Overview
Our services are all 24×7 and are broken out into three packages: Standard, Premium, and Custom. The Standard and Premium service levels are set forth in this SLA. The service level term for the Custom package will be set forth in a separate agreement mutually agreed upon by the parties.
Support Process
- All tickets must be submitted through our support portal
- Tickets must follow our SLA either detailed here or a customized SLA listed on your contract
- Responses will be made through the support portal on submitted tickets
- Tickets are answered based on priority as well as in the order received
- Video conferencing may be possible at WALT Labs' discretion
Support Packages
WALT Labs will use commercially reasonable efforts to make Services available as set forth below:
Managed Cloud Standard
- Reactive monitoring and support
- WALT Labs will only assist a customer when a ticket is entered by the customer through the portal
- Guidance will be provided by WALT Labs for a customer request
- WALT Labs cannot perform changes or actions to a customer environment under this package
- For hands-on assistance, customers will need to upgrade to the Premium package
Managed Cloud Premium
- Proactive system & application monitoring and support
- WALT Labs will assist customer when pre-configured monitoring systems alert the WALT Labs support team
- WALT Labs will assist customer when a ticket is entered by the customer through the portal
- Architectural reviews and deployment planning discussions are included
- WALT Labs will perform reasonably necessary changes/fixes to a customer environment to resolve a problem or a request made via a ticket
- Access must be provided by the customer to be able to perform changes
- Please see the terms of the Customer MSA with WALT Labs
Response Time
| Priority Level | Description | Standard Package | Premium Package |
|---|
| P1 – Critical | Production Outage | Up to 1 hour | Up to 15 minutes |
| P2 – High | Degraded Performance | Up to 2 hours | Up to 1 hour |
| P3 – Normal | Minor Issue or Bug | Up to 4 hours | Up to 2 hours |
| P4 – Minor | Request or General Enquiry | Up to 4 hours | Up to 3 hours |
Maintenance Windows
- For North American Clients: 6-7 am UTC
- For EMEA Clients: 12-1 am UTC
Exclusions
This SLA does not apply to:
- Use of the Services not in compliance with this SLA, MSA or other customer contract
- Any suspension or termination of rights to use the Services permitted under the MSA or other customer contract
- Any usage limits
- Loss of connectivity caused by factors outside of WALT Labs' reasonable control, including:
- Any force majeure event including systemic Internet failures
- Customer's software or hardware, or third-party software or hardware, or both
- Failure of Customer's network connection
- Any third-party services
- Activity in violation of the MSA
- Planned or emergency maintenance