Service Level Agreement

OnRelay has a zero bug tolerance policy, and strives to fix all reported errors. However, the service is being continuously developed, and software errors may therefore be introduced. OnRelay also has a number of 3rd party dependencies such as cloud hosting services and voice and data network connectivity, which may from time to time fail.

If you are a paying customer, the following Service Level Agreement (SLA) applies for defects encountered in OnRelay’s software:

Defect Assignment Definition Incident Management Defect Management
Severity 1:

Critical

The system is out of service or unavailable for all users

Or

The performance of the system is unacceptable for all users

 

 

Response Time: 

30 minutes during working hours

Recovery:

4 working hours

Updates:

Every 1 hour

Workaround / Patch:

5 working days

Permanent Fix:

Next software release

Updates:

Estimated time of workaround provided within 1 working day

Severity 2: 

Major

Major components or core functionality of the system are unavailable or not usable for some users

Or

The system is unavailable for one or more users

Or

The performance of the system is unacceptable for one or more users

Response Time: 

1 hour during working hours

Recovery:

8 working hours

Updates:

Every 4 hours

Workaround / Patch:

10 working days

Permanent Fix:

Next software release

Updates:

Estimated time of workaround provided within 1 working day

Severity 3:

Normal

Major components or core functionality of the system are working imperfectly in one or more of its commonly used scenario(s)

Or

A non-core function or feature is not usable or does not work in one or more of its commonly used scenario(s)

Or

A majority of users complain about a defect that would otherwise be classified as Minor or Trivial (see below)

 

Response Time: 

1 working day

Recovery:

2 working days (if feasible)

Updates:

N/A

Workaround / Patch:

N/A

Permanent Fix:

Next software release

Updates:

Defect report upon request

Severity 4:

Minor

A core function or feature is failing in rare or difficult to reproduce scenarios

Or

A non-core function or feature is working imperfectly in one of its commonly used scenarios

Response Time: 

5 working days

Recovery:

N/A

Updates:

N/A

Workaround / Patch:

N/A

Permanent Fix:

May be resolved in next software release

Updates:

Defect report upon request

Severity 5:

Trivial

A feature is working, but not as preferred or expected and with no real detriment to system functionality Response Time: 

5 working days

Recovery:

N/A

Updates:

N/A

Workaround / Patch:

N/A

Permanent Fix:

May not be resolved

Updates:

Defect report upon request

Software Releases

OnRelay may ship bug fixes in the following type releases:

Major Release: Significant new system capabilities have been added (e.g. v5)

Minor Release: Significant new features have been added (e.g. v5.2)

Maintenance Release: Includes bug fixes and feature enhancements (e.g. v5.2.3)

Patches: A Release with unexpected faults that have slipped through tests may be patched with a new build after its release (e.g. v5.2.3 build 10)