SLA - Microsoft 365 Business Solution

1. Service Description

1.1. Service Scope: Webkox provides Microsoft 365 business solution services aimed at enhancing productivity, collaboration, and security for client organizations.

1.2. Service Offerings: Microsoft 365 business solution includes a suite of productivity tools and cloud services, including but not limited to:

Microsoft Office Applications: Word, Excel, PowerPoint, Outlook, etc.
Exchange Online: Email hosting and management.
SharePoint Online: Document management and collaboration.
OneDrive for Business: File storage and sharing.
Microsoft Teams: Communication and collaboration platform.
Security and Compliance: Advanced threat protection, data loss prevention, compliance management, etc.

1.3. Service Hours: Support for Microsoft 365 business solutions is available during regular business hours, excluding public holidays.

2. Response Time

2.1. Priority Levels: Reported issues or service requests related to the Microsoft 365 business solution will be categorized into priority levels based on impact on business operations and urgency.

2.2. Response Time Targets:

Critical Priority (Priority 1): Immediate response within 1 hour.
High Priority (Priority 2): Response within 3 hours.
Medium Priority (Priority 3): Response within 5 hours.
Low Priority (Priority 4): Response within 8 hours.

3. Feature and Benefit SLA

3.1. Microsoft Office Applications:

Feature: Access to Microsoft Word, Excel, PowerPoint, Outlook, etc.
Benefit: Enhanced productivity and collaboration through familiar Office applications.
SLA: Any issues with Microsoft Office applications will be addressed within the specified response time targets based on priority levels.

3.2. Exchange Online:

Feature: Email hosting and management with Exchange Online.
Benefit: Reliable email communication and collaboration across the organization.
SLA: Response and resolution of Exchange Online issues will be in accordance with the specified response time targets based on priority levels.

3.3. SharePoint Online:

Feature: Document management and collaboration with SharePoint Online.
Benefit: Centralized document storage, version control, and seamless collaboration.
SLA: Response and resolution of SharePoint Online issues will be in accordance with the specified response time targets based on priority levels.

3.4. OneDrive for Business:

Feature: File storage and sharing with OneDrive for Business.
Benefit: Secure file storage, access from anywhere, and easy sharing with internal and external stakeholders.
SLA: Response and resolution of OneDrive for Business issues will be in accordance with the specified response time targets based on priority levels.

3.5. Microsoft Teams:

Feature: Communication and collaboration platform with Microsoft Teams.
Benefit: Real-time chat, video conferencing, document collaboration, and integration with other Office apps.
SLA: Response and resolution of Microsoft Teams issues will be in accordance with the specified response time targets based on priority levels.

3.6. Security and Compliance:

Feature: Advanced threat protection, data loss prