Expressa Service Level Agreement
Table of Contents
Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between MP Companies, LLC (“Service Provider”), and you (“Customer”) for the provisioning of IT services required to support and sustain the software. By downloading or using the Software, or by otherwise indicating your acceptance of this Agreement, you are agreeing to be bound by the terms of this Agreement. If you do not or cannot agree to the terms of this agreement, please do not download or use the software.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the parties.
This Agreement outlines the parameters of all IT services covered, as they are mutually understood by the parties. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
Purpose
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer by the Service Provider.
Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
Service Scope
The following Services are covered by this Agreement (the “Services):
- Initial Training Sessions. The Service Provider will provide two virtual training sessions to the Customer. Each session will take between 90 and 120 minutes, depending on each case.
- In the first session, the Service Provider will explain general aspects of the software, the support documents and will create a test project with the Customer.
- In the second session, the Service Provider will solve doubts that Customer may have after the first session.
- Support Sessions. The Service Provider will provide support sessions to facilitate Customer the use of the software.
- For annual licenses, Customer has the following time available for the provision of Support Sessions:
– First 2 months of license: 15 hours of Service available.
– After the second month of license: 4 non-cumulative hours of Service available per month. - For monthly licenses, Customer has the following time available: 2 non-cumulative hours of Support Sessions available per month.
- Updates of the Software. Updates include new features of the software developed by the Service Provider. The Service Provider will not provide updates related to new hardware if the Customer changes the hardware required to run the software.
- Bug Fixes. The Service Provider will provide bug fixes for programming bugs that create errors with system implementation.
- Support for Incidentals. The Service Provider will provide support for incidentals directly related to the software. Any incident related to the operating systems, the network, electrical system, or any other contingency not related to the software is not covered by this SLA.
Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
- Reasonable availability of customer representative(s) when resolving a service-related incident or request.
- Internet connection to access the login servers through TCP 443 port.
- Comply with the following hardware requirements for laptop or desktop computer:
- Processor: Intel I7 8th generation or higher
- Ram: Recommended 32gb
- SSD Disk: Recommended 2 Tb
- Graphics Card: Recommended Nvidia RTX 3080
- Operating System: Windows® 10 64-bit
Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include meeting response times associated with service-related incidents.
Service Assumptions
Assumptions related to in-scope services and/or components include: changes to Services will be communicated and documented to all parties.
Service Availability
From 12:00 to 20:00 GMT, Monday to Friday. During the hours in which the business is conducted (“Business Hours”).
- Email support:
- Emails received outside of Business Hours will be collected; however, no action can be guaranteed until the next working day.
- Support email address: support@expressa.studio
- Remote assistance through Video Conferencing System. During the provision of Services, Customer or Services Provider may need to share screens to facilitate the provision of Services. Customer agrees to give prior written consent to Service Provider to provide the Services through Video Conferencing System and share mutual screens.
Services Request
In support of Services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:
- 8 Business Hours for login issues.
- 24 Business Hours for bugs that prevent Customer from using the software.