This service level agreement (SLA) describes the levels of service that Fashtronics customer (‘the client’) can expect from Fashtronics (‘the supplier’).

The client depends on IT equipment, software and services (Namely a ‘ Resitab Visitor Management System’ and/or a ‘Fleetster Vehicle Management System’) that are provided, maintained and supported by the supplier and the suppliers partners: Fleetster and Resitab. Some of these items are of critical importance to the client. This service level agreement sets out what levels of availability and support the client can expect to receive for the aforementioned systems. It also explains what consequences will be applied to the supplier should it fail to meet these levels. This SLA forms an important part of the contract between the client and the supplier. It aims to enable the two parties to work together effectively on an ongoing basis.

Scope

Parties

This SLA is between the Client and the Supplier.

Dates and reviews

This is an ongoing agreement that sets out a framework for the standard business environment. It may change from time to time without notice to the Client. Where special or extended terms are required then a separate agreement can be requested by the client.

Equipment, software and services covered

This SLA covers the system maintenance and basic support service provided to the client for the Resitab Visitor Management System and/or the Fleetster Vehicle Management System where applicable.

Resitab Visitor Management System

The Resitab Visitor Management System (Restiab) is a solution that is provisioned by Fashtronics partner Resitab. Fashtronics is responsible for the purchase of equipment, delivery of equipment, Resitab account management, user training, user support for the Resitab system. 

The client is also aware that Fashtronics pays a yearly subscription fee, chargeable to the client, on the clients behalf directly to Resitab who has provisioned the visitor management system for Fashtronics and the client, the client understands that the system resides within Resitab’s software framework. Only Resitab developed and supported software are loaded to this environment, and only qualified Resitab staff have access to manage and customise the Resitab software.

Management of Resitab infrastructure is outside Fashtronics control and so all aspects of the Resitab service are governed by the publicly available Resitab legal agreements and SLA documents. Both Fashtronics and the client equally operate subject to this Resitab service provision.

Fashtronics will endeavour to work with the client where issues need to be escalated, and/or constructive input toward issue resolution can be provided. For more information about Resitab please visit: https://www.resitab.com

All hardware including Apple iPads and the BouncePad Kiosks provided by Fashtronics are the sole property of the client, any damage to, failure of or theft of hardware is the sole responsibility of the client.

Fleetster Vehicle Management System

The Fleetster Vehicle Management System is a solution that is provisioned by Fashtronic partner Fleetster. Fashtronics is responsible for the purchase of equipment, delivery of equipment on location and account management, ongoing user training, telephone based user support. 

The client pays a monthly subscription for each vehicle on the system directly to Fleetster, who has provisioned the Fleetster Vehicle Management Software for the client, the client acknowledges that the system software resides within Fleetsters software framework. Only Fleetster developed and supported software are loaded to this environment, and only qualified Fleetster staff have access to manage and customise the Fleetster software.

Management of Fleetster infrastructure is outside Fashtronics control and so all aspects of that service are governed by the publicly available Fleetster legal agreements and SLA documents (links provided below). Both Fashtronics and the client equally operate subject to this Fleetster service provision.

Fashtronics will endeavour to work with the client where issues need to be escalated, and/or constructive input toward issue resolution can be provided.

All hardware including iPads and the BouncePad security Kiosks and Traka M Series Key Cabinet provided by Fashtronics are the sole property of the client, any damage to, failure of  or theft of hardware is the sole responsibility of the client.

You can read Fleetsters SLA by click here: https://www.fleetster.nethttps://www.fleetster.net/legal/service-level-agreement.pdf

The Trakka M Series Key Cabinet is supplied by Fleester but is under warranty from Traka. https://www.traka.com/en/site/traka/services/maintenance-options/
to learn more about the Key Cabinat please read: https://www.traka.com/en/site/traka/traka-products/key-cabinets/m-touch-series/

Item Description  Priority
Resitab / Fleetster/ Trakka Software Primary software and web services supporting the system operation  1
Security Hardware The Trakka Key Cabinet and BouncePad Flip Kiosks  2
User Hardware Apple IPads and all associated cables  3

Exclusions

This SLA is written in a spirit of partnership. The supplier will always do everything possible to rectify any issue in a timely manner. However, there are a few exclusions. This SLA does not apply to:

  • Any equipment, software, services or other parts of the system not listed above
  • Software, equipment or services not purchased via and/or managed by the supplier

Additionally, this SLA does not apply when:

  • The problem has been caused by using equipment, software or service(s) in a way that is not recommended.
  • The client has made unauthorised changes to the configuration or set up of the affected equipment, software or services.
  • The client has prevented the supplier from performing required maintenance and update tasks.
  • The issue has been caused by unsupported equipment, software or other services such as wifi and power or updates to software required by Apple or Microsoft. 
  • The client, its customers or contractors unintentionally or otherwise meddle with or damage the equipment or software
  • There is a hardware failure

This SLA does not apply in circumstances that could be reasonably said to be beyond the supplier’s control. For instance: floods, war, acts of god, malicious attacks such as DoS attacks, and so on. This SLA also does not apply if the client is in breach of its contract with the supplier for any reason (e.g. late payment of fees).Having said all that, Fashtronics aims to be helpful and accommodating at all times, and will do its absolute best to assist the client wherever possible.

