Service Level Agreement

This document outlines OUTLOCKS’ SLA agreement according to the required support levels.

General

This is a Service Level Agreement (SLA) between OUTLOCKS’ certified Partner and OUTLOCKS. This document identifies the required services and the expected level of service provided to each level.

Support Priority

  1. Low: Inquiry for information (for example, system setup, general queries, information requests, etc).
  2. Moderate: A malfunction that doesn’t interfere with the system’s regular operation (for example, only one user has issues unlocking, missing events, etc.).
  3. High: A local access-affecting malfunction (for example, a certain lock cannot be unlocked).
  4. Critical: The system operation is stopped, or a critical local operation is compromised (for example, The system is inaccessible for all users).

Support Tiers

  • Tier 1 – The Partner – basic troubleshooting and guidance for common issues.
  • Tier 2 – The Partner – more in-depth technical support, including configuration assistance and issue diagnosis.
  • Tier 3 – OUTLOCKS – system and functionality support resolution

Note: Before reporting an issue to OUTLOCKS, the Partner should try resolving the issue using their knowledge and experience and OUTLOCKS’ online Knowledge Base. 

Response Time Table

Priority level
Description
Target Response
Low
Inquiry for information
3 business days
Moderate
A malfunction that doesn’t interfere with the system’s regular operation
1 business days
High
A local access-affecting malfunction
6 hours
Critical
The system operation is stopped, or a critical local operation is compromised.
Immediate*

*For issues related to OUTLOCKS’ software & services. For server & cloud services, please refer to the SaaS agreement if applicable.

Partner Responsibilities

  1. The Partner is responsible for tier 1 & 2 support.
  2. The Partner is responsible for keeping the client informed about the issue, the steps for resolution, the progress of the resolution, etc.
  3. The Partner is responsible for forwarding issues to OUTLOCKS Support and follow-up until the issue is resolved.
  4. The Partner is responsible for delivering OUTLOCKS’ solution/report to the client.

Contact Methods

  1. New support queries are submitted using OUTLOCKS’ ticketing system: Clients Support Form. 
  2. Questions, updates, and information: support@outlocks.com.
  3. Support team (Critical issues): +972-52-382-4443

 

Last Update: May 22, 2024