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 high availability of your application.

OpenKM will provide reasonable 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 19:00 p.m. (GMT+1). Support Services will be limited to issues surrounding suspected errors or failures in the Service, and general questions regarding 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. Prior to starting OpenKM issue, you will take reasonable steps to verify issues reported by end users and to confirm that issues are associated with the Service and not with your computing or networking infrastructure.

Modify 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 with respect to 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 designated 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:

LevelNameDescriptionTarget Time to Reponse

1

Blocker

A severe business impact that requires an immediate solution. The service is experiencing downtime or extensive degradation in performance; there is significant risk of corruption  or data loss; there is a severe vulnerability to a remote security exploit or denial of service attack. End users are affected and no workaround exists for platforms and tools supported by OpenKM.

4 business hours.

2

Major

Some business impact. The service is operating, but with a short-term workaround in place, or degraded service.
End users may be affected but a workaround is in place for supported platforms and tools, or service is degraded but still viable for use.

1 business day.

3

Minor

Minimal business impact. End users are not significantly impacted and service is not impaired.

3 business day.

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 evaluate your issue setting the issue level and start working on it.

Target time resolution is delivered on a commercially reasonable, best-effort basis, and may be delivered as a fix or workaround

OpenKM services:

ServiceOn-premiseCloud

Service availability

Business hours.

Business hours.

Authorized Support Contacts

1

1

Website support

The support must be invoked by the website support.

All severity issues are responded to within the initial targeted service level response. Usually during the first hour we will evaluate your issue and will start working on it.

Access to Phone or Skype

Only when the production system is down or presents a severe performance problems.

Professional documentation

Access to professional documentation rectricted area.

OpenKM Download Center

Access to professional OpenKM Download Center rectricted area. 

  • Check your OpenKM version status.
  • OpenKM versions for manual upgrading.
  • OpenKM Professional Development Environment.

Critical alerts

When is discovered critical issue you'll be notified and kept updated about it.

Notifications service

Be updated each time OpenKM release a new application version or are included new features.

OpenKM support with server remote 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 the 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 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 ).

  • 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. In case the VPN have a lot of connection issues and malfunction is the responsibility of the customer to 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 In combination with the remote control tool, the customer requires to record a meeting with remote control session and this record must be done by OpenKM IT staff.
  • Poor bandwidth ( when the remote connection to the server for some reason in the side of the customer have poor bandwidth and cause a lot of difficulties to operate with the server, in this scenario action that may be done in minutes may take hours ).

Daily backup

Not included.

Our goal is to keep your data safe, unfortunately not all depends on us and we need your valuable collaboration as server administrator to have success. OpenKM is not responsible of the backup system or its proper operation. Our compromise is helping your administrator to get your information safe, but your company should have its own backup policy. Take a look at Backup best practices section.

 Yes.

OpenKM support staff are part of OpenKM research and development team. Our engineer work with your team to solve the issue in the shortest possible time.

Besides the connection between the customer and the support team members resolving issues, the customer comments, questions and suggestions helps us to evolution 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 version are not included.
  • Backup restoring.
  • Support for development:
    • Webservices.
    • Workflows.
    • Plugins.
    • Scripts.
    • Integration with-party applications.
    • Etc.
  • Any problem caused by third-party application that has negative consequences in OpenKM.
  • Problems derived from changes to the server thas has negative consequences in OpenKM.
  • SSL configuration.
  • Required non OpenKM IT staff standard remote control tools or scenarios that present a lot of 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 ( eg routers).
  • Support of third-party applications.
  • Problems occasioned by direct database manipulation.
  • Backup configuration.