the resolution of problems. Before starting the OpenKM issue, you will take reasonable steps to verify cases reported by end users and confirm that problems are associated with the service, not your computing or networking infrastructure.

Modifying the OpenKM database directly by the customer is forbidden and may cause the suspension of the support service.

OpenKM will have no obligation to provide support or assistance concerning Third-Party Materials.

OpenKM will designate an account manager as a central point of contact within OpenKM for addressing any technical Service issues. OpenKM may change the assigned account manager from time to time by providing notice to you.

OpenKM is not obligated to provide support for any APIs or any integrations created by you based in whole or in part on any APIs.

Support levels:

Level	Name	Description	Target Time to Response
1	Blocker	A severe business impact that requires an immediate solution. The service is experiencing downtime or extensive degradation in performance; there is a significant risk of corruption or data loss; there is a severe vulnerability to remote security exploit or denial of service attacks. End users are affected, and no workaround exists for platforms and tools supported by OpenKM.	Four business hours.
2	Major	Some business impact. The service operates but with a short-term workaround or degraded service. End users may be affected, but a workaround is in place for supported platforms and tools, or the service is degraded but still viable for use.	One business day.
3	Minor	Minimal business impact. End users are not significantly impacted, and service is not impaired.	Three business days.
4	Future request	Little to no immediate business impact. A cosmetic issue or a future feature enhancement request.	Evaluated for roadmap based on market feedback, feasibility, and other criteria.
Usually, during the first hour, we assess your issue, set the issue level, and start working on it. Target time resolution is delivered on a commercially reasonable, best-effort basis and may be provided as a fix or workaround

OpenKM services:

Service	On-premise	Cloud
Service availability	Business hours.	Business hours.
Authorized Support Contacts	1	1
Website support	The website support must invoke the help. All severity issues are responded to within the initial targeted service level response. Usually, during the first hour, we will evaluate your case and start working on it.
Access to Phone or Skype	Only when the production system is down or presents a severe performance problem.
Professional documentation	Access to professional documentation is a restricted area.
OpenKM Download Center	Access to professional OpenKM Download Center restricted area. Check your OpenKM version status. OpenKM versions for manual upgrading. OpenKM Professional Development Environment.
Critical alerts	When a critical issue is discovered, you'll be notified and updated about it.
Notifications service	Be updated each time OpenKM release a new application version or are included new features.
OpenKM discussion tools	When OpenKM IT staff considers it necessary can propose a quick chat with the customer with the following tools: Skype Gotomeeting ( always will require to set a specific meeting date and hour ) Other discussion tools are not supported by default by OpenKM, which in case of being mandatory for the customer policy, may have extra cost ( OpenKM IT staff always will notify before operating with the server when detecting bad conditions to work with the server ).
OpenKM support with remote server control	In some scenarios, OpenKM IT staff require access to the OpenKM server to work on issues. In this scenario, the customer must provide access to the server with tools that facilitate remote access with quality standards to operate the remote server ( optimal screen refresh, mouse, and keyword control ). OpenKM IT staff standard tools for remote access are: AnyDesk TeamViewer Remote SSH direct access ( with or without VPN ) Windows Remote Desktop In this list, we'll try to detail not-supported scenarios in the case that being mandatory for the customer policy may have extra cost ( OpenKM IT staff always will notify before operating with the server when detecting bad conditions to work with the server ). Not possible to do remote control because only screen sharing is allowed. VPN with two-factor authentication. VPN configuration issues. It is a customer requirement to get VPN working properly and assist OpenKM IT staff in the configuration when required. If the VPN has many connection issues and malfunctioning, the customer must provide the software and network correctly configured to operate. Software for meetings like Teams, GotoMeeting, or Webex (among others); usually, the meeting tools do not provide good remote control service. When Combined with the remote control tool, the customer must record a meeting with a remote control session, which must be done by OpenKM IT staff. Poor bandwidth ( when the remote connection to the server for some reason, the side of the customer has insufficient bandwidth and causes a lot of difficulties to operate with the server, in this scenario, action that may be done in minutes may take hours ).
Daily Backup	We have not included it. Our goal is to keep your data safe; unfortunately, not all depend on us, and we need your valuable collaboration as server administrators to have success. OpenKM is not responsible for the Backup system or its proper operation. Our compromise is to help your administrator get your information safe, but your company should have its Backup policy. Take a look at the Backup best practices section.	Yes.
OpenKM support staff is part of the OpenKM research and development team—our engineer works with your team to solve the issue quickly. Besides the connection between the customer and the support team members resolving issues, the customer comments, questions and suggestions help us to evolve the application. Any production system down issue will be raised to the maximum priority level. Actions that have an extra cost: Application migration to another server. Migrations between major versions are not included. Backup restoring. Support for development: Webservices. Workflows. Plugins. Scripts. Integration with-party applications. Etc. Any problem caused by a third-party application that has negative consequences in OpenKM. Problems derived from changes to the server that has negative consequences in OpenKM. Problems derived from customization not done by the OpenKM team. SSL configuration. Required non-OpenKM I.T. staff standard remote control tools or scenarios that present many difficulties to work in the remote control ( see the previous description ). Actions not included in the support service: Server management. Operating system support, upgrade, and configuration. Configuration of network drives. Configuration of network servers. Extend and manage disk drives. Etc. Configuration of hardware devices (e.g., routers). Problems occasioned by direct database manipulation. Support of third-party applications. Development instances. Backup configuration.

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Service Level Agreements

SLA - OpenKM Support Service Level Agreement

Version 2.0, latest update October 2015

Service Level Agreements

The OpenKM Support program offers access to the expertise of OpenKM support staff and SLAs that guarantee the high availability of your application.

Modifying the OpenKM database directly by the customer is forbidden and may cause the suspension of the support service.

OpenKM will have no obligation to provide support or assistance concerning Third-Party Materials.

OpenKM is not obligated to provide support for any APIs or any integrations created by you based in whole or in part on any APIs.

Support levels:

Level	Name	Description	Target Time to Response
1	Blocker	A severe business impact that requires an immediate solution. The service is experiencing downtime or extensive degradation in performance; there is a significant risk of corruption or data loss; there is a severe vulnerability to remote security exploit or denial of service attacks. End users are affected, and no workaround exists for platforms and tools supported by OpenKM.	Four business hours.
2	Major	Some business impact. The service operates but with a short-term workaround or degraded service. End users may be affected, but a workaround is in place for supported platforms and tools, or the service is degraded but still viable for use.	One business day.
3	Minor	Minimal business impact. End users are not significantly impacted, and service is not impaired.	Three business days.
4	Future request	Little to no immediate business impact. A cosmetic issue or a future feature enhancement request.	Evaluated for roadmap based on market feedback, feasibility, and other criteria.
Usually, during the first hour, we assess your issue, set the issue level, and start working on it. Target time resolution is delivered on a commercially reasonable, best-effort basis and may be provided as a fix or workaround

OpenKM services:

Service	On-premise	Cloud
Service availability	Business hours.	Business hours.
Authorized Support Contacts	1	1
Website support	The website support must invoke the help. All severity issues are responded to within the initial targeted service level response. Usually, during the first hour, we will evaluate your case and start working on it.
Access to Phone or Skype	Only when the production system is down or presents a severe performance problem.
Professional documentation	Access to professional documentation is a restricted area.
OpenKM Download Center	Access to professional OpenKM Download Center restricted area. Check your OpenKM version status. OpenKM versions for manual upgrading. OpenKM Professional Development Environment.
Critical alerts	When a critical issue is discovered, you'll be notified and updated about it.
Notifications service	Be updated each time OpenKM release a new application version or are included new features.
OpenKM discussion tools	When OpenKM IT staff considers it necessary can propose a quick chat with the customer with the following tools: Skype Gotomeeting ( always will require to set a specific meeting date and hour ) Other discussion tools are not supported by default by OpenKM, which in case of being mandatory for the customer policy, may have extra cost ( OpenKM IT staff always will notify before operating with the server when detecting bad conditions to work with the server ).
OpenKM support with remote server control	In some scenarios, OpenKM IT staff require access to the OpenKM server to work on issues. In this scenario, the customer must provide access to the server with tools that facilitate remote access with quality standards to operate the remote server ( optimal screen refresh, mouse, and keyword control ). OpenKM IT staff standard tools for remote access are: AnyDesk TeamViewer Remote SSH direct access ( with or without VPN ) Windows Remote Desktop In this list, we'll try to detail not-supported scenarios in the case that being mandatory for the customer policy may have extra cost ( OpenKM IT staff always will notify before operating with the server when detecting bad conditions to work with the server ). Not possible to do remote control because only screen sharing is allowed. VPN with two-factor authentication. VPN configuration issues. It is a customer requirement to get VPN working properly and assist OpenKM IT staff in the configuration when required. If the VPN has many connection issues and malfunctioning, the customer must provide the software and network correctly configured to operate. Software for meetings like Teams, GotoMeeting, or Webex (among others); usually, the meeting tools do not provide good remote control service. When Combined with the remote control tool, the customer must record a meeting with a remote control session, which must be done by OpenKM IT staff. Poor bandwidth ( when the remote connection to the server for some reason, the side of the customer has insufficient bandwidth and causes a lot of difficulties to operate with the server, in this scenario, action that may be done in minutes may take hours ).
Daily Backup	We have not included it. Our goal is to keep your data safe; unfortunately, not all depend on us, and we need your valuable collaboration as server administrators to have success. OpenKM is not responsible for the Backup system or its proper operation. Our compromise is to help your administrator get your information safe, but your company should have its Backup policy. Take a look at the Backup best practices section.	Yes.
OpenKM support staff is part of the OpenKM research and development team—our engineer works with your team to solve the issue quickly. Besides the connection between the customer and the support team members resolving issues, the customer comments, questions and suggestions help us to evolve the application. Any production system down issue will be raised to the maximum priority level. Actions that have an extra cost: Application migration to another server. Migrations between major versions are not included. Backup restoring. Support for development: Webservices. Workflows. Plugins. Scripts. Integration with-party applications. Etc. Any problem caused by a third-party application that has negative consequences in OpenKM. Problems derived from changes to the server that has negative consequences in OpenKM. Problems derived from customization not done by the OpenKM team. SSL configuration. Required non-OpenKM I.T. staff standard remote control tools or scenarios that present many difficulties to work in the remote control ( see the previous description ). Actions not included in the support service: Server management. Operating system support, upgrade, and configuration. Configuration of network drives. Configuration of network servers. Extend and manage disk drives. Etc. Configuration of hardware devices (e.g., routers). Problems occasioned by direct database manipulation. Support of third-party applications. Development instances. Backup configuration.