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Enterprise Service Level Agreement: Professional & Support Services
Enterprise Service Level Agreement: Professional & Support Services
Updated over a week ago

1. Scope and Applicability

This Service Level Agreement (“SLA”) describes the level of professional and support services We will provide to You when You are subscribed to our Enterprise plan.

2. Professional Services

This section applies if and to the extent We provide You with the following Professional Services:

  • Single Sign-On (SSO) configuration for Your Filestage Team;

  • Custom Integration for Your Filestage Team or Project; or

  • any other Professional Services not included herein or in our Master Services Agreement.

2.1. Single Sign-On (SSO)

If You require Us to integrate Our Cloud Service and Your existing Identity Provider (IdP) on a one-time basis, We will provide You with a quote for Your approval.

We offer this one-time setup for oAuth and SAML. Use of LDAP is only possible by arrangement and may incur additional charges.

2.2. Custom Integration

If You require Us to integrate Our Cloud Service and Your existing tech stack, either on a one-time basis or on a retainer, We will provide You with a quote for Your approval.

Our custom integration offering includes the following:

2.2.1. Requirements Gathering

We will work with You to:

2.2.1.1. identify the systems to be integrated;
2.2.1.2. design a flexible, scalable, and future-proof integration that aligns with Your objectives; and
2.2.1.3. build a comprehensive integration strategy and preliminary implementation timeline.

2.2.2. Integration Design

We will work with You to:

2.2.2.1. create detailed documentation of the integration that includes:

2.2.2.1.1. system diagrams;
2.2.2.1.2. data flows;
2.2.2.1.3 API specifications; and
2.2.2.1.4. expected outcomes.

2.2.3. Development and Testing

We will:

2.2.3.1. develop, test, and deploy the custom integration;
2.2.3.2. test the integration to assess its performance, data accuracy, and security to guarantee a seamless operation; and
2.2.3.3. deploy the custom integration.

We are responsible for ensuring the performance, data accuracy, and security of our Cloud Service. We shall not be held accountable for any third-party system You use that affects the custom integration’s performance, data quality, and security.

2.2.4 Maintenance and Support

We will:

2.2.4.1. provide ongoing maintenance and support for the custom integration, including:

2.2.4.1.1. bug fixes;
2.2.4.1.2. troubleshooting and fault management;
2.2.4.1.3. security updates; and
2.2.4.1.4. performance enhancements.

2.2.5. Change Management

In the event of a retainer, We will:

2.2.5.1. evaluate and validate Your change request;
2.2.5.2. update the detailed documentation; and
2.2.5.3. develop, test, and deploy the requested change.

2.2.6. Timelines

Custom Workflow / Productivity Boost Package

Simple

Advanced

Sophisticated

Complexity

1-2 days

3-6 days

7 or more days

Estimated Productivity Boost

Good

High

Very high

2.3. Additional Services

If You require additional services not covered by Your Enterprise License Agreement, You may request such services from Us. To the extent We provide the requested service, We will send You a quote for approval. Discounts on Additional Services are not available, and each invoice is due for payment within ten working days.

3. Support Services

You may contact Our Support Team anytime during the hours specified below or visit Our Help Center to resolve Your questions. In addition, You may email us at support@filestage.io to schedule personal calls and video training with Our Support Team.

3.1. Support Hours

Support Request

Support Channels

Support Hours

First Response Time

General queries and feedback.

Professional Services.

E-Mail/ Chat:

Calls/ Video Calls: Upon request.

Monday 8:00h to Friday 21:00h CET

Within four (4) hours during support hours.

Cloud Service availability.

E-Mail/ Chat:

Monday 8:00h to Friday 21:00h CET

3.2. Troubleshooting and Fault Management

Alert Type

Definition

First Response Time

Resolution Time(s)

Critical Alert

Our Cloud Service is not accessible or operational.

Within 2 Support Hours.

We will provide a workaround within one support day and a final fix within five support days.

Major Alert

Our Cloud Service is accessible or operational, but one or more elements are laggy or not functional. Due to this, you cannot complete your tasks (i.e., a workaround is unavailable).

Within 4 Support Hours.

We will provide a workaround within two support days and a final fix within ten support days.

Normal Alert

Our Cloud Service is accessible or operational, but one or more elements are laggy, not functional, or cause anomalies. Despite this, You can continue to complete your tasks (i.e., a workaround is available).

Within 4 Support Hours.

We will provide a final fix within 20 support days.

Minor Alert

Our Cloud Service is accessible or operational. You can complete your tasks, but Your user experience or performance is affected negatively.

Within 4 Support Hours.

We will provide a final fix as soon as possible.

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