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.
Section titled “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.
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. 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. This is a cosmetic issue or a future feature enhancement request. | Evaluated for the roadmap based on market feedback, feasibility, and other criteria. |
OpenKM services:
| Service | On-premises | Cloud |
|---|---|---|
| Service availability | Business hours. | Business hours. |
| Authorized Support Contacts |
1 | 1 |
| 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 in the documentation of the OpenKM application version you have installed. |
Yes. |
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.
Access to Phone or Teams
Only when the production system is down or presents a severe performance problem.
Professional documentation
Access to professional documentation is restricted.
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 consider it necessary, they can propose a quick chat with the customer using the following tools:
- Teams
- Zoom or Google Meet (always requires scheduling a specific meeting date and time)
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:
- AnyDesk
- Direct remote SSH access (with or without VPN)
- Windows Remote Desktop