This Service Level Agreement ("SLA") sets forth the service level and performance standards for the business software and the technical support services provided by Helix Software Technologies Corp. ("Helix Software", "the Company" or “Service Provider”). This SLA applies to all Editions of SME Journal Subscription Services. This SLA forms the basis for our guarantee to deliver appropriate service levels to our customers.
SME Journal shall strive to provide professional services that fully meet the needs of our customers during agreed hours of operation. All members of our staff will be tertiary qualified and have received comprehensive training to ensure that they can perform their assignments in an effective and professional manner. They will possess relevant and current industry experience.
This SLA only covers SME Journal’s subscription service, its guaranteed uptime, and its response to Level 2 Support provided directly by SME Journal. Please refer to your agreement with your SME Journal Service Partner for Level 1 Support. Level 3 support is provided by Helix to SME Journal and is out of scope of this agreement.
Customer responsibilities and/or requirements in support of this Agreement include:
I. Payment of all subscription services as agreed upon within the Customer Engagement Agreement.
II. Adherence to the Terms and Conditions for SME Journal.
III. Reasonable availability of customer’s representative(s) when resolving a service related incident or request.
Dates and Reviews
This Agreement begins on the Commencement Date indicated on the Customer Engagement Agreement with Helix Software .
These terms will be fixed for the term of your Agreement. If a subscription is renewed, the version of this SLA that is current at the time the renewal term commences will apply throughout the renewal term. We will provide at least 90 days' notice for adverse material changes to this SLA. You can review the most current version of this SLA at any time by revisiting this page.
This SLA and any applicable Service Levels do not apply to any performance or availability issues:
I. Due to factors outside SME Journal’s reasonable control (for example, a network or device failure external to SME Journal’s data centers, including at Customer’s site or between Customer’s site and SME Journal);
II. That resulted from Customer’s use of hardware, software, or services not provided by SME Journal as part of the Services (for example, third-party software or services purchased from Helix or any other vendor);
III. Due to Customer’s use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with Helix Software ’s published documentation or guidance;
IV. That resulted from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
V. Caused by Customer’s use of the Service after SME Journal advised Customer to modify its use of the Service, if Customer did not modify its use as advised;
VI. That resulted from Customer’s attempts to perform operations that exceed prescribed quotas or that resulted from SME Journal’s throttling of suspected abusive behaviour; or
VII. Attributable to acts by persons gaining unauthorized access to SME Journal’s Service by means of Customer’s passwords or equipment or otherwise resulting from Customer’s failure to follow appropriate security practices.
SME Journal Subscription Services has a 99.5% uptime for all our customers calculated on a monthly basis.
If SME Journal fails to meet its obligations under this SLA, where service uptime falls below the stated value of 99.5% calculated on a monthly basis, a customer would, upon request within 30 days, be entitled to a credit to their service on the following basis:
SME Journal L2 support services will be available on all days of the year except public holidays. Customers should begin their software and service support queries with Level 1 Support from their Helix Software partner Advisor and/or internally trained IT support. If Level 1 Support is unable to provide the required resolution for the customer, Helix Software can provide Level 2 support at a fee.
Our Level 2 Support services include the following:
I. Please visit HelixCAS How-To-Tutorials
for the most up-to-date video tutorials.
II. Email support is available to all customers at email@example.com
Response time will take up to 48 hours during a regular business day of 8:30AM to 5:00PM GMT, Monday to Friday. Emails received outside of office hours will be collected; however, no action can be guaranteed until the next working day. Please note this Response time refers to the time it takes SME Journal to begin working on a problem rather than the resolution of said problem.
III. Direct phone support is available at the rate of $35 per every 10 minutes during regular business hours of 8:30AM to 5:00PM, Monday to Friday. Available only for Standard and Premium Edition customers.
Support Service Requests
In relation to support services outlined in this Agreement, SME Journal will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
I. 1 hour during regular business of 8.30AM to 5.00PM GMT, Monday to Friday for issues classified as critical
II. 2-4 hours during regular business of 8.30AM to 5.00PM GMT, Monday to Friday for issues classified as High priority.
III. Within 24 hours during regular business of 8:30AM to 5:00PM GMT, Monday to Friday for issues classified as Medium priority.
IV. Within 48 hours during regular business of 8:30AM to 5:00PM GMT, Monday to Friday for issues classified as Low priority.
V. Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
Upon receiving notification of a Level 2 issue of Critical Priority, the issue will be immediately escalated to the Practice Manager, or in their absence a Director, the CEO or other senior staff member acting in the role.
SME Journal will use our reasonable discretion to determine what level of severity a particular issue is given.
The Customer will be made aware of this determination and will be kept advised either by phone or via SME Journal website, of progress being made on finding a resolution.
Right of Termination
SME Journal recognises that it provides services that are critical to our customer’s business. If the Service Provider consistently fails to meet the service levels described within this Agreement, the Customer may terminate its entire Engagement with the Service Provider.
This document, outlining the Service Level Agreement between SME Journal and the end user of the service.
A paid user of the service provided by SME Journal
SME Journal –
A service provided by SME Journal Pty Ltd
A business (IT Partner, Accounting Firm) who provides the regular support of SME Journal to the customer.
Helix Azure –
The Helix hosting platform upon which Helix Software is built.
Level 1 issue –
An issue that is resolved by a change in configuration or data that can be made by either the Customer or a Partner.
Level 2 issue –
An issue that is only resolvable by a code change by SME Journal Pty Ltd
Level 3 issue –
An issue that is only resolvable by a code change to the kernel provided by Helix