eBiz Service Level Agreement


Revision: 1.1
Created: 9th March 2015

SERVICE LEVEL AGREEMENT FOR THE EBIZ INTRANET

The agreement covers the provision and support of the eBiz Intranet.

This agreement remains as valid until revised, and will be reviewed annually, with further reviews in the case of a breach of this agreement. There is a section for mutually endorsed minor changes at the end of this document.


Service Description

The eBiz Intranet consists of a web-based intranet/extranet system, which provides the Customer (its partners/members/subsidiaries, and vendors) access to contact information, company information, a calendar, a document management system, modular purchasing agreements, turnover figures, rebate calculations, group and individual partner earnings, and rebate distributions. It may also cover other services on a per-client basis.


Service Support Hours

Customers can expect support for the service to be available during all regular business hours. All times listed are for GMT.

Regular hours: Monday - Friday, 9:00 A.M. to 5:00 P.M.

Support cannot be expected on weekends or on all holidays that the bank observes.


Customer Support

The point of contact for users will be through the Service Desk.

Phone: 08448 045 046.

E-mail: support@ebiz.uk

Incident resolution will happen 95 percent of the time in fewer than 48 hours for nominal incidents, and within 1 hour for complete outages of the service.

For critical service issues, subjects must contain the word “Critical” for them to be expedited as a critical issue for a 4 hour response time. Critical issues will be acknowledged by receipt within 1 hour.


Service Availability

Required availability for these services is 99.9% uptime, not counting planned maintenance times, which occur during the following maintenance windows:

Daily: 4-5am.

Weekends 1am-5am.

The 99.9% availability metric will be measured by a rolling 6-month period.


Reliability

The service is guaranteed not to break more than 3 times per year. A break is defined as the loss of access to a vital business function that exceeds the 4 hour critical issue window.

The service is also guaranteed not to exceed 6 critical issues per year. If this threshold is reached, a review of all critical issues will be required.


Service Performance

Designed for high performance, the intranet should not keep the user waiting for response to an input for more than an average of 1 second out of any ten-minute window. Any failures must be reported to the Service Desk for incident resolution. Current service levels can be viewed at all times on our website: http://ebiz.uk/bugs/stats


Backup and recovery

Incremental backups of data are taken at 5 minute intervals and are used solely for disaster recovery, to ensure any data loss (in the event of catastrophic failure) is minimal.

Daily full backups are taken at 1am every night, and are stored for 14 days in a fast restore location, before being “frozen” in near-line storage backup facilities for a further 14 days, giving a full 28 days of full daily backups. Full monthly backups are taken on the 1st of each month, and are stored for 12 months, and are also frozen and stored in near-line storage.

Restoration of backups for data mining (i.e restoring backups to view individual records or small groups of records) is available for a one-off fee of £95 per backup. Backups stored in near-line storage (anything over 14 days) can take up to 12 hours for a restoration, and as such as subject to a £145 one-off restoration fee.

Extra backups are available, at any increment and can be kept for any length of time, at a cost of £1 per Gb per backup.


Security

Strong passwords must be used to access all services. Strong passwords are defined as having more than eight characters, not matching standard “dictionary” definitions, and having at least two of the following four characteristics:

  • Two or more numbers
  • One or more punctuation marks
  • One or more symbols
  • Fewer than three of the same characters consecutively

Service Reviews

Reviews of the service will be conducted by eBiz in conjunction with the Customer at least annually, as well as after a major outage or change.


Testing & Development

Issues reported as service issues will be added to incremental releases and will be patched automatically, and tested by eBiz without the need for sign off from the Customer. All major release will be tested using our testing guidelines, which you can view here.


Release schedule

In order to maintain the service and reliability level commitments highlighted within this SLA, major and minor version updates will be scheduled for quarterly release. New features and functionality can be requested and voted for using our feature request form (http://ebiz.uk/bugs/feature/create). Priority for new features and functionality will be based on votes, perceived mutual benefit, and by funding sponsorship.

Major version releases will be released to a new server cluster. Clients have a 30 day window to migrate to ensure minimal disuption.