SurePassID Customer Service Level Agreement (SLA)

SurePassID offers two levels of support service, Gold Coverage and Silver Coverage, in which the customer’s internal support staff serves as first-level support and SurePassID serves as second-level support. Gold Coverage and Silver Coverage are offered for the duration of the MFA Software Subscription Agreement.

1.   Service Scope and Levels of Service

There are two levels of service available from SurePassID. Each coverage level provides a specific level of support service, as defined below. A customer must select only one level of service for the purchased software licenses. All SurePassID products purchased by a customer must be on the same coverage plan.

 

Level of Service

 

Service Scope

Price of Coverage1

Gold Coverage

·     Receive Telephone and Email Support with free remote assistance using online meeting software such as GoToMeeting, where applicable.

·     Receive support for service requests up to Expert Level.

·     Service requests receive the highest level of priority and will be responded to within one (1) to two (2) hours following the submittal of the request (see the following priority and response timetable).

·     24/7/365 support service.

Upgrade fees apply; see quote

Silver Coverage

·     Receive Telephone and Email Support with free remote assistance using online meeting software such as GoToMeeting, where applicable.

·     Receive support for service requests up to Advanced Level.

·     Service requests receive a higher level of priority than Bronze service requests and will be responded to within one (1) business day following the day of the request.

Included

1Technical Support Plans are only available for eligible products. No support, including e-mail support, is available for discontinued or end-of-life products. However, SurePassID will provide end-of-life notices to allow adequate time to migrate to newer versions of eligible products. If the client cannot migrate to the new products for any reason, SurePassID will provide a custom support plan to maintain the discontinued product for a period of 1 year.

1.1.   Priorities for Services Components

The following tables summarizes priorities for services components:

Description of Incident

Priority Assigned

Service interruption, security issue or major network degradation which impacts ability to access the Service

1, High, Alarm

Service degradation, technical challenges, and other functional difficulty

2, Medium

Bug acknowledgement meetings, non-critical technical questions, and consulting

3, Low

 

Incident Priority

Required Action

1, High, Alarm

2, Medium

3, Low

Open incident in support system and begin problem resolution

Target 30 to 60 minutes.

Target 2 to 8 business hours

Target 1-2 business days

 

2.   Service Availability

2.1.   Telephone support:

  • Customer support number: 1-888-200-8144 ext. 2
  • Silver Plan Telephone support business hours: 8am – 8pm US Eastern Time, Monday – Friday (“Office Hours”) except on SurePassID holidays.
  • Customer support calls received from Silver Coverage Customers during Office Hours will be attended to by the first available SurePassID Representative.
  • Customer support calls received from Silver Coverage Customers outside of Office Hours will be considered received on the business day in which Office Hours are next resumed. Such calls will be forwarded to an automatic voice system and best efforts will be made to respond to the call within the time period specified in the applicable Service Scope.
  • Customer support calls received from Gold Coverage Customers will be connected to the first available Support Provider Representative during or after Office Hours, 24/7/365.

2.2.   Email support:

  • Customer support email address: helpdesk@surepassid.com or https://support.surepassid.com
  • Email support business hours: 8am – 8pm US Eastern Time, Monday – Friday (“Office Hours”) except on SurePassID holidays.
  • Customer support emails received from Silver Coverage Customers during Offices Hours will be attended to by the first available SurePassID representative.
  • Customer support email received from Customer outside of Office Hours will be considered received and collected on the business day in which Office Hours are next resumed. Best efforts will be made to respond to the email within the time period specified in the applicable Service Scope.
  • Customer support emails received from Gold Coverage Customers will be attended to by the first available Support Provider Representative during or after Office Hours, 24/7/365.

3.   Services beyond the Service Scope

Services not covered under the Service Scope of a particular Level of Service may be provided on a fee per-use basis. Estimated fees for individual services are listed in the following table:

 

Type of Service

Service Credits Price1

Installation Support

$500 per three (3) hours

Engineering Services

$250 per hour

All fees are calculated in one (1) hour increments after an initial two-hour minimum, plus travel expenses (if involved).

1Service Credits must be purchased before services are provided. Service Credits can be purchased on the SurePassID website at www.surepassid.com or by calling 1-888-200-8144. The price of services not listed above will be determined and quoted by a SurePassID representative after discussion with customer. All prices subject to change without notice.

Discounts and special pricings do not apply to Service Credits or any services charged at an hourly rate.

4.   Customer and SurePassID Requirements and Responsibilities

  • Customer
  • Ensure reasonable availability of representative(s) to communicate with SurePassID while resolving a service-related request during Office Hours.
  • Provide full payment for all Service support costs within the agreed interval.
  • Applying software maintenance in timely fashion.
    • SurePassID
  • Meet Level of Service response times associated with service-related requests.
  • Provide appropriate notification to Customer for all scheduled maintenance requirements.
  • Provide quarterly software maintenance releases.
  • Communicate changes to services and service provisions in documented and timely manner.

Last Updated: December 3, 2020

 

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