{"id":2456,"date":"2025-12-03T12:59:21","date_gmt":"2025-12-03T12:59:21","guid":{"rendered":"https:\/\/technoserve.net\/website\/?page_id=2456"},"modified":"2025-12-03T17:15:11","modified_gmt":"2025-12-03T17:15:11","slug":"service-level-agreement-sla","status":"publish","type":"page","link":"https:\/\/technoserve.net\/website\/service-level-agreement-sla\/","title":{"rendered":"Service Level Agreement (SLA)"},"content":{"rendered":"<h1 class=\"wp-block-heading\"><strong>Cloud Digital Signage Solution \u2013 HEXA 2.0 (EasySignage)<\/strong><\/h1><h3 class=\"wp-block-heading\"><strong>Provided by Technoserve<\/strong><\/h3><p><\/p><hr class=\"wp-block-separator has-alpha-channel-opacity\"\/><h2 class=\"wp-block-heading\"><strong>Overview<\/strong><\/h2><p>This Service Level Agreement (SLA) outlines the performance standards, service commitments, and support procedures for the <strong>HEXA 2.0 Cloud Digital Signage Solution (EasySignage)<\/strong> delivered by <strong>Technoserve<\/strong>.<\/p><p>Our goal is to ensure a reliable, secure, and high-performance digital signage service to all clients.<\/p><hr class=\"wp-block-separator has-alpha-channel-opacity\"\/><h1 class=\"wp-block-heading\"><strong>1. Scope of Services<\/strong><\/h1><p>Technoserve provides the following cloud-based digital signage services under HEXA 2.0:<\/p><ul class=\"wp-block-list\"><li>Cloud CMS for content management<\/li>\n\n<li>Playlist and schedule creation<\/li>\n\n<li>Remote device monitoring and control<\/li>\n\n<li>Media storage &amp; cloud backup<\/li>\n\n<li>Real-time publishing and updates<\/li>\n\n<li>User and access management<\/li>\n\n<li>Automatic software updates &amp; security patches<\/li>\n\n<li>Technical support (via email, ticketing, WhatsApp or phone depending on plan)<\/li><\/ul><hr class=\"wp-block-separator has-alpha-channel-opacity\"\/><h1 class=\"wp-block-heading\"><strong>2. Service Availability<\/strong><\/h1><p>Technoserve aims to deliver high service reliability with the following uptime targets:<\/p><figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Service Component<\/th><th>Monthly Uptime Target<\/th><\/tr><\/thead><tbody><tr><td>Cloud CMS Platform<\/td><td><strong>99.5%<\/strong><\/td><\/tr><tr><td>CDN \/ Media Delivery Network<\/td><td><strong>99.5%<\/strong><\/td><\/tr><tr><td>API Services<\/td><td><strong>99%<\/strong><\/td><\/tr><\/tbody><\/table><\/figure><h3 class=\"wp-block-heading\"><strong>Scheduled Maintenance<\/strong><\/h3><ul class=\"wp-block-list\"><li>Announced <strong>at least 48 hours in advance<\/strong><\/li>\n\n<li>Performed during low-usage periods<\/li>\n\n<li>Does <strong>not<\/strong> count as downtime<\/li><\/ul><h3 class=\"wp-block-heading\"><strong>Unplanned Interruptions<\/strong><\/h3><p>May occur due to upstream cloud provider issues or force majeure.<br>Such events are excluded from uptime calculations where applicable.<\/p><hr class=\"wp-block-separator has-alpha-channel-opacity\"\/><h1 class=\"wp-block-heading\"><strong>3. Support Levels &amp; Response Times<\/strong><\/h1><h2 class=\"wp-block-heading\"><strong>Support Channels<\/strong><\/h2><ul class=\"wp-block-list\"><li>Email: support@technoserve.net<\/li>\n\n<li>Phone support (premium only)<\/li><\/ul><h2 class=\"wp-block-heading\"><strong>Support Availability<\/strong><\/h2><figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Plan<\/th><th>Support Hours<\/th><th>Cost<\/th><\/tr><\/thead><tbody><tr><td>Standard<\/td><td>Sunday\u2013Thursday, 08:00\u201317:00<\/td><td>15% of the total Project Cost<\/td><\/tr><tr><td>Premium<\/td><td>24\/7 support<\/td><td>25% of the total Project Cost<\/td><\/tr><\/tbody><\/table><\/figure><h2 class=\"wp-block-heading\"><strong>Target Response &amp; Resolution Times<\/strong><\/h2><figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Severity<\/th><th>Description<\/th><th>Response Time<\/th><th>Resolution Target<\/th><\/tr><\/thead><tbody><tr><td><strong>Critical (P1)<\/strong><\/td><td>System outage, mass device failure<\/td><td><strong>\u2264 1 hour<\/strong><\/td><td><strong>\u2264 6 hours<\/strong><\/td><\/tr><tr><td><strong>High (P2)<\/strong><\/td><td>Core function failure (upload, publishing)<\/td><td><strong>\u2264 4 hours<\/strong><\/td><td><strong>\u2264 24 hours<\/strong><\/td><\/tr><tr><td><strong>Medium (P3)<\/strong><\/td><td>Single device or minor performance issue<\/td><td><strong>\u2264 12 hours<\/strong><\/td><td><strong>\u2264 3 days<\/strong><\/td><\/tr><tr><td><strong>Low (P4)<\/strong><\/td><td>Non-urgent issues or feature requests<\/td><td><strong>\u2264 24 hours<\/strong><\/td><td><strong>\u2264 7 days<\/strong><\/td><\/tr><\/tbody><\/table><\/figure><hr class=\"wp-block-separator has-alpha-channel-opacity\"\/><h1 class=\"wp-block-heading\"><strong>4. Performance Commitments<\/strong><\/h1><h3 class=\"wp-block-heading\"><strong>Content Publishing<\/strong><\/h3><ul class=\"wp-block-list\"><li>Publishing updates propagate to devices within <strong>\u2264 60 seconds<\/strong> (subject to device network stability).