P1: Total outage to all users – worked continually until resolved
P2: Partial outage or multiple users impacts – worked behind P1 cases
P3: Single user impact – worked behind P1/P2 cases
P4: Question/new admin request – worked behind P1-P3 cases
OscilloSoft has proposed the business proposal based on current 3rd party applications i.e Zoho CRM platform. If the platform or environment changes, updates or upgrades then those change may impact current architecture and integration. This document does not cover 3rd Party applications environment changes as it unknown variable and needs to be managed ad-hoc basis. In the event of any 3rd party, environment changes it can be managed via Oscillosoft support (firstname.lastname@example.org) and which will be treated as a new request, which will be based on hourly rate.
Service Level Agreement – There is two different service level agreements. Frist SLA is with the 3rd party vendors i.e Saasu, Zoho, Google etc. This can be found on the vendor website. The 2nd level SLA is with OscilloSoft, which is managed via email@example.com. This is a package that is an optional extra can be taken post project implementation and charged at an hourly rate.
Any outstanding invoices can delay the project deadline. In some cases project will be halted until all payments are cleared.