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Service Level Agreement

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Hoylu’s Service Level Agreement (SLA)


This standard Service Level Agreement applies to Hoylu's Enterprise Plan users. Hoylu requires a signed Order Form for Enterprise Plan purchases. Please contact sales@hoylu.com for details.

This SLA includes:

1.0. Document Details & Change History

2.0. Agreement Overview

2.1. SLA Introduction

2.2. Definitions, Conventions, Acronyms, and Abbreviations

2.3. Purpose

3.0. Service Agreement Overview

3.1. Service Availability Targets  

3.2. Service Maintenance 

3.3. Service Levels, Rankings, Priority, and Handling 

3.4. Exceptions and Limitations 

3.5. Responses and Responsibilities 

3.6. Service Management (Support Hours)

3.7. Support Contact Options 

3.8. Escalation Requests and Procedures 


1.0 Document Details & Change History

Version

Date

Description

Authorization

1.0

15 Jan 2023

Initial redraft of the Hoylu Service Level Agreement

J. Schwartz, AVP Customer Experience & Security Compliance

       

Last Review: 15 January 2023

Next Scheduled Review: 15 January 2024

 

2.0. Agreement Overview

  1. SLA Introduction
  2. Definitions, convention, acronyms, and abbreviations (Glossary)
  3. Purpose

 

2.1. SLA Introduction

This is a Service Level Agreement, henceforth also known as the “SLA” is between Hoylu Inc. and the client for all services and service levels in connection to the Hoylu platform service, henceforth also known as “Service.”

Subject to review and renewal scheduled by 15 January 2024.

 

2.2. Definitions, Conventions, Acronyms, and Abbreviations

Term

Description

SLA

Service Level Agreement

Accuracy

Degree of conformance between a result specification and standard value

Client

A person (or enterprise) who accesses the Hoylu platform through a sign-on, authenticated process.

Customer

A person (or enterprise) who accesses the Hoylu platform through a sign-on, authenticated process.

Company

Identifies Hoylu, Inc.

End-User

A person who accesses the Hoylu platform through a sign-on, authenticated process.

Service

The Hoylu platform (app.hoylu.com; us.hoylu.com)

Service Provider

Identifies Hoylu, Inc.

Support Team

The Hoylu Support team is utilized to troubleshoot any platform-related issues/concerns.

Timeliness

The characteristic represents the performance of an action that leaves sufficient time remaining to maintain SLA service expectations.

 

2.3 Purpose

The purpose of this SLA is to specify the requirements of the SaaS service as defined herein with regards to:

  • Requirements for services that will be provisioned to the Customer
  • Agreed service targets
  • Criteria for target fulfillment evaluation
  • Roles and responsibilities of Service Provider and Customer
  • Supporting processes, limitations, exclusions, and deviations


3.0. Service Agreement Overview

  1. Service Availability Targets
  2. Service Maintenance
  3. Service Levels, Rankings, Priority, and Handling
  4. Exceptions and limitations
  5. Responses and responsibilities
  6. Service Management (Support Hours)
  7. Support Contact Options
  8. Escalation Request and Procedures

3.1. Service Availability Targets

The Service for hosting production instances will be available to Clients on a 24x7 basis, except for maintenance windows or other scheduled or application-specific maintenance outlined in this document.

It is our goal to ensure that services supporting the Service are deemed reliable in terms of availability (Uptime) and performance. Therefore, we will measure the reliability using Mean Time Between Failures (MTBF) and compute the average (by month and year) time between each “failure.” Hoylu will strive to achieve a MTBF of 30 days at the minimum.

The target availability (Uptime) of Service is 99.5%.

If Hoylu falls short of the 99.5% Uptime commitment and the Customer is affected, Hoylu will apply a Service Credit to Customer’s account for future use.


Downtime
is the number of continuous minutes Services were unavailable during a calendar month (i.e., June 1 through June 30). Hoylu calculates unavailability using server monitoring software to measure the server-side error rate, ping test results, web server tests, TCP port tests, and website tests.

Downtime excludes the following:

  • Slowness or other performance issues with individual features (link expansions, search, file uploads, etc.)
  • Issues that are related to external apps or third parties, including shared channels
  • Any products or features identified as the pilot, alpha, beta or similar
  • External network or equipment problems outside of our reasonable control, such as bad routing tables between your internet service provider (ISP) and our server
  • Scheduled Downtime for maintenance.

Service Credits

If Hoylu falls short of our Uptime commitment, Hoylu will apply a credit to the Customer’s account equal to the monthly amount billed for the Services during the period Hoylu was down (we call these Service Credits).

Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, requires Customer to have paid any outstanding invoices, and expire upon termination of Enterprise Agreement. Service Credits are the sole and exclusive remedy for any failure by Hoylu to meet its obligations under this SLA.

Note, Downtime doesn’t affect everyone at the same time or in the same way. For example, some accounts may receive Service Credits during an outage in their region, while other accounts in other regions that have not been similarly affected will not.

