InReach Solutions' Service Level Agreement
Effective: November 1, 2024
This Service Level Agreement applies to InReach Solutions SAM site and services.
1 ) Definitions
“We”, “Our”, “InReach”, or “InReach Solutions” means InReach Solutions, LLC.
“You”, “Your”, “Client”, means the person or agency that is party to a SAM Agreement to use SAM or other services of InReach Solutions.
“SAM” or “SAM Site" is the software application owned by InReach Solutions which is hosted by InReach Solutions and makes available certain of the Services.
“User” means the member of a Client Organization that has purchased a subscription to access SAM for case management purposes, and who has been granted access to SAM by the Client.
“Downtime” means the amount of time that Users cannot access SAM.
“Support” means requests made on behalf of Users to InReach Solutions support team.
“Severity” is the urgency to which InReach Solutions support team deems a support request.
2) Uptime & Service Availability
InReach Solutions will aim to provide an uptime availability of 99% for access to your SAM site.
3) Exclusions
The following situations are excluded from downtime calculations:
Providing updates to client sites
Incorrect or forgotten passwords
Disabled access due to non-payment of services
4) Disaster Recovery & Acceptable Data Loss
Should our systems encounter a disaster event, data recovery is available to the prior night’s backup. Any event that causes our systems to go down with unexplained data loss, except for acts of war, natural disaster, or other acts of God that are beyond the control of InReach Solutions.
5) Remedies for Breach of Uptime & Service Availability
In the event of unexpected downtime outside of the expected uptime availability, clients are entitled to a credit on their account upon request. This credit will apply to all the downtime once this threshold is reached. It is calculated by taking the average SAM service costs over the past three months divided by the number of hours in a 90 day period (2,160 hours). This hourly rate is multiplied by the total number of downtime hours.
Example
Cost of Services Over 3 Months = $1500
Downtime = 32 Hours
Credit = ($1500/2160 Hours) * 32 Hours = $22.22
Remedies should be requested via a support ticket or sending an email to support@inreachsolutions.com. Requests will be reviewed and the client’s account will be credited on approval in the next billing period.
6) Support
a) General Support & Consultation
We aim to acknowledge support issues within one (1) business day of receipt through our ticketing system. Due to the nature of the potential customization for SAM, we can make no guarantee on the period of time for when an agreeable resolution is provided. We rely on timely responses from users to questions our support team may have while working the request.
b) Severity
Support tickets are reviewed and handled in order of priority as set by InReach Solutions:
Urgent - systems are down
High - non-functioning features are disrupting business operations
Normal - request to implement, improve, or manage data in your SAM site
Low - feature request
c) Customization & Data Migration
Customization and data migration requests should be made via email to support@inreachsolutions.com or through a support ticket. Due to the nature and complexity of these services, no guarantee of solution time can be made. Communications regarding these services receive the same attention as general support requests.
d) Export & Data Backup Requests
An export of Your data may be requested by sending an email or support ticket within 30 days of termination for any reason. The export or data backup will be supplied in a digital media format within 30 days from request.
8) Escalation Path
Client Support
Response via ticketing system, email or coordinated zoom within 24 hours, Monday - Friday 9am - 5pm PST
Tickets will be responded to within 1 business day that we are reviewing, propose a solution, or fix the issue shared by the user. Some requests require more thought, troubleshooting, or planning and we cannot guarantee a resolution time.
Ticketing system available within SAM
support@inreachsolutions.com
CEO: Stefanie Zasyatkina
Response via email within 72 hours
sz@inreachsolutions.com