Service Level Agreement (SLA) Documentation
As part of your use of the Mobile2b platform, we commit to providing service levels that meet your individual business requirements. As part of the regular license/usage fee, we offer every customer the Standard service level.
However, depending on the criticality of the processes that you want to digitize using the Mobile2b platform, you may want to choose to upgrade to the Advanced or Enterprise service level. These elevated service levels guarantee both faster response and solution times as well as prioritized end-user support.
| Standard | Advanced | Enterprise | |
|---|---|---|---|
| Response time * | E / E / E / E | 8 / 24 / 48 / E | 4 / 24 / 48 / 72 |
| Solution time ** | 48 / E / E / E | 12 / 48 / E / E | 8 / 24 / 72 / E |
| Service credits for missed response time 2 | - / - / - / - | 20 / 10 / 5 / - | 25 / 15 / 10 / 5 |
| Service credits for missed solution time 2 | 5 / - / - / - | 20 / 10 / - / - | 25 / 15 / 10 / - |
| Support channels | Service desk, email | Service desk, email, chat, phone | Service desk, email, chat, phone |
| 1 st /2 nd Level Support | 29 € per 15 mins | 2 hours monthly included, after that 29 € per 15 mins | 4 hours monthly included, after that 29 € per 15 mins |
| 1 st /2 nd Level Support Priority | C | B | A |
| Price | None (included in regular usage fee) | Contact us to request a quote | Contact us to request a quote |
*) A / B / C / D (Time in hours depending on alert severity); E = “Best effort”
**) A / B / C / D (Percentage points depending on alert severity)
Response time measures the time that elapses between the receiving of an alert and the time of commencing work on the issue.
Solution time is defined as the time that elapses from the response time until the alert is resolved, excluding any time that is spent on clarifying the issue with the customer or waiting for additional details from the customer. Also excluded from the solution time are time periods that are outside of Mobile2b’s influence, such as review times for iOS or Android app store releases by Apple or Google.
Both response and solution times are measured during office hours Monday - Friday 9 am to 6 pm CET (excluding public holidays in NRW, Germany). For example, an alert that was acknowledged on Friday at 3 pm and was solved the following Monday at 10 am will have a solution time of 4 hours.
Response time service credits are percentage points applied to the monthly value of your current SLA package (“Advanced” or “Enterprise”).
Solution time service credits are percentage points applied to the monthly value of your current license contract (1/12 of yearly contract), excluding any fees for customization, consulting, and other services.
Monthly service credits are cumulated for every alert in a given month.
The maximum number of response time service credits per month is 100 %. The maximum number of solution time service credits per month is 100 %.
Service credits will be applied as a deduction from your next recurring license bill.
The guaranteed response and solution times will depend on the priority of the item(s) affected and the severity of the alert.
| Alert type | Definition |
|---|---|
| A priority alert | Highly critical alert. The product is not available for use or a significant proportion of the core functionalities are not available. Before closing an SLA, core functionalities need to be defined together between the customer and Mobile2b. |
| B priority alert | Critical alert. One or more elements of the product critical to the functioning of the customer’s business have ceased to respond completely or respond extremely slowly. A workaround is not available. |
| C priority alert | Non-critical alert. One or more elements of the product have ceased to respond completely or respond slowly, and a workaround is available. |
| D priority alert | Notification of a minor issue that does not prohibit the customer from utilizing the product in any material way. |
If you have any questions or are interested in a quote for our elevated service levels please do not hesitate to contact us at info@mobile2b.com.
