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  • Availability
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  • Service Level Agreement
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Service Level Agreement

Availability

Support Hours. USA 8:00am through 7:00pm PST. After hours support is only available for Priority 1 (defined below) issues where Customer’s business is severely impacted.

Sentinel Holidays. New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving & day after, and Christmas Day & Day After Christmas on occasions when adjacent to a weekend.

Support Contact Information. Email support requests should be sent to support@sentinelsoftware.com.

Support Services:

Connectivity - Error corrections and Updates as further described below.

Compatibility - Sentinel will endeavor to ensure that the Software supports new releases of PeopleSoft (beginning with version 9.0) and will use commercially reasonable efforts to provide Updates for such Software within 6-18 months of general availability, dependent on the complexity and cost of such migration and any constraints imposed by Customer.

Service Level Agreement

Sentinel shall use commercially reasonable efforts to provide Error correction in accordance with the Response and Resolution Schedule below. In case Sentinel is only able to provide a temporary workaround within the Resolution timeframe as shown below, Sentinel shall use commercially reasonable efforts to follow up with a permanent solution no more than two (2) weeks after the time the Support Request was submitted by Customer. Customer acknowledges that there may be occasions where a permanent Resolution may be embedded in a scheduled release pack, delivery of which may extend beyond such two (2) week duration. Sentinel will communicate any such exceptions to Customer on a timely basis. Where technically feasible and mutually acceptable, a permanent Resolution may be “backported” to Customer.

Response and Resolution Schedule - Sentinel will assign a priority level to each Error and address according to the response and resolution targets below:

Priority 1 - Critical Impact

  • Mission critical business function is impacted and justification is provided. No work around is available.

  • Sentinel will provide Customer with an assessment and written action plan detailing the proposed method of Resolution and the time schedule for delivery of a correction. Sentinel will provide Customer with updates on the Resolution progress at regular intervals during the action plan time schedule.

  • Sentinel will provide a formal root cause analysis report to Customer for all Priority 1 issues within ten (10) business days after the Error is resolved.

  • Response and Resolution: Forty-Eight (48) hour Response, Five (5) day Resolution.

Priority 2 - Severe Impact

  • Errors that disable major functions in the Software. Customer’s ability to perform tasks is significantly impeded. The Error may be repetitive in nature and impacts timely performance of tasks. Software functions are impacted. No work around is available.

  • Response and Resolution: Forty-Eight (48) hour Response, Ten (10) day Resolution.

Priority 3 - Degrading Operations

  • Errors disabling only certain nonessential functions in the Software as described in the Documentation. Customer can still perform basic functions. Impact is confined to inconvenience and negligible impact on ability to perform tasks. A reasonable work-around exists or Customer can wait for the next scheduled Update for a fix.

  • Response and Resolution: Forty-Eight (48) hour Response, Fifteen (15) day Resolution.

Priority 4 - Minimal Impact; Enhancement Request

  • Support Requests will be addressed on a case-by-case basis and Sentinel will advise Customer if such request will be reflected in the next Software release.

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Last updated 2 years ago