Please note that this is our standard SLA for all clients in our multi-tenant and enterprise environments. A client specific SLA supersedes this document.
As a cloud based service, PeopleVine strives to ensure we are always up and running, but the reality is nothing is perfect. So this is why we share with you our metrics and service levels we aim to achieve.
Our staff is dedicated to not only the success of our platform, but also the success of our clients. As an organization, we take timely and appropriate actions to identify relevant patches and system updates to ensure the ongoing functionality of our Apps and to minimize the risk of exploitation of recognized and announced vulnerabilities.
Our goal: 99.9% up-time where we ensure our platform is operational 24/7 except for up to 8.77 hours per year and regular scheduled outages.
There are a few core components within our multi-tenant infrastructure that could impact our availability:
We host our multi-tenant environment on Microsoft Azure which provides us with up to 99.95% up-time across our web servers and 99.99% up-time across our database
for more information see https://azure.microsoft.com/en-us/support/legal/sla/ or check the status of our servers at https://azure.microsoft.com/en-us/status/.
We deliver our emails through Sendgrid with built in queuing in the event of downtime. You can also add your own email server at no additional cost.
check the status of their servers at http://status.sendgrid.com/
We deliver our text messages through Twilio
check the status of their servers at https://status.twilio.com/
We do not rely on any other platforms or 3rd parties outside of these 3 providers. Please note we DO NOT provide an SLA for our Apps when hosted in an on-premise environment and do not count hardware outages towards our SLA when using an Enterprise license.
BUG FIXES & PATCH MANAGEMENT
Prior to launching any new software feature, our staff performs extensive unit testing along with regression testing to ensure no bugs are introduced with the latest updates. In the event a bug is identified in our platform, our staff will classify it under the following categories:
Definition: An outage or a bug that impacts all users and all people interacting with any one of our Apps, regardless of component.
Response Time: We will provide an update within 30 minutes after being notified of the issue.
Resolution Time: We will provide a fix and publish to our production environment within 2 hours after our first response regarding the issue.
Definition: An outage or a bug that impacts a larger subset of our users and their customers across multiple clients interacting with any one of our Apps. This is not a system-wide issue but it impacts specific functionality leveraged.
Response Time: We will provide an update within 4 hours after being notified of the issue.
Resolution Time: We will provide a fix and publish to our production environment within 24 hours after our first response regarding the issue.
Definition: An outage or a bug that impacts a few users and a few people across multiple clients interacting with any one of our Apps.
Response Time: We will provide an update within 24 hours after being notified of the issue.
Resolution Time: We will provide a fix and publish to our production environment within 1 week after our first response regarding the issue.
Note: These are our standard service level agreements and overall handling of bugs in our platform. We strive to provide quicker response times and have been known to patch bugs within minutes after identifying it.
All other requests may be ignored. If you need additional assistance, contact your account representative to learn about our Business Continuity plans.
Our support staff is available to support your needs based on a few rules:
The highest priority for our support team are Severity 1, 2 and 3 tickets, which relate directly to outages.
Our staff is then available to respond to any client specific needs for up to 90 days after the launch of a project (launch starts the day your solution is available to the public with an active home page).
Any additional requests may not be replied to unless you have an additional SLA in place with PeopleVine. If you need additional assistance, we provide free resources at https://peoplevine.com/support.
Please Note: our support staff does not have the ability to make modifications to your website, except for modifications to your site navigation. They will provide you with tutorials or a live walkthrough via our weekly orientation and webinar sessions. If you need hands on assistance, you can signup for a service appointment or contact your sales rep to setup a statement of work.
App: This is our PeopleVine API, PeopleVine Control Panel or PeopleVine Portal.
Downtime: The total accumulated minutes, across all apps deployed by Customer , during which the App is unavailable. A minute is considered unavailable for a given App when there is no connectivity between the App and general world wide web.