 

3.2. Service Maintenance

Maintenance includes but is not limited to: adding/removing/replacing servers, networks, or Service features, new/updated feature or product releases, or any change that may have an overall impact on the Service's availability.

Maintenance Windows: Standard. Non-Standard. Emergency

At this time, Hoylu has a Standard Maintenance Window that requires zero downtime; as a result, no specific date or time has been established for Standard Maintenance Windows or Non-Standard Maintenance Windows.

It is understood that in some circumstances, Emergency Maintenance Windows will be required.

 

3.3. Service Levels, Rankings, Priority, and Handling

Timelines below reflect estimated Support Team Response times based on identified Category as determined by Hoylu, Inc.

Category

Definition

Initial Response

Timeline (SLA)

Informational

Inquiry for information (example: “how-to” scenarios”)

1 (one) Business Day

(Monday-Friday)

Low

Minimal effect: the company can still provide all critical services to all users but has lost efficiency (for example: a few users experience workspaces not saving; one “organization” cannot log in to the system)

2 (two) Business Hours

(Monday-Friday)

Medium

The Company has lost the ability to provide critical services to a subset of system users (for example: partial data loss/workspaces not saving with impact to multiple organizations/users)

1 (one) Business Hour

(Monday-Friday)

High

The Company is no longer able to provide some critical services to any users (for example: complete outage; all clients workspaces not saving; data-security incident)

10 (ten) Business Minutes

(Monday-Friday)

 

The timeline below reflects Functional Impact Categories and estimated Engineering response time once reported to the Hoylu Support Team.

Severity Level

Description

Target Response

1. High

The Company is no longer able to provide some critical services to any users (for example: complete outage, all clients workspaces not saving, data-security incident)

2 (two) Business Hours

(Monday – Friday)

2. Medium

The Company has lost the ability to provide critical services to a subset of system users (for example: partial data loss/workspaces not saving with impact to multiple organizations/users)

1 (one) Business Day

(Monday – Friday)

3. Low

Minimal effect: the company can still provide all critical services to all users but has lost efficiency (for example: a few users experience workspaces not saving; one “organization” cannot log in to system)

1 (one) Week


Handling

  • Requests for support will be fulfilled based on priorities determined by urgency and level of impact (as determined by the Hoylu Support team).
  • Response is defined as a “good faith” effort to communicate with the Client using the contact information provided. The response may be via phone or email.
  • Response times are measured once a request is submitted via the Hoylu issue tracking system. Other forms of contact may negatively affect the ability of Hoylu to meet the requests in a timely fashion. Examples include direct email/phone/another contact with an individual Hoylu personnel.

Response Times

Responses will be driven by the priority assigned to the Service as defined in this SLA. Note: Complex service and support requests involving coordination with 3rd parties, etc. may require additional effort and time to resolve.

 

3.4. Exceptions and Limitations

This SLA is subject to the following exceptions and special conditions:

  • Service Provider must ensure platform availability of 99.5% during standard business hours (Monday-Friday).
  • Service Provider may not be liable to credit reimbursements for service impacts to data centers due to natural disasters or force majeure.
  • Response to request of Severity Level 2 or below by Customer can be delayed up to 24 hours during non-business days and/or observed holidays by the Service Provider.


3.5. Responses and Responsibilities

Customer/Client responsibilities:

Contacting a Hoylu representative (employee) directly does not initiate the timelines noted in this document.

  • The customer should provide all necessary information and assistance related to service performance that allows Hoylu to meet the performance standards as outlined in this document.
  • The customer shall inform Hoylu regarding changing business requirements that may necessitate a review, modification, or overall scope to the requested issue/concern.
  • The customer will make sure that all responses to the Hoylu response team are within 24 hours of the initial response or any additional follow-up messages.

Hoylu responsibilities:

  • Hoylu will act as the primary support provider of the services herein identified except when third-party vendors are employed, who shall assume appropriate service support responsibilities accordingly.

  • Hoylu will inform Customers regarding scheduled and unscheduled service outages due to maintenance, troubleshooting, disruptions, or otherwise necessary.

 

3.6. Service Management (Support Hours)

Service support coverage by Hoylu, Inc., as outlined in this agreement, follows the schedule specified below:

  • Email Support: During standard business hours [2:00 A.M. to 9 P.M. (EST), Monday to Friday]. Weekend and company observed holidays [10 A.M. to 5 P.M. (EST)].
  • Online Support: During standard business hours [2:00 A.M. to 9 P.M. (EST), Monday to Friday]. Weekend and company observed holidays [10 A.M. to 5 P.M. (EST)].


3.7 Support Contact Options

Clients can contact Hoylu Support Service for support by:


3.8 Escalation Requests and Procedures

  1. If service is unsatisfactory, the Client will contact Hoylu’s Assistant Vice President of Customer Experience & Security Compliance at jschwartz@hoylu.com.
  2. In the event that additional escalation is determined to be necessary, Hoylu will escalate to its Executive Leadership Team for a resolution.
  3. Hoylu may ask for your feedback.

Updates

As Hoylu’s business evolves, Hoylu may change Hoylu’s Service Level Agreement.