Service Level Agreement (SLA)
Welcome to our Service Level Agreement (SLA). This document is designed to establish a mutual understanding of the services provided by Reply, the standards to which these services will be delivered, and the responsibilities of both Reply and our esteemed clients.
Purpose of this Agreement
The primary purpose of this SLA is to ensure that the necessary elements and commitments are in place to provide consistent service support and delivery to our clients by Reply. This SLA outlines the parameters of all services covered, as it is critical to establishing a clear service understanding, measuring performance, and managing service quality.
Through this document, we aim to clarify and align service expectations, ensuring a shared understanding of services, priorities, responsibilities, and guarantees.
Incidents classification
Reply classifies problems and incidents based on their priority levels, ranging from P1 to P5. This system helps in managing and addressing issues effectively according to their urgency and impact. Here’s a detailed description of each priority level:
- P1 – Critical (Immediate attention required):
Description: These are critical problems that severely impact the operation of a business. They could involve a complete shutdown of service, significant financial loss, or issues affecting a large number of users.
Examples: Application is fully unavailable; Emails and LinkedIn messages can’t be sent through the platform for all users longer than half an hour. - P2 – High (Rapid response required):
Description: High-priority problems significantly impact the business but are not as immediately severe as P1. They might impede the work of many users or critically affect some specific high-importance processes.
Examples: There is impossible to upload prospects to the sequence; Some issues with email sending or detection for major parts of the users; serious performance degradation. - P3 – Medium (Timely attention needed):
Description: These problems affect business operations but do not have an immediate or widespread impact. They could inconvenience a moderate number of users or interfere with non-critical processes.
Examples: Specific client issues with sequences or LinkedIn messages; some issues or concerns with Billing functionality; non-critical performance issues. - P4 – Low (Scheduled response):
Description: Low-priority problems have minimal impact on the business. They are more of an inconvenience than an actual impediment to work.
Examples: Minor bugs in software, general user inquiries, small enhancement requests. - P5 – Very Low (Long-term planning):
Description: These are minor issues or requests that have negligible impact on business operations. They often involve long-term improvements, suggestions, or minor enhancements.
Examples: Cosmetic changes to applications, minor tweaks in functionalities, documentation improvements.
Providers-related functionality
Reply has a partnership with other vendors for such functionality as LinkedIn Automation and AI Personalization. For any incidents related to such functionalities our resolution time will be adjusted based on agreed SLA with such vendors.
Resolution time
Please find out Reply’s committed resolution time in the table below.
| Priority | Resolution time for owned by Reply functionality | Resolution time for providers-related functionality |
|---|---|---|
| P1 | 4-12h | 1d |
| P2 | 1-3d | 2-4d |
| P3 | 5-10d | 10-15d |
| P4 | 30-60d | 30-60d |
| P5 | – | – |
Support and Resolution Time Explanation
In our commitment to deliver exceptional service, our SLA includes the following timetable.
| Type of Work | Working days | Weekend & Bank Holidays |
|---|---|---|
| Critical (P1, P2) | All day long | All day long |
| Regular (P3, P4, P5) | From 0AM to 7PM EST | Not working |
This means that our support team is available to assist you at any time, day or night, regardless of weekends, public holidays, or any other non-working days. Here is how resolution time is calculated in this context:
- Availability: Our support team operates based on the provided timetable. This ensures that whenever an issue arises our team is ready to respond as fast as possible.
- Immediate Response: Upon reporting an issue, our team will acknowledge and start addressing it immediately, irrespective of the hour or day. This prompt response is part of our commitment to ensuring minimal downtime and disruption.
- Resolution Time Calculation: The resolution time refers to the duration from when an issue is reported to when it is resolved. With our high-intent support framework, this time is counted continuously. For instance, if a critical issue (P1) is reported at 10 PM on a Friday and is resolved by 10 PM on Saturday, the resolution time is 24 hours.
- Work on Resolutions: Our team works on resolving issues continuously, even during non-working hours and holidays if the issue has high priority level. This means that the efforts to fix a problem do not pause overnight or during weekends.
- Impact of High-intense Support on SLA Metrics: With such support, the SLA metrics are generally more stringent, reflecting the continuous nature of support. Clients can expect faster resolutions due to the almost non-stop operational hours.
- Exceptions and Clarifications: While our goal is to resolve issues as swiftly as possible, it’s important to note that the complexity or nature of some problems may require more time to resolve. In such cases, we maintain transparent communication with our clients about the expected timelines.