Service Level Agreement for Puzzel

Save where otherwise stated, capitalised terms used in this SLA have the meanings given to such terms in the Puzzel Terms and Conditions applicable to this SLA.

1. This SLA describes the support of this Service by Puzzel following the Service Start Date.

2. As defined by the following tables, a Fault has an impact and an urgency which together imply the Priority of the Fault which will be determined by Puzzel, acting reasonably.

Impact

Term Definition
High

The Fault affects either all Agents or all End Users using the Service.

Medium

The Fault affects more than one User or more than one End User using the Service.

Low

Other Faults.

Urgency

Term Definition
High

Application is unavailable and/or the Fault prevents End Users communicating with Agents

Medium

Application is available, but feature is not working as expected and no work around is available.

Low

Application is available, but feature is not working as expected, but work around is available.

Priority

Urgency High Medium Low
Impact
High P1-Urgent P2-Urgent P3-High
Medium P2-Urgent P3-High P4-Normal
Low P3-High P4-Normal P5-Low


3. The Service is unavailable if there is a P1-Urgent Fault which is not caused by a circumstance outside Puzzel’s control including a failure, defect or malfunction of:

  • Customer Equipment
  • Internet connectivity from a User to an Puzzel data centre
  • Voice connectivity from the End User to an Puzzel data centre
  • Voice connectivity from an Puzzel data centre to an Agent or End User
  • Functions or products which involve any form of installation or integration with Customer or third party systems
     

4. Availability is calculated for any measurement period (being a calendar quarter i.e. January to March, April to June etc) as the percentage of the period which the service is Available (i.e. not unavailable as set out in section 3). For this calculation, the Service is deemed to be Available throughout any Maintenance Window which is Notified at least 24 hours in advance (see section 6). 

4.1 The Availability target for the Puzzel Contact Centre Service is 99.99% with the following exceptions;

  • Automated Agent/Chatbot and all Social Media Channels has an Availability target of 99,6%
  • SMS Services has an Availability target of 99,6%
  • Workforce Management has an Availability target of 99,5% measured from 07:00 - 22:00 CET
  • Puzzel Ticketing functionality has an Availability target of 99,9%
  • Puzzel Softphone functionality has an Availability target of 99,9%
  • Co-browsing and Advanced collaboration has an Availability target of 99,8%

5. Support Plans

 

Business Hours Support

Extended Hours Support

24/7 Support

Written Support

Business hours

Business hours

Business hours

Phone Support

N/A

Business hours

Business hours

Emergency

Phone Support

N/A

Extended Hours

24/7

Chat Support

Business hours

Business hours

Business hours

Status Pages

Checkmark

Checkmark

Checkmark

Knowledge Base

Checkmark

Checkmark

Checkmark


5.1 Business hours
Norway: Monday – Friday 08:00 – 16:00 CET
Sweden: Monday – Friday 08:00 – 17:00 CET
Denmark: Monday – Friday 08:00 – 16:00 CET
UK: Monday – Friday 09:00 – 17:00 GMT
Finland: Monday – Friday 09:00 – 17:00 EEST

5.2 Extended Hours
Norway: Monday – Friday 08:00 – 21:00 CET
Sweden: Monday – Friday 08:00 – 21:00 CET
Denmark: Monday – Friday 08:00 – 21:00 CET
UK: Monday – Friday 09:00 – 22:00 GMT
Finland: Monday – Friday 09:00 – 22:00 EEST


6. Maintenance Windows
The schedule for Regular Maintenance Windows for the current year is published at https://help.puzzel.com/announcements/scheduled-maintenance-windows

7. Targets for Faults by Priority are as follows

Priority

Target Hours to Respond to Fault

Target Progress Update Frequency

Target Time to Fix

P1-Urgent 1 hour Every hour 1 hour
P2-Urgent 1 hour Every 4 hours 1 day
P3-High 2 Working Hours Upon Request 2 Working Days
P4-Normal 4 Working Hours Upon Request 5 Working Days
P5-Low 8 Working Hours Upon Request Undefined


7.1 Time to respond is calculated on the basis of Puzzel’s service tool; it is the time from the recorded submit time to when the Fault is recorded as in progress.

7.2 P1-Urgent or P2-Urgent Priority Faults which are reported outside Working Hours must be reported by both phone and in writing by web at https://help.puzzel.com.

7.3 The target time to fix Faults may be subject to availability of an appropriate Maintenance Window to deploy the fix.

8. To contact Puzzel support by phone at any time, call:

  • (DK) +45 70 80 70 80
  • (UK) +44 333 300 0066
  • (SE) +46 (0)8 4000 4000
  • (NO) +47 21 89 89 89
  • (FI) +358 942 72 27 00
  • (BG) +359 2 474 4545

Puzzel can also be contacted by web at https://help.puzzel.com

9. Faults reported by web should include the following details:

  • Customer name and customer number
  • Name, telephone number and email address of the person who reported the Fault
  • Fault details e.g. queues, DDIs, callers affected etc
  • Consequence of the fault
  • Time/date of fault
  • Attachments e.g. fault log, screen print etc.

Faults reported by web outside Business Hours are processed and recorded as submitted the following business day.

10. Change Requests

10.1 All requests for change must be submitted in writing including:

  • Customer name and customer number
  • Change instructions
  • Urgency and go live date/time
  • Any requirements for testing the change
  • Attachments, for example scripts, .wav files, call flows


10.2 Urgent changes request must be followed up with a phone call to Puzzel support.

10.3 A change request is small if it does not impact subscription fees or (in Puzzel’s assessment, acting reasonably) it requires no more than two hours of engineering effort or comprises no more than:

  • One DDI/Queue/Skill
  • Existing position in queue messages applied (up to position 10)
  • No agent exit (to existing queue or message)
  • One time module
  • Queue music
  • Four announcements e.g. welcome, closed, queue and emergency message
  • Statistics update (DDI number and queue added to existing reports)
     

10.4 Following receipt of a change request, Puzzel will assess the change and inform the Customer whether it agrees to such change and whether the change is 'small' for the purposes of this SLA. Puzzel may, acting reasonably, decline any change request. Reasonable grounds for refusal include where the implementation of the change request is not in accordance with applicable law or is not practicable by virtue of the multi-tenanted nature of the Puzzel System.

10.5 The targets for completion of a small change request are as follows:

Urgency Target
Standard Change Completed within 5 Working Days
Quick Change Completed within 3 Working Days
1 Day Change Commenced within 1 Working Day
Urgent Change Commenced within 1 Working Hour


10.6 Targets for completion of change requests which are not small or other consultancy requests are available on request from Puzzel.

10.7 Change requests performed by Puzzel are invoiced as specified in the contract. Puzzel’s standard change prices can be found here: https://help.puzzel.com/announcements/support-change-prices

Published

Wed 19/08/2020 - 11:34

Last updated

Fri 23/04/2021 - 11:31