This Service Level Agreement (SLA) outlines the service levels and the targeted performance standards the Aplos Customer Support Team aims to deliver to the Aplos customer base.

This SLA will be reviewed bi-annually and may be updated as necessary to reflect changes in support services or customer needs. [Last Updated Nov. 2024]

Purpose

The purpose is to ensure effective and timely resolution of support issues while establishing clear expectations for customer satisfaction. In improving our response and resolution time, our goal is to deliver  >90% Customer Satisfaction Score (CSAT).

Priority Level and Targeted Services Levels

Below outlines the definition of the Priority Levels, and the targeted Services Levels. Performance will be measured using the following metrics during our normal business hours (Mon - Fri 7 am - 4 pm PT):

• Priority Critical: An incident, major issues causing significant disruption
  1. Examples: Complete service outage or critical issue impacting all users or essential business operations. i.e., an online donation not processing, Stripe Transactions becoming disabled, Aplos website being unreachable.
  2. Initial Response Time Target: 1 hour
  3. Full Resolution: A Critical issue triggers Aplos Incident workflow where an Incident Response Team that is made of cross-functional leaders at Aplos are committed to reviewing, resolving, and communicating in the quickest manner
• Priority High: Significant issues affecting business operations
  1. Examples: Major functionality is impaired, affecting a large number of users, but the system is still operational. I.e., Contact page or Report page not loading, Subscription issues, A user is unable to login. Stripe deposits have been paused.
  2. Initial Response Time Target: 2 hours
  3. Full Resolution: Depending on the nature of the issue, the Support team may require assistance from our technical escalation to resolve the issue:
     - For issues that can be resolved within support, our Resolution Target is 8 hours
     - For issues that require technical escalation, our target is for the Support team to investigate the issue and submit the issue for technical escalation within 8 hours. Once the ticket is submitted for technical escalation, we are committed to reviewing the issue within 8 business hours.
• Priority Medium: Non-critical issues with moderate impact
  1. Examples: Moderate impact with some functionality issues, but a workaround is available. Affects fewer users. I.e., Running a report for a board meeting, granting access to oversight users, or Aplospay applications.
  2. Initial Response Time Target: 4 hours
  3. Full Resolution: Our Resolution Target for Medium issues is 3 business days
• Priority Low: Minor issues or general inquiries
  1. Examples: Minor issues or cosmetic problems that do not significantly affect functionality. Low urgency for resolution. I.e., Data reviewing due to wrong information, or questions on how to set up or use the software
  2. Initial Response Time Target: 8 hours
  3. Full Resolution: Our Resolution Target for low issues is 4 business days

NOTES: The following services or circumstances are excluded from this SLA:

• Issues caused by Integration Partners such as PEX, Gusto, Bank Integration, and Facts.
• Delays caused by the Customer’s failure to provide information, access, or resources.
• High seasonal demand, as extraordinary volumes during these times may impact normal performance metrics (Jan - Mar).