Responsibilities

Supplier responsibilities

The supplier will provide and maintain the Resitab Visitor Management System and the Fleetster Vehicle Management System in a professional manner.

This includes:

  • Regular monitoring for system errors.
  • Ensuring system configuration is adequate and is done in a professional manner.
  • A yearly on location visit to update the iPad iOS, clean the hardware and replace screen protectors where required.

Additionally, the supplier will:

  • Respond to support requests within the timescales listed below.
  • Take steps to escalate and resolve issues in an appropriate, timely manner.
  • Maintain good communication with the client at all times.

Client responsibilities

The client will use the supplier-provided systems as intended.

Additionally, the client will:

  • Notify the supplier of issues or problems in a timely manner.
  • Provide the supplier with access to equipment, software and services for the purposes of maintenance, updates and fault prevention.
  • Maintain good communication with the supplier at all times.
  • Take responsibility to resolve any issues outside of the scope of this SLA such as access to the internet and power.

Uptime Targets

Uptime levels

In order to enable the client to do business effectively, the supplier will take all reasonable care to ensure that certain items will be available for a certain percentage of time. These uptime levels apply to items in the ‘Equipment, software and services covered’ table. The level of uptime depends on the priority level of each item:

Priority Level Target Uptime
 1  99.9
 2  99.5
 3  99

Measurement and penalties

There is a wide spectrum of possible failures, some of which are outside the control of Fashtronics and its partners and some which won’t register against system uptime monitoring.

For instance:

  • There may be false positives where the offsite monitoring cannot connect due to network issues outside of the primary hosted environment
  • A malicious attack such as user tampering malicious or otherwise could take place.
  • Software updates may be taking place which temporarily affect system performance.
  • A new and custom feature may have been published in good faith, after suitable testing, but still an aspect missed that manifests into a compromised system until identified.

Due to the vagaries involved, system uptime is provided on a ‘best effort’ and carries no direct penalties.

Target response times

When the client raises a support issue with the supplier, the supplier promises to respond in a timely fashion. 

Response times

The response time measures how long it takes the supplier to respond to a support request related to the website solution.

Where the query relates to infrastructure downtime then it is most likely that Resitab and/ or Fleetster will already be aware of the issue due to their in-house monitoring and the fact that the systems are shared by a large number of customers. However Fashtronics will never assume this, and will always escalate the query to Resitab or Fleetster where it is believed that infrastructure issues exist.

The supplier is deemed to have responded when it has replied to the client’s initial request. This may be in the form of an email or telephone call, to either provide a solution or request further information.

Response time targets depend on the priority of the item(s) affected, the severity of the issue, and the time of day/day of the week. They are shown in this table:

 Priority Severity  
Fatal  Severe  Medium  Minor
 Normal Working Hours
 1  15 Minutes 15 Minutes 1 Hour 4 Hours
 2  30 Minutes 30 Minutes 2 Hours 4 Hours
 3  1 Hour 1 Hour 2 Hours 4 Hours
 Extended Working Hours
 1  30 Minutes  30 Minutes  Next work day  Next work day
 2  1 Hour  1 Hour  Next work day
 3  Next work day
 Off Hours
 1  4 Hours  4 Hours  Next work day  Next work day
 2 4 Hours  Next work day  Next work day  Next work day
 3  Next work day  Next work day  Next work day  Next work day
 

Response times are measured from the moment the client makes phone contact with a person at Fashtronics, either by email or via a mobile phone inside normal office hours of 9am – 5pm, Mon – Fri.

Severity levels

The severity levels shown in the tables above are defined as follows:

 Severity Level Description
 Fatal All users and critical functions affected. Item or service completely unavailable.
 Severe Large number of users or critical functions affected.
 Medium Limited number of users or functions affected. Business processes can continue.
 Minor  Few users or one user affected. Business processes can continue.

Hours Definitions

The hours show in the table above are defined as follows. The normal working week is considered to be Mon-Friday. and does not include public holidays.

Hours Description
Normal Working Hours Work Week: 8am – 5pm
Extended Working Hours Work Week: 5pm – 10pm

 

Weekends: 9am – 3pm (Includes ‘3 day’ weekends)

 Off Hours Work Week: 11pm – 7am

 

Weekends: 4pm – 8am

Public holidays for Xmas, New Year and Easter.

Resolution times

The supplier will always endeavour to resolve problems as swiftly as possible. It recognises that the system are key to its client and that any downtime can create inconvenience and more importantly harm reputation.

However, the supplier is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously.

For instance, it may be possible to resolve a fatal system issue in minutes, simply by restarting the system. But if a system fails due to disk error or a hardware fault (also classed as a fatal issue) it may take much longer to get back up and running.

In all cases, the supplier will make its best efforts to resolve problems as quickly as possible. It will also provide frequent progress reports to the client.

Disaster recovery is covered in a separate ‘Business Continuity Plan’, which sets out an agreed path of action when critical failure occurs and a remedy within the System is either unlikely, untimely or simply not possible.

Right of termination

The supplier recognises that it provides services that are critical to the client’s business.

If the supplier consistently fails to meet the service levels described in this document, the client may terminate its entire contract with the supplier, with no penalty.

This right is available to the client if the supplier fails to meet these service levels more than five times in any single calendar month on items that are of a Critical or Severe nature.