Customers:
_Service levels
PeopleXS is proud to offer an exceptional level of performance, reliability, and service. That is why we are making commitments to our customers in the form of a Service Level Agreement (SLA) which provides certain rights and remedies regarding the performance of the PeopleXS application.
Service Level Agreement (SLA)
A Service Level Agreement (SLA) is a contract between peoplexs as provider of HRM recruitment software and you, as a buyer of our products and services. SLA's differs from ordinary, generic service agreements in that they obligate service providers to maintain a certain grade or 'level' of service that is contractually guaranteed. The overall level of service is defined by a set of measurable parameters, each having thresholds that are negotiated by the service provider and customer. When these thresholds are not met there is usually a provision for some degree of compensation. In some cases, multiple, tiered thresholds with corresponding degrees of compensation could be agreed upon.
Services
Together with the customer we define the services that are provided by PeopleXS and how performance can be measured. These service and performances could be, by example:
- What percentage of the time services will be available
- The number of users that can be served simultaneously
- The schedule for notification in advance of changes that may affect users
- Help desk response time for various classes of problems
- The status update interval in case of problems
- Problem resolution turnaround time
The SLA can contain many other issues, depending on your demands and of what you will think that is important enough to secure.
Management
PeopleXS is supplying active monitoring and management of the SLA. Agreement is made on routing of the flow of any problems that occur and an escalation and notification procedure is set in place. The SLA will describe exactly which type of management peoplexs will provide and on which level. This is usually:
- Change management & control
- Problem management
- Incident management
- Service level management
PeopleXS reports on a regular basis on the performance of the service levels.