DIMS Support Commitment
Our Service Level Agreement outlines the standards, response times, and procedures for technical support related to the DIMS platform, ensuring clear expectations and reliable service delivery.
Reliable Support
Purpose
This Service Level Agreement (“SLA”) outlines the service standards, response times, and escalation procedures for technical support related to the DIMS platform. It defines the expectations for issue resolution and communication between Datagain and its clients.
Support Channels
Telephone Support
Direct access to the Datagain Technical Support Team during support hours. Calls are first routed to your dedicated Support Specialist, and if unavailable, to another qualified team member.
Email Support
Ideal for detailed or complex issues that may require escalation to Development or Design teams.
Support Ticket System
Available 24/7 for logging, tracking, and managing support requests.
Support Hours
Standard Support Hours
Monday to Friday, 8:00 AM – 9:00 PM EST
(excluding public holidays).
Extended Support
24/7 telephone, email, and ticket system access for all priority levels.
On-Site Support
24-hour or 48-hour on-site assistance for Priority Levels 1 & 2 is available upon request
Associated costs are outlined in the Price Sheet.
Priority Levels & Response Commitments
Priority 1 – Critical
Complete loss of all service. Emergency situation.
Priority 2 – High
Severe loss of service, operations continue in a restricted fashion.
Priority 3 – Medium
Minor loss of service; inconvenience but operations are not severely impacted.
Priority 4 – Low
No loss of service; minor error, incorrect behavior, or documentation issue.
Escalation Path
If an issue cannot be resolved within the Support Specialist’s capabilities, it will be escalated according to priority level:
Support Specialist
Initial point of contact for all support requests
Technical Support Manager
Second level support for complex technical issues
Product Manager / Development Lead
Involvement for issues requiring code changes or feature modifications
Executive Oversight (if required)
Available for critical situations requiring strategic decisions
Client Responsibilities
To ensure timely resolution, clients should:
Accurate Information
Provide accurate and detailed information when reporting issues.
System Access
Grant necessary access to systems, data, or documentation for troubleshooting.
Point of Contact
Assign a primary point of contact for communication.
Performance Monitoring
Tracking and reporting on SLA adherence
Continuous Monitoring & Reporting
Datagain tracks SLA adherence through internal systems and provides performance metrics upon request.
Exclusions
Situations not covered by this SLA
This SLA does not apply to:
1 External Factors
Issues caused by factors outside Datagain’s reasonable control (e.g., third-party network failures, force majeure events).
2 Unauthorized Modifications
Problems resulting from unauthorized modifications or use of the system outside recommended guidelines.
3 Scheduled Maintenance
Scheduled maintenance or upgrades (advance notice will be provided).
Review & Amendments
Continuous improvement of service standards
Ongoing Service Improvement
This SLA is subject to review and may be amended upon mutual agreement to reflect changes in service requirements or operational needs.