Environment
Customer will be able to access the Service only by using a standard Web Browser like Google Chrome 20+, Internet Explorer 8.0+, Mozilla Firefox 20+ over the internet (and their respective updated/upgraded versions) over the internet.
Hardware
The hardware required to provide the Services will be located in a data center which have facilities like Multiple Carrier’ link to the Internet, Backup Power Supplies, Climate Controlled Air Conditioning, Raised Floors for Cabling and Electronic Security Systems.
Uptime
The Company shall use commercially reasonable endeavours to make the Services available twenty-four (24) hours a day, seven (7) days a week, with an uptime guarantee of 99.9% except for:
planned maintenance carried out during the maintenance schedule from time to time; and
unscheduled maintenance performed outside normal business hours, provided that the Company has used reasonable endeavours to give the Customer notice in advance.
Support & Service Levels
Zipteams will respond to and resolve issues as per the timelines given in the issue resolution matrix. This could be any query that the admins of a Customer raise via an email to (1) their designated point of contact at Zipteams or (2) info@Zipteams.com.
On-site support is not included and any out-of-scope work shall be subject to Company's standard man-day rate.
Issue Resolution Matrix
Every issue reported by a client will be classified by their designated point of contact at Zipteams under one of the following categories and resolved as per the following timelines:
*: An incident is considered resolved when a reasonable and functional solution has been implemented to restore the user experience to its pre-incident condition. This resolution may take the form of a permanent fix that fully addresses the root cause, or alternatively, it could be a temporary workaround that mitigates the impact while a more comprehensive solution is developed and deployed at a later time.
Issue Priority
Response Time
Resolution Time*
Definition
P1 – Critical
60 minutes
3 hours
P1 issues are critical where attention is required immediately. Security, availability, legal liability issues or storage issue (data loss or corruption); a resolved bug which is re-opened or functionality affecting almost all users.
P2 – High
12 hours
Functionality affecting significant number (∼50%) end users or permission holders/admins, integration issues with other systems
P3 – Normal
120 minutes
48 hours
Functionality affecting limited number of end users, aesthetics, typographical errors.
Backend tasks
7 business days
Back end jobs and workaround activities which are not directly related to the functionality of the product and have to be executed by the Company's Tech Team by writing a bespoke script from the back end.
Elaboration & Instances
System is down without prior notice
Not able to conduct meetings
Security concerns or breach
Data loss or corruption of the data
Issues which affects the existing functionality after every release
Configs are not getting applied as per the setups
Adhoc meeting issues with audio, video, screen-sharing etc
Functionality break affecting more than 50% of users
Any integration issues where our system fail to push the data to other systems
UX/UI issues
Spelling corrections
Any issue specific to few users
Zipteams Escalation Matrix for any assistance or queries
Level
Point of Contact
Contact Information
Escalation Context
L1
Support Team
9653198284 - WhatsApp/Dedicated WhatsApp Group
First POC
L2
Account Manager
WhatsApp Group
After 12 hours
L3-Technical Escalations
Akash Chatterjee
For technical issue escalations
L3-Any Escalations
Siddhartha Srivastava
9594020552
For unresolved assistance/escalations beyond 24 hours
Please note :
Response/Resolution timelines are stated with reference to the time an issue is reported
Response/Resolution timelines are for weekdays Mon-Fri 10 AM - 7 PM IST except for P1 issues where timings and team availability will be 24*7.
Every issue is to be reported by the client via e-mail to their designated point of contact at Zipteams or support@zipteams.com.
On-site support is not included and any out-of-scope work shall be subject to Zipteams's standard man-day rate.
Based on priority, issues are automatically escalated by Zipteams’s internal systems to the Customer’s Customer Success Manager who shall take further actions to expeditiously resolve the request.
While the SLA will hold true for reporting and escalations, Zipteams is committed to resolve business critical issues for its clients at the earliest to ensure business continuity without any blockers. A client can reach out to their designated Customer Success Manager to to escalate an issue, if required.
* Performance of back end tasks is subject to technical feasibility and risk assessment. Company shall not be obliged to do every back end task within the given timeline of 7 business days.
Certain conditions
Zipteams shall not be obligated to provide the support service if -
the reported error was caused by changes in program parameters or other user adjustable features;
the error results from operator error, errors in customer data or software not supplied by company or use that is not in accordance with the documentation;
the customer has failed to pay any required fee or is otherwise in default of the agreement between customer and Zipteams;
to the extent, if any, that the service is third party software (such as operating systems or third party data or applications), it is acknowledged that the level of support provided by such third parties may impact company’s performance of such services.
support service will not be applicable if the third party is engaged by the company.