GlobalDots Technical Support Service Level Agreement (SLA)
This SLA describes the support and maintenance services GlobalDots provides for its customers via Jira Service Management (JSM). It defines our commitments for availability, response times, and maintenance. This SLA is governed by the GlobalDots Terms of Use, including disclaimers, limitations, and applicable law.
📖 Defined Terms (Glossary)
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Support Hours | Support available 24/7/365. Standard business hours: 09:00–17:00 weekdays, excluding holidays. |
Incident | Service failure not aligned with specifications. Known limitations and excluded outages do not qualify. |
Workaround | Temporary fix restoring partial or full service. |
Service Restoral | Full restoration of disrupted service. |
Availability | Service is accessible for active, enabled customers (exclusions apply). |
Force Majeure | Events beyond GlobalDots’ control (e.g., natural disaster, strike, systemic Internet failure). |
Outage | Minutes the service is unavailable, excluding scheduled maintenance, customer-side issues, ISP failures, Force Majeure, etc. |
Response Time | Time between ticket creation and first support engineer response. |
Severity | Classification of an Incident (A, B, C). |
Release | New version or hotfix of the Service. |
Security Patch | Fix for security vulnerabilities. |
Maintenance | Planned or emergency service upgrades or fixes. |
Emergency Maintenance | Urgent maintenance without prior notice. |
Maintenance Notification | Advance communication of planned maintenance. |
EOL (End of Life) | Features/services no longer supported. |
First Reply Time | Time between request creation and first public agent response (target: 15 min for Severity A). |
Next Reply Time | Time between customer’s last unanswered comment and agent’s next response. |
Agent Work Time | Time spent actively working on the request in “New” or “Open” status. SLA pauses on “Pending” or “On Hold.” |
Periodic Updates | Regular agent updates until resolution (e.g., every 30–60 minutes for Severity A). |
🛠️ Support & Maintenance
Channels: All requests must be submitted via the JSM support portal or assigned email address.
Case IDs: Each request receives a unique case number.
Staffing: Provided by certified GlobalDots engineers or partners.
Scope: Technical Support is available 24/7/365 and includes troubleshooting, research, and resolution.
⏱️ Response & Resolution Times
Severity | Customer Impact | First Reply | Next Reply | Work Time |
|---|---|---|---|---|
A – Critical | Full outage, severe impact, no workaround | 15 min | 30 min | Continuous until resolved |
B – Major | Moderate impact, workaround possible | 30 min | 1 h | Active until resolved (24/7 if chosen) |
C – Minor | Minimal impact, low disruption | 4 h | 24 h | Business hours only |
💡 Customer Commitment: For Severity A/B, customer must provide 24/7 collaboration until resolution. Otherwise, severity may be downgraded.
📂 Severity Definitions
Severity A – Critical
Significant loss or degradation of service, no workaround.
Customer commits to continuous 24/7 collaboration until resolution.
Severity B – Major
Moderate loss or degradation of service, workaround possible.
If 24/7 chosen, customer commits to continuous collaboration; otherwise, GlobalDots may downgrade to Severity C.
Severity C – Minor
Service functioning with minor issues.
Addressed during business hours only.
🔧 Maintenance & Availability
Planned Maintenance: Announced ≥5 business days in advance via portal/email.
Emergency Maintenance: GlobalDots will use reasonable efforts to notify ≥12 hours in advance, but downtime may occur without notice.
Security Patches: Applied as part of planned or emergency maintenance.
Availability Calculation: Outages exclude planned maintenance, customer-side issues, Force Majeure, and external ISP/network failures.
⚠️ Limitations
GlobalDots is not responsible for:
Misuse or unsupported configurations.
Incidents caused by 3rd-party services, ISPs, or customer environments.
Overdue or unpaid invoices.
Failures due to Force Majeure.
Continued use of Services against GlobalDots’ advice.
Full List of Limitations (Legal Reference)
Incorrect or unauthorized use of the Service.
Customer environment issues beyond GlobalDots’ control (e.g., electricity, 3rd-party cloud malfunctions).
Internet failures outside the GlobalDots demarcation point.
Situations where the customer does not provide sufficient incident details.
Faulty input, unsupported platforms, or misconfigurations.
Use of non-GlobalDots hardware/software causing issues.
Customer not acting upon GlobalDots’ recommended modifications.