Service Level Agreement (SLA)
Ref.: connect.speechi.com – Speechi Connect
Last update: 28 June 2024
Introduction
The purpose of this document is to define and clarify the commitments undertaken by Speechi towards its Users through Service Level Agreements (SLAs) which are essential for the use of our services under the best possible conditions. By committing to high standards of reliability and performance, Speechi Connect demonstrates its commitment to excellence and user satisfaction. These SLAs reflect our commitment to providing an uninterrupted high-quality user experience, guaranteeing the availability, performance, and support needed to meet our users’ requirements. By detailing the measures taken to ensure the proper operation of the Speechi Connect platform, this document highlights our determination to build a relationship of trust and to support the success of our users in an ever-changing digital environment.
Availability
Service Availability
Speechi guarantees the availability of its services 24 hours a day, 7 days a week
Availability (actual availability): 99.5%
The service is considered to be available when the methods create a response to a defined request. Availability of the service is measured at the processing centre’s Internet transfer point. The service is considered unavailable when one or more interface methods are unresponsive. This value is set as a percentage of availability over a one-month period, 24 hours a day, 7 days a week. This method of calculation does not take into account the time spent on maintenance. Monthly availability is calculated as follows:
| Total availability VB (minutes) | Nb Days/months x 24 hours x 60 minutes |
|---|---|
| Maintenance WG (minutes) | Maintenance Time (minutes) |
| Net availability VN (minutes) | VN = VB – WG |
| Downtime/ failure time | A |
| Actual availability per month | V = (VN – A) / VN |
In the following text, “service availability” is understood as the actual availability.
Availability Assessment
Service availability is assessed according to the following time intervals:
| Assessment of service availability | 5 minutes |
|---|
Availability is assessed automatically using the interface methods (24h x 7d) at a defined time interval (every 5 minutes). The results are saved for analysis. Availability is assessed at the data centre’s Internet transfer point.
Maintenance
Service Maintenance
The maintenance phase is a period during which services are not accessible or available. It is used to check and improve the service provided to users.
Maintenance Schedule
The maintenance schedules are provided for in the timetable below:
| Schedule for maintenance service with Interruption < 10 min | Tuesday 8pm – 6am |
|---|---|
| Schedule for maintenance service with interruption > 10 min | Wednesday 12 am to 6 am |
| Prior notice (Maintenance with interruption > 10 min.) | 3 working days |
A monthly schedule is set for the maintenance service. WG maintenance time during maintenance periods which may impact the performance of the Speechi Connect platform will be deducted from the total VB availability and will not be considered as a non-performance of the SLA. The impact on performance outside maintenance scheduled times will be included in the calculation of the values measured for the SLA.
For maintenance operations lasting more than 10 minutes, users will receive notification (or prior notice) three days before the interruption. This notification will include the following information:
- Type of maintenance
- Affected systems
- Date and time of operation
- Duration of maintenance
Reaction Times
Definition of Reaction times
Reaction times are defined as follows:
- Reaction time: This is the time lapse between the detection of the problem and the start of its resolution.
- Category A error – critical defect: Service considerably reduced for the end customer, the user cannot use all or part of the solution.
- Category B error – major defect: Slightly reduced service for the end customer, the user can use the solution and the defective functions can be performed using a workaround solution.
- Category C error – minor defect: Minor operational disruption with no impact on the end customer. The user can use the solution without any blockage or workarounds.
Our Reaction Times
If an error occurs either through direct detection by Speechi’s technical teams or through an error message from a user, action to resolve the problem must be taken within a clearly defined timeframe – this is the reaction time. Incident reports should be submitted to Speechi by phone or email.
Reaction times vary according to the severity of the problem and the time of day at which it occurs:
| Error Category | Days of the week | Times | Reaction time | Status message |
|---|---|---|---|---|
| Category A | Monday to Friday | 8 am – 6 pm | 15 minutes | Every hour |
| 6 pm – 8 am | 120 minutes | |||
| Weekends and public holidays | 12 am – 12 am | 120 minutes | ||
| Category B | Monday to Friday | 8 am – 6 pm | 60 minutes | Every day |
| Category C | Monday to Friday | 8 am – 6 pm | < 1 week | Every week |
Category A errors will have absolute priority and will be dealt with immediately by Speechi.
Compliance with SLA terms
Report
Speechi provides regular reports to notify breaches of the terms of the agreement.
- Availability and performance report and total service availability/performance per month.
- Incident statistics for all performances and services broken down by type of service and listing all types of problem, the resolution report, the start and end time, and the duration of the disturbance.
- Overview of breaches of SLA terms and a description of the corresponding problem.
This report is available on request from support@speechi.com
SLA Adjustments
Speechi reserves the right to amend the Service Level Agreement (SLA) at its sole discretion. Users will be notified of any significant changes in a timely manner.