Service level agreement

ItsWare

Service Level Agreement (SLA) for ItsWare


1. Introduction

This Service Level Agreement (SLA) outlines the terms and conditions governing the use of ItsWare, an asset tracking software and hardware solution developed and maintained by ItsWare Inc. This SLA establishes the agreed-upon levels of service and support provided by ItsWare to its customer organizations and their users.


2. Definitions

  • ItsWare: Refers to the asset tracking software and hardware developed and maintained by ItsWare Inc.

  • Administrator: Individuals responsible for the maintenance, configuration, and support of ItsWare within the organization.

  • User: Any individual granted access to ItsWare for the purpose of managing assets.


3. Support Hours

Support for ItsWare is available during regular business hours, Monday through Friday, from 9:00 AM to 5:00 PM PST excluding public holidays observed by the organization.


4. Support Channels

Users may seek support for ItsWare-related issues through the following channels:

5. Service Levels

Response Time:

  • Priority 1 (Critical): Within 2 hours

  • Priority 2 (High): Within 4 hours

  • Priority 3 (Medium): Within 8 hours

  • Priority 4 (Low): Within 24 hours

Resolution Time:

  • Priority 1 (Critical): Within 24 hours

  • Priority 2 (High): Within 48 hours

  • Priority 3 (Medium): Within 5 business days

  • Priority 4 (Low): Within 10 business days


6. Escalation Procedure

If a user feels that their issue is not being adequately addressed or resolved within the specified timeframes, they may escalate the matter by contacting the ItsWare administrators directly or through the established escalation procedures within the organization.


7. Maintenance and Downtime

Scheduled maintenance and updates to ItsWare will be communicated to users in advance, whenever possible, with the goal of minimizing disruption to service. In the event of unplanned downtime or service interruptions, the ItsWare administrators will work to restore service promptly and communicate updates to affected users.


8. User Responsibilities

Users are expected to:

  • Report issues promptly using the designated support channels.

  • Provide clear and detailed information about the nature of the issue and any steps taken prior to reporting.

  • Cooperate with ItsWare administrators to troubleshoot and resolve issues in a timely manner.

  • Adhere to the organization's policies and guidelines regarding the use of ItsWare.


9. Limitations of Liability

The ItsWare administrators will make reasonable efforts to provide support and resolve issues within the specified timeframes. However, they cannot guarantee uninterrupted or error-free operation of the software. The organization and its users agree that the ItsWare administrators shall not be held liable for any direct or indirect damages arising from the use of ItsWare, including but not limited to loss of data or business disruption.


10. Review and Amendment

This SLA will be reviewed periodically to ensure its effectiveness and may be amended as necessary with the mutual agreement of the organization and the ItsWare administrators.

By utilizing ItsWare, users agree to abide by the terms and conditions outlined in this SLA.


Agreed and Accepted By:

ItsWare Inc

Brian Bentow

Date: 05/13/2024

Service Level Agreement (SLA) for ItsWare


1. Introduction

This Service Level Agreement (SLA) outlines the terms and conditions governing the use of ItsWare, an asset tracking software and hardware solution developed and maintained by ItsWare Inc. This SLA establishes the agreed-upon levels of service and support provided by ItsWare to its customer organizations and their users.


2. Definitions

  • ItsWare: Refers to the asset tracking software and hardware developed and maintained by ItsWare Inc.

  • Administrator: Individuals responsible for the maintenance, configuration, and support of ItsWare within the organization.

  • User: Any individual granted access to ItsWare for the purpose of managing assets.


3. Support Hours

Support for ItsWare is available during regular business hours, Monday through Friday, from 9:00 AM to 5:00 PM PST excluding public holidays observed by the organization.


4. Support Channels

Users may seek support for ItsWare-related issues through the following channels:

5. Service Levels

Response Time:

  • Priority 1 (Critical): Within 2 hours

  • Priority 2 (High): Within 4 hours

  • Priority 3 (Medium): Within 8 hours

  • Priority 4 (Low): Within 24 hours

Resolution Time:

  • Priority 1 (Critical): Within 24 hours

  • Priority 2 (High): Within 48 hours

  • Priority 3 (Medium): Within 5 business days

  • Priority 4 (Low): Within 10 business days


6. Escalation Procedure

If a user feels that their issue is not being adequately addressed or resolved within the specified timeframes, they may escalate the matter by contacting the ItsWare administrators directly or through the established escalation procedures within the organization.


7. Maintenance and Downtime

Scheduled maintenance and updates to ItsWare will be communicated to users in advance, whenever possible, with the goal of minimizing disruption to service. In the event of unplanned downtime or service interruptions, the ItsWare administrators will work to restore service promptly and communicate updates to affected users.


8. User Responsibilities

Users are expected to:

  • Report issues promptly using the designated support channels.

  • Provide clear and detailed information about the nature of the issue and any steps taken prior to reporting.

  • Cooperate with ItsWare administrators to troubleshoot and resolve issues in a timely manner.

  • Adhere to the organization's policies and guidelines regarding the use of ItsWare.


9. Limitations of Liability

The ItsWare administrators will make reasonable efforts to provide support and resolve issues within the specified timeframes. However, they cannot guarantee uninterrupted or error-free operation of the software. The organization and its users agree that the ItsWare administrators shall not be held liable for any direct or indirect damages arising from the use of ItsWare, including but not limited to loss of data or business disruption.


10. Review and Amendment

This SLA will be reviewed periodically to ensure its effectiveness and may be amended as necessary with the mutual agreement of the organization and the ItsWare administrators.

By utilizing ItsWare, users agree to abide by the terms and conditions outlined in this SLA.


Agreed and Accepted By:

ItsWare Inc

Brian Bentow

Date: 05/13/2024

ITSWARE

We’re headquartered in Palo Alto, CA

530 Lytton Avenue 2nd Floor -
#2073 Palo Alto, CA 94301

530 Lytton Avenue 2nd Floor - #2073 Palo Alto, CA 94301

530 Lytton Avenue 2nd Floor - #2073 Palo Alto, CA 94301

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ItsWare is working to redefine the management of high-value assets and tools for hardware companies.

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ItsWare © 2024

ItsWare is working to redefine the management of high-value assets and tools for hardware companies.

join our waitlist

Interested in seeing how ItsWare can work for you? Enter your email below to schedule a personalized demo.

ItsWare © 2024

ItsWare is working to redefine the management of high-value assets and tools for hardware companies.

join our waitlist

Interested in seeing how ItsWare can work for you? Enter your email below to schedule a personalized demo.

ItsWare © 2024