Encore will provide Client with technical support services within the timeline detailed in the table below to troubleshoot any technical questions or issues it encounters with the Service (“Support Services”). Client may contact the Zii Support Services by email at [email protected].
During the term of the Agreement, Encore will:
A. Use commercially reasonable efforts to make the Services available to Client, through Client’s Portal, 24 hours a day, 7 days a week, except for: (a) planned downtime, of which Encore will give Client reasonable notice (not less than three (3) Business Days) via email to the System Administrator and the Travel Manager responsible for operations and on the Client’s Portal, and which Encore will schedule, to the extent practicable, during low-usage periods as determined reasonably by Encore from time to time or; (b) unavailability caused by a Force Majeure Event;
B. Provide Client with technical support and issue resolution services regarding Client’s use of the Service as per the Service Level Agreement attached to this Agreement; and
C. Provide Customer with the Services or Deliverables set forth in any applicable Statement of Work
Initial Response Time
Technical Support Services | |||
| Priority Level | Description | Response Time |
L1. | High Impact | Degradation of the Service’s performance or excessive disruption of the services. Important features are unavailable with no acceptable workaround. Client’s operations cannot continue to function. | 6 business hours |
L2. | Moderate Impact | Certain features are not available. Acceptable workaround* is available. Client’s operations can continue with a reduced scale. *A short-term process, agreed upon by both parties, that allows for resolution of the problem. | 1 Business Day |
L3. | Low Impact / Inquiry | Low impact to the Client. Acceptable workaround is available. | 2 Business Days |
System Availability Guarantee – Zii Travel Platform™
A. Service Levels: Encore will use commercially reasonable efforts so that the Service meets or exceeds System Availability of not less than 99.5% for each month during the term of the Agreement (the “Service Level Guarantee”).
B. System Availability: In this SLA, “System Availability” means the total amount of time during a month, excluding Excluded Downtime, that the Service is Available, measured as a percentage and calculated as follows:
System Availability = (Total Minutes – Total Downtime)/(Toral Minutes – Excluded Downtime)
C. Scope: The Service Level Guarantee applies separately per country in which Client is using the Zii Services are located. The Service Level Guarantee applies only to the Service and not to any service provided by Third Party Travel Suppliers.
Travel Services – Service Level Agreement
TABLE 3 | |||
Travel Services – Service Level Agreement | |||
Service Level Agreement – Key Performance Metrics |
Expected |
Minimum |
Measurement Window |
Call handling Service Levels during business hours: Response times: Calls answered < 60 seconds (Encore Premium) Calls answered < 30 seconds (Encore VIP) Email Handling Service Levels during business hours: Response times: Emails answered < 4 hours (Encore Premium) Emails answered < 4 hours (Encore VIP) | 80% 90% 90% 99% | 70% 80% 80% 90% | Quarterly Quarterly |
Customer Happiness Rating | 95% | 85% | Quarterly |
