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 Teams 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 Response Time |
|---|---|---|---|
|
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. |
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. This is a cosmetic issue or a future feature enhancement request. |
Evaluated for the roadmap based on market feedback, feasibility, and other criteria. |
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Usually, during the first hour, we assess your issue, set the issue level, and start working on it. Target time for resolution is delivered on a commercially reasonable, best-effort basis and may be provided as a fix or workaround. |
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OpenKM services:
| Service | On-premises | Cloud |
|---|---|---|
|
Service availability |
Business hours. |
Business hours. |
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Authorized Support Contacts |
1 |
1 |
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Website support |
Website support must be requested through the help system. All severity issues are responded to within the initial targeted service-level response time. Usually, during the first hour, we will evaluate your case and start working on it. |
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Access to Phone or Teams |
Only when the production system is down or presents a severe performance problem. |
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Professional documentation |
Access to professional documentation is restricted. |
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OpenKM Download Center |
Access to the professional OpenKM Download Center is restricted.
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Critical alerts |
When a critical issue is discovered, you'll be notified and updated about it. |
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Notifications service |
Be updated each time OpenKM releases a new application version or includes new features. |
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OpenKM discussion tools |
When OpenKM IT staff consider it necessary, they can propose a quick chat with the customer using the following tools:
Other discussion tools are not supported by OpenKM by default. If such tools are mandatory due to customer policy, their use may incur an extra cost. OpenKM IT staff will always notify you before operating on the server when they detect conditions that make it difficult to work with the server. |
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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 keyboard control). OpenKM IT staff's standard tools for remote access are:
In this list, we'll try to detail not-supported scenarios in cases where, if they are mandatory due to customer policy, they may incur extra cost. OpenKM IT staff will always notify you before operating on the server when they detect conditions that make it difficult to work with the server.
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Daily Backup |
This is not included. Our goal is to keep your data safe; unfortunately, not everything depends on us, and we need your collaboration as server administrators to succeed. OpenKM is not responsible for the backup system or its proper operation. Our commitment is to help your administrator keep your information safe, but your company should have its own backup policy. Take a look at the Backup best practices section. |
Yes. |
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OpenKM support staff are part of the OpenKM research and development team—our engineers work with your team to solve issues 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 highest priority level.
Actions that have an extra cost:
Actions not included in the support service:
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