Service Level Agreement (SLA)

by

SHOPALYST


History/Version


Version

Date

Description

Author

1.0

20/09/2021

Service Level Agreement

Naveen Shetty

1.1

20/04/2022

Minor edits and changes

Syed Ahmed




1. Overview

This article describes the Service Level Agreement (“SLA”) to the customers of Shopalyst for the provisioning of SaaS services, Shopalyst’s Discovery Commerce Cloud service offering and the various modes in which this service is delivered. It outlines the process model that Shopalyst has in place to support customers who use this service and the service level expectations associated with this support activity.


2. Service Description

As part of its Discovery Commerce Cloud offering, Shopalyst provides a technology platform that enables brands to provide a shoppable experience to their consumers on various digital media. Such shoppable experiences can be provided on, though not limited to –

  • Paid digital media

  • Social Media such as Facebook, Instagram, Pinterest, and Twitter.

  • Digital videos such as youtube 

  • Paid Search such as google

  • Brand-owned media such as websites and other content sites.

In most instances, the shoppable experience will include the following components

  1. Dynamically assembled Landing Page for each campaign featuring –

    1. Ad creative – banner image or video.

    2. Browsable listing of products associated with the campaign.

    3. Availability and price of products at various merchants in the market.

  2. Create first-party audience pools of consumers based on purchase intent on various media channels like Facebook and Google for future targeting.

  3. Reporting on campaign performance and audiences.



3. Goals & Objectives

The purpose of this article is to ensure that the proper elements and commitments are in place to provide consistent support and delivery to the Customer(s) by the Shopalyst.

     The objectives of this Agreement are to: 


  • Provide clear reference to service ownership, accountability, roles, and/or responsibilities. 
  • Present a clear, concise, and measurable description of service provision to the customer. 
  • Match perceptions of expected service provision with actual service support & delivery. 



4. Availability

Shopalyst will ensure effective and efficient achievement of the Landing Page Service at all times. Availability will be calculated as 

% Availability = (Service Hours - Service Downtime) * 100 / Service Hours

The agreed % Availability for the Landing Page service that is guaranteed is 99.5%


5. Periodic Review

Shopalyst shall provide as part of the SLA Review Meeting a report on availability and performance management, including, but not limited to: percentage availability, Software response time, and CPU and memory utilization.

     The following components will be discussed:

  • the Service Levels and Service availability achieved; 

  • the number of incidents/tickets and service requests per priority, 

  • incident and service request resolution rate within Service Levels;

  • overview of capacity and performance management in accordance with this SLA; and 

  • general recommendations and points requiring action.

  • Report on availability, capacity, and performance management, including, but not limited to: percentage availability, and landing page response time.


The Business Relationship Manager is responsible for facilitating regular reviews of this article. Contents of this article may be amended as required, provided mutual agreement is obtained and communicated to all affected parties. The Owner will incorporate all subsequent revisions and obtain mutual agreements/approvals as required. 

Review Period: Bi-Yearly (6 months)


6. Service Provider Requirements

Shopalyst responsibilities and/or requirements in support of this SLA include:

  • Meeting response times associated with service-related incidents.

  • A Maintenance schedule has been drawn up for scheduled Maintenance. The period for carrying out scheduled Maintenance has been set at : 

  1. <10 min patches - Friday EOBs

  2. 10-30 min patches - Sundays

  3. 30 min - 1 hr maintenance windows - First Sundays

  • Appropriate notification to Customer for all scheduled maintenance. (Shopalyst shall give notice to Customer in case of an emergency Maintenance outside scheduled Maintenance hours. In such a case, Shopalyst shall make all possible efforts to schedule the maintenance outside of service hours to minimize the impact on customers. 

  • Shopalyst warrants that the Landing page maintains an average response time of ≤ 1 second. The response time of the Landing page to Authorized Users shall include all functions of the LP, but exclude any latency caused by a failed or low-performance network.

7. Incident Management Procedure

For all operational issues regarding the Service, the single point of contact (SPOC) for the Customers will be the Shopalyst Service Desk. The scope of intervention for that Service Desk is related to opened tickets resulting from:

  • incidents,

  • requests for information, and

  • requests for administration.


All Incident reports/ticket requests may be submitted to the Shoplayst Desk as follows:

  • Shopalyst App: Reach out to the Shopalyst support system through the “Help” option in Discovery Commerce App 

  • Email support: Customers can directly email the Shopalyst operations team (ops@shopalyst.com) with support requests.


This procedure is also described in detail in this article.



7.1. Incident Management Tool

All issues raised by customers are recorded in an incident management tool used internally at Shopalyst. The Customer Success Team at Shopalyst will communicate back to the Incident Initiator a ticket reference number that can be used for further follow-up. 

Priority is classified as per the table below.

Priority Classification

Description

Critical

The software has stopped responding or is so severely impacted that work cannot continue. The error has one or more of the following characteristics:

  • Data corrupted

  • A critical documented function is not available

  • The system hangs indefinitely, causing unacceptable or indefinite delays for resources or response

  • System crashes repeatedly after restart attempts.

High

Partial loss of service.

Important functions are unavailable with no workaround acceptable to the client. However, the operation of the Software by a user can continue on a restricted basis.

Medium

Minor loss of service.

The impact is an inconvenience, which may require a workaround to restore functionality.

The operation of the Software by a user is not adversely affected.

Low

A minor issue causing an inconvenience.

There is no loss of service.

The impact does not impede the operation of Software.

Custom Data extraction - historical 


For a detailed description of the service levels and support available, please refer to this article


8. Escalation Management

The escalation process is designed to ensure a high level of management visibility within Shopalyst so as to guarantee that every possible action is taken to resolve incidents or improve Service performance. 


An auto email by the incident management system is directed to syed.ahmed@shopalyst.com for violation of either the First Response or Resolution Time of a ticket.