<\/li><\/ul><h3 class=\"wp-block-heading\"><strong>Device Monitoring<\/strong><\/h3><ul class=\"wp-block-list\"><li>Devices send a heartbeat every <strong>60 seconds<\/strong><\/li>\n\n<li>Dashboard shows real-time device status<\/li><\/ul><hr class=\"wp-block-separator has-alpha-channel-opacity\"\/><h1 class=\"wp-block-heading\"><strong>5. Data Protection &amp; Backups<\/strong><\/h1><p>Technoserve ensures:<\/p><ul class=\"wp-block-list\"><li>Cloud hosting on secure global infrastructure<\/li>\n\n<li>HTTPS\/TLS encryption for all connections<\/li>\n\n<li>Encrypted storage for media assets<\/li>\n\n<li>Daily CMS database backups<\/li>\n\n<li>Weekly media library backups (hourly optional for enterprise)<\/li>\n\n<li>Role-based access control &amp; user permissions<\/li>\n\n<li>Continuous security patches and version updates<\/li><\/ul><hr class=\"wp-block-separator has-alpha-channel-opacity\"\/><h1 class=\"wp-block-heading\"><strong>6. Client Responsibilities<\/strong><\/h1><p>Clients agree to:<\/p><ul class=\"wp-block-list\"><li>Maintain stable internet connectivity for signage devices<\/li>\n\n<li>Keep devices updated with the latest firmware<\/li>\n\n<li>Use compatible and supported hardware<\/li>\n\n<li>Protect user credentials and accounts<\/li>\n\n<li>Provide accurate information when reporting incidents<\/li><\/ul><hr class=\"wp-block-separator has-alpha-channel-opacity\"\/><h1 class=\"wp-block-heading\"><strong>7. Exclusions<\/strong><\/h1><p>This SLA does <em>not<\/em> apply to:<\/p><ul class=\"wp-block-list\"><li>Issues due to client-side network problems<\/li>\n\n<li>Hardware malfunctions or power outages<\/li>\n\n<li>Failures caused by unsupported third-party devices<\/li>\n\n<li>Custom integrations unless agreed separately<\/li>\n\n<li>Force majeure (natural disasters, political events, etc.)<\/li><\/ul><hr class=\"wp-block-separator has-alpha-channel-opacity\"\/><h1 class=\"wp-block-heading\"><strong>8. Term &amp; Termination<\/strong><\/h1><ul class=\"wp-block-list\"><li>This SLA becomes active when the client subscribes to HEXA 2.0.<\/li>\n\n<li>It remains valid as long as the subscription is active.<\/li>\n\n<li>Either party may terminate the SLA after written notice if obligations are not met within <strong>30 days<\/strong>.<\/li><\/ul><hr class=\"wp-block-separator has-alpha-channel-opacity\"\/><h1 class=\"wp-block-heading\"><strong>9. SLA Updates<\/strong><\/h1><p>Technoserve reserves the right to update this SLA.<br>Clients will be notified <strong>15 days before<\/strong> changes take effect.<\/p>","protected":false},"excerpt":{"rendered":"<p>Cloud Digital Signage Solution \u2013 HEXA 2.0 (EasySignage) Provided by Technoserve Overview This Service Level Agreement (SLA) outlines the performance standards, service commitments, and support procedures for the HEXA 2.0 Cloud Digital Signage Solution (EasySignage) delivered by Technoserve. Our goal is to ensure a reliable, secure, and high-performance digital signage service to all clients. 1. &hellip; <a href=\"https:\/\/technoserve.net\/website\/service-level-agreement-sla\/\" class=\"more-link\">Continue reading <span class=\"screen-reader-text\">Service Level Agreement (SLA)<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2456","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/technoserve.net\/website\/wp-json\/wp\/v2\/pages\/2456","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/technoserve.net\/website\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/technoserve.net\/website\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/technoserve.net\/website\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/technoserve.net\/website\/wp-json\/wp\/v2\/comments?post=2456"}],"version-history":[{"count":2,"href":"https:\/\/technoserve.net\/website\/wp-json\/wp\/v2\/pages\/2456\/revisions"}],"predecessor-version":[{"id":2459,"href":"https:\/\/technoserve.net\/website\/wp-json\/wp\/v2\/pages\/2456\/revisions\/2459"}],"wp:attachment":[{"href":"https:\/\/technoserve.net\/website\/wp-json\/wp\/v2\/media?parent=2456"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}