SLA: Moodle™ Support
Coverage and Terminology
This Service Level Agreement (SLA) applies to you ("customer") if you currently hold a Moodle™ support contract ("service") with Pukunui Technology either by virture of a Supported Moodle™ Hosting Account Package or as a stand alone contract for remote Moodle™ support, and your account is current (i.e. not overdue).
As part this Service Level Agreement PUKUNUI TECHNOLOGY ("Pukunui") will:
- Provide monthly upgrades of the Moodle™ Instance to the last Build Release available.
- Security fixes and bug patches as they become available
- Daily backups (for hosted sites) with rolling 7 days stored on remote backup servers
For all other issues relating to the support of a Moodle™ Instance, the following service levels will apply:
Priority I Errors
Description: A Moodle™ instance is not available or consistently fails to respond within 30 seconds from the time a properly-formed request is sent.
Response:
- On the same day, Pukunui will acknowledge the problem report, and notify the Client that the problem has been reported.
- By the next business day, Pukunui will assign staff to correct the error and communicate to the Client the steps that will be taken to correct the error;
- Pukunui will use best efforts to provide a solution as promptly as possible.
Priority II Errors
Description: Program errors that prevent some functionality or process of the Moodle™ CMS instance from working as intended and that substantially and adversely impact the overall performance or use of the Moodle™ CMS instance.
Response:
- By the next business day, Pukunui will acknowledge the problem report, and notify the Client that the problem has been reported;
- Within five business days, Pukunui will assign staff to investigate the error and communicate to the Client the assessment of the error;
- Pukunui will make accessible the status of priority II errors in the ticket-tracking system for this project;
- Pukunui will use best efforts to provide a solution for any problems related to the configuration or implementation work done by Pukunui, and a solution for any other problems if available from the relevant open source community, within one week or otherwise as promptly as possible.
Priority III Errors
Description: Program errors that prevent some functionality or process of the Moodle™ CMS Instance from functioning as intended that do not seriously affect the overall performance or use of the Moodle™ CMS Instance.
Response:
- By the next business day, Pukunui will acknowledge the problem report, and notify the Client that the problem has been reported;
- Within five business days, Pukunui will assign staff to investigate the error and communicate to the Client the assessment of the error;
- Pukunui will make accessible the status of priority III errors in the ticket-tracking system for this project;
- Pukunui will use reasonable efforts to provide a solution for any problems related to the configuration or implementation work done by Pukunui, and a solution for any other problems if available from the relevant open source community within three weeks or otherwise as promptly as possible.