SLA

Shazamme Support and SLA’s 

Support Access:

• 24/7 Chat (preferred)

• Email

Self Help Support

• Academy (video’s and self help) https://academy.shazamme.com/

• Help Documentation - https://support.multiscreensite.com/hc/en-us

• Facebook Community

Support SLA 

• Response time for chat - Instant

• Emergency help 24x7 (Emergency is classed as platform down or not working) 

• If Support need to be converted to a ticket:

  • < 4 hours (high) 

  • 8 hours (Med)  

  • 24 hours (Low)

• Phone Support > yes  

• Tickets can be lodged via email and chat

• DNS and Domain Name Management - not included 

• Design, Development or content updates - This falls outside the scope of support, Shazamme offers a paid for service at $99USD ph.

• Backups are available on the platform for easy self restore 24/7

Platform SLA 

99.95% Network Uptime Service Level Agreement

• Should Shazamme fail to meet this platform availability guarantee, a credit shall be available to the customer, limited to 100% of the monthly fees. For the purposes of this section, Downtime is defined as

• a) an unscheduled outage for a period of time where platform is unavailable due to capacity issues or hardware failure 

• b) no access to the client website.

Availability Minutes Downtime Service Credit

• 100-99.95% < 22 mins  - None

• Below 99.95% > 22 mins 1 day per 1 hour of downtime or part thereof

For purposes of this section, Downtime begins at either 

• a) the time our monitoring system identifies the device has failed 

• b) when the client notifies Shazamme that the platform is down