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:

  1. On the same day, Pukunui will acknowledge the problem report, and notify the Client that the problem has been reported.
  2. 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;
  3. 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:

  1. By the next business day, Pukunui will acknowledge the problem report, and notify the Client that the problem has been reported;
  2. Within five business days, Pukunui will assign staff to investigate the error and communicate to the Client the assessment of the error;
  3. Pukunui will make accessible the status of priority II errors in the ticket-tracking system for this project;
  4. 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:

  1. By the next business day, Pukunui will acknowledge the problem report, and notify the Client that the problem has been reported;
  2. Within five business days, Pukunui will assign staff to investigate the error and communicate to the Client the assessment of the error;
  3. Pukunui will make accessible the status of priority III errors in the ticket-tracking system for this project;
  4. 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.

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