This SLA covers the sites and applications that make up the Agility Content Management Suite.  This does NOT include the applications and websites that call API’s to connect to Agility in any way.

Agility Components

Details

Agility Content Manager

Health Check
  • IP Monitoring for availability
  • Real time alerts on application errors

Agility Content Server

Health Check
  • IP Monitoring for availability
  • Real time alerts on application errors

Backups
  • Daily onsite and weekly offsite backup of your content

Agility User Generated Content Server

Health Check
  • IP Monitoring for availability
  • Real time alerts on application errors

Backups
  • Daily onsite and weekly offsite backup of your content

Agility Framework

Health Check
  • Contact the framework every 30 mins to make sure that the site is up and the framework is functioning properly
  • Note that this is on top of the checks that the hosting provider is completing on the website

Upgrades
  • The Agility Framework will only be upgraded during scheduled maintenance windows.

 

Outage Response and Escalation

Outage response and escalation defined in this document applies to the above Agility Components (“Agility”) only.  The escalation and outage response for your website(s) is not included in this SLA – you should discuss this with your hosting provider. 

 

An outage is defined as a period of 5 minutes or more where Agility is unavailable from a browser or through its API’s with an internet connection due to an error or system issue within Agility’s hosting environment or software.  All outages must be verified by Agility Inc before the following response will begin.  Outages caused by the Customer’s own network, or issues with general internet accessibility, are not covered.

Daytime: 8:00 AM ET – 8:00 PM ET

After hours:  8:01 PM ET – 7:59 AM ET

Diagnosis

Agility Inc support will verify the outage within 15 minutes of an outage being triggered (site is unavailable for 5 minutes)

Agility Inc support will verify the outage within 30 minutes of an outage being triggered (site is unavailable for 5 minutes)

Response Stage

Agility Inc support will remedy the issue within 30 minutes.

 

If a remedy requires an additional hardware component that is not on site at the data centre, the appropriate hardware vendor will be notified and a time to remedy will be given within 60 minutes.

Agility Inc support will remedy the issue within 60 minutes.

 

If a remedy requires an additional hardware component that is not on site at the data centre, the appropriate hardware vendor will be notified and a time to remedy will be given within 90 minutes.

Incident Reporting

Agility Inc support will submit an incident report indicating the cause of the outage, the damage if any and the steps taken to avoid a similar outage in the future.


The report will be submitted within 3 business days.

Agility Inc support will submit an incident report indicating the cause of the outage, the damage if any and the steps taken to avoid a similar outage in the future.



The report will be submitted within 3 business days.

 

Escalation

The following escalation path should be followed when reporting an outage with Agility.

Contact Method

Details

1st Line

Any time of day

2nd Line

Daytime: 8:00 AM ET – 8:00 PM ET
  • Technical support line: 416.591.2500 x2
  • Response should be immediate
  • If the support line does not respond, call our main line and ask for technical support: 416.591.2500

After hours:  8:01 PM ET – 7:59 AM ET
  • Email support@agilitycms.com
  • Response should be provided within 60 minutes
  • If you have a dedicated support plan, please contact your dedicated support Rep.

 

Penalties

Penalty payments related to any breaches of the commitments made in the SLA will be deducted from the next invoice to Client.  Scheduled maintenance does not constitute an “outage” and is excepted from uptime percentage calculation.  We will make reasonable efforts to notify you in advance of scheduled maintenance periods.  The penalty provided in this SLA is your sole remedy for outages, other than termination of your agreement with us, if available as a remedy, To claim a credit under this SLA, you must make a written claim to Agility Inc within 30 days of the end of the month in respect of which the credit is claimed.

 

Monthly Uptime Percentage

Service Credit*

<99.9%

10% of monthly fee

<99%

25% of monthly fee

 

Change log:

Created March 11th, 2011

Updated December 8th, 2011