WHEN IN PRODUCTION ENVIRONMENT
ABOUT YOUR OPTIMA SERVICE LEVEL AGREEMENT
Purpose
This communication summarises your Service Level Agreement (SLA) for supporting scheduling activities in your Optima LRMS® Production environment.
It also describes procedures for raising a ticket and testing new updates.
For more information, refer to your company’s signed copy.
Procedure for Raising a Ticket
Optima Champions
While all users of Optima LRMS® have free access to the knowledge base and ticketing system, only a small group should be responsible for interacting with Optima support services on all requests.
Those responsible for interacting with Optima support services should serve as the Optima Champions, the internal point of contact for other users, and be able to resolve some issues as first-line support.
Priority and Severity levels
Tickets should be raised by Optima champions according to the priority and severity levels described in the table below, which determine the corresponding response time.
Tickets should be submitted through the Zoho ticketing system or directly to customercare@optima.life.
Covered By SLA | Priority | Severity | Definition | Impact | Urgency | Response Time Business hours |
✔️ | High | Level 1 | System / site down | High | High | 4 |
✔️ | Medium | Level 2 | Critical Business function unresponsive or malfunctioning | High | High | 8 |
✔️ | Low | Level 3 | Function unresponsive or malfunctioning but workaround is available | Medium | Medium | 12 |
| None | N/A | Any situation not covered by SLA* | N/A | N/A | Upon availability |
* Tickets to the Optima support service can also be raised for other purposes, such as:
- Request for information
- Requests related to Master Data (investigation, download, upload, editing, etc.)
- Request for a new feature
- Any other item
These tickets are considered based on customer care availability.
Request for new feature may be directed to your Optima project manager for clarification, evaluation, and potentially commercial offer.
Closing Ticket
Once response has been provided from Optima Customer care, the tickets is flagged as “Waiting for customer feedback “ and will be closed in 2 working days if not feedback is provided.
Customer Care intervention while solving ticket
The Optima team might need to intervene to your test environment in order to reproduce the issue reported and identify the root cause.
Your production environment data are not to be manipulated by any member of Optima.
Procedure for Release Update
Once new updates are communicated via Release Notes, the changes can be found in your Test environment for the Optima Champions and a limited number of users to test and become familiar with them. If additional support or clarification is needed, a training session can be provided.
The communication also includes an indication (a matter of weeks) of when the Production environment will be updated.
System Service Performance
System Availability
The Service data centre facility is a 7 day a week, 24 hours a day operation and, with the exception of Excusable Downtime (as defined below), Optima will endeavour to provide minimum system availability of 99.95%
Excusable Downtime
The following categories comprise Excusable Downtime and are excluded from the Availability Standard referenced above.
(a) Scheduled Maintenance
Operating system and infrastructure maintenance is scheduled on a monthly basis, typically on the first Saturday of every month. Feature and functionality updates will occur quarterly or annually, depending on Client’s selected upgrade path. Optima will take commercially reasonable measures to notify Client in advance of the timing and anticipated duration of quarterly updates.
(b) Emergency Updates
Optima may need to make emergency updates to address security, privacy, legal, regulatory, or third–party hardware and software issues not reasonably foreseeable by Optima or within Optima’s control. In such cases, Optima will apply the update as soon as possible. Client agrees to cooperate with Optima in the deployment of all such emergency updates.
System availability | 99,95% - 7/24 |
Maintenance Window | First Saturday of the month @ 07:00 am – 10:00 am CET |
Disaster Recovery and Restoration
In the event of a system failure, Optima has procedures designed to promote recovery within an expeditious time frame. If a disaster renders the primary data centre inoperable, disaster recovery procedures will be followed.
Recovery Point Objective (RPO) of not more than four (4) hours |
Recovery Time Objective (RTO) of not more than twelve (12) hours |
Optima shall not have any responsibility for any interruptions to access or use of the applications that are caused by acts of God, natural disaster, war or widespread telecommunications disruption, or civil disorder within those recovery objectives.
Client recognizes that such an event may result in partial or degraded service when
restored. Optima will make a substantial and good faith effort, as is customary in the industry and pertaining to existing environmental and political conditions, to restore complete, non-degraded service as quickly as possible.
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