Service Level Agreement
1. System Availability
TeamSense will take appropriate measures in terms of redundancy, monitoring, and platform management so as to guarantee optimal service availability outside of planned maintenance windows.
The Service is deemed available when TeamSense key features are working and respond to customer requests as per design. Our key features are as follows; Login page, Authentication to the service, Employee Survey, Attendance Dashboard, Communicate, SMS and/or Email Notifications.
Anytime when the key features specified above are not available is considered TeamSense downtime, except under the following conditions: Emergency maintenance to our app and/or services, Force Majeure events and any unsanctioned load testing by our customers.
TeamSense relies on a variety of major Cloud Providers and Service providers. Any widespread outage by the cloud or service provider will be treated as downtime caused by a 3rd party provider.
Annual Service Availability
- 24 hours per day
- 365 days per year
- 99.9% System Availability
2. Customer Support
TeamSense provides customer support for all paid Customers to answer questions and address issues. You can find answers to or report questions and issues using any of the following methods:
- Use our Help Center to access a feature knowledge base, FAQs, and useful tutorials and best practices on using TeamSense
- Chat with our support team in our Help Center
- Email our customers support team at support@teamsense.com
Customer Support Response (12x5)
- Business Hours: 5am-5pm Pacific Time during Business Days
- Business Days: Monday to Friday excluding TeamSense holidays
- Response Target: 1 business hour
Incident Response
TeamSense makes its best efforts to provide an incident-free service at all times.
Sev1 and Sev2 incidents will trigger on-call (pager duty) to TeamSense engineering team for immediate debugging and resolution. Sev 3 and lower incidents will be handled during working hours only.
| Severity | Description | Examples |
|---|---|---|
| Sev1 | A critical incident with very high impact We deem an incident a Sev1 when it impacts ALL TeamSense customers |
|
| Sev2 | A major incident with significant impact. We deem an incident a Sev2 when it impacts a significant portion of TeamSense customers |
|
| Sev3 | A minor incident with low impact. We deem an incident a Sev3 when it is impacting a small subset of TeamSense customers. |
|
| Sev4 | A minor incident with low impact. We deem an incident a Sev3 when it is impacting a small subset of TeamSense customers. |
|
Response Time of Incidents
| Severity | Response Times |
|---|---|
| Sev1 | 1 hour |
| Sev2 | 3 business hours |
| Sev3 and lower | 1-3 business days |
Note: Response time does not imply resolution. Response time indicates incident acknowledgement, incident debugging etc. Resolution time can not be predicted and varies based on the issue.
3. Upgrades
TeamSense upgrades its platform continuously to both deliver new features and quickly resolve any issues.
Occasionally, an infrastructure update or change may require a Maintenance Window. All planned Maintenance Windows are scheduled for weekends or outside of core business hours. They are always announced at least 72 hours in advance, and progress can be monitored on the maintenance page status.teamsense.com.
TeamSense may also open a Maintenance Window on short notice in the event of an emergency.
4. Customer Monitoring
Customers have online access to a real-time service availability outlining the current status of the service. In the event of an outage, regular information and updates are posted on our maintenance page status.teamsense.com.