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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") outlines the terms for using OpenKM's support services under the OpenKM Knowledge Management S.L. Customer Agreement, entered into by OpenKM Knowledge Management S.L. and its users ("you"). This SLA applies individually to each OpenKM on-premises installation. OpenKM reserves the right to modify the terms of this SLA by posting updates on our website or notifying you via email.

Service Level Agreement.

The OpenKM Support Program provides access to our expert support team and guarantees high availability for your application through established SLAs.

OpenKM will deliver quality customer support via an online support portal ("Support Services") Monday through Friday, excluding OpenKM holidays, from 8:00 a.m. to 7:00 p.m. (GMT+1). Support Services are limited to addressing suspected service errors or failures and responding to general inquiries about using OpenKM features.

Telephone or Skype support will only be available for "Blocker" level issues and exclusively for a single individual designated by you as your "Administrator" or their designated backup. OpenKM does not provide telephone support to end users; you are responsible for managing all end-user support.

You agree to perform reasonable tasks requested by OpenKM to assist in resolving issues. Before escalating an issue to OpenKM, you will take reasonable steps to verify reported cases, ensuring that the problem originates from the OpenKM service and not your computing or networking infrastructure.

Direct modification of the OpenKM database by the customer is strictly prohibited. Such actions may result in the suspension of support services.

OpenKM is under no obligation to provide support or assistance for issues related to Third-Party Materials.

OpenKM will assign an account manager as your central point of contact for addressing technical service issues. OpenKM reserves the right to reassign the account manager and will notify you in the event of such a change.

OpenKM is not required to provide support for any APIs or integrations you develop using OpenKM’s 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 exploits 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.	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	There is 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 the professional OpenKM Download Center is restricted. 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 releases a new application version or includes new features.
OpenKM discussion tools	When OpenKM IT staff considers it necessary, they can propose a quick chat with the customer with the following tools: Skype GoToMeeting ( always will require setting a specific meeting date and hour ) Other discussion tools are not supported by default by OpenKM, which, if mandatory for the customer policy, may incur an extra cost ( OpenKM IT staff always 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 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 ). It is not possible to do remote control because only screen sharing is allowed. VPN with two-factor authentication. VPN configuration issues. The customer must get the VPN working properly and assist OpenKM IT staff in the configuration when required. If the VPN has many connection issues and malfunctions, the customer must provide the software and network that are 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 OpenKM IT staff must do. Poor bandwidth ( when the remote connection to the server has insufficient bandwidth on the customer's side for some reason, it is very difficult to operate with the server; in this scenario, an 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 succeed. OpenKM is not responsible for the Backup system or its proper operation. Our compromise is to help your administrator keep 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. In addition to connecting the customer and the support team members to resolve issues, the customer comments, questions, and suggestions help us 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 third-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 have negative consequences in OpenKM. The OpenKM team did not solve problems derived from customization. SSL configuration. It required non-OpenKM I.T. staff to use standard remote control tools or scenarios that present many difficulties when using 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 Agreement.

SLA - OpenKM Support Service Level Agreement

Version 2.0, latest update October 2015

Service Level Agreement.

The OpenKM Support Program provides access to our expert support team and guarantees high availability for your application through established SLAs.

Direct modification of the OpenKM database by the customer is strictly prohibited. Such actions may result in the suspension of support services.

OpenKM is under no obligation to provide support or assistance for issues related to Third-Party Materials.

OpenKM is not required to provide support for any APIs or integrations you develop using OpenKM’s 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 exploits 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.	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	There is 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 the professional OpenKM Download Center is restricted. 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 releases a new application version or includes new features.
OpenKM discussion tools	When OpenKM IT staff considers it necessary, they can propose a quick chat with the customer with the following tools: Skype GoToMeeting ( always will require setting a specific meeting date and hour ) Other discussion tools are not supported by default by OpenKM, which, if mandatory for the customer policy, may incur an extra cost ( OpenKM IT staff always 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 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 ). It is not possible to do remote control because only screen sharing is allowed. VPN with two-factor authentication. VPN configuration issues. The customer must get the VPN working properly and assist OpenKM IT staff in the configuration when required. If the VPN has many connection issues and malfunctions, the customer must provide the software and network that are 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 OpenKM IT staff must do. Poor bandwidth ( when the remote connection to the server has insufficient bandwidth on the customer's side for some reason, it is very difficult to operate with the server; in this scenario, an 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 succeed. OpenKM is not responsible for the Backup system or its proper operation. Our compromise is to help your administrator keep 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. In addition to connecting the customer and the support team members to resolve issues, the customer comments, questions, and suggestions help us 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 third-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 have negative consequences in OpenKM. The OpenKM team did not solve problems derived from customization. SSL configuration. It required non-OpenKM I.T. staff to use standard remote control tools or scenarios that present many difficulties when using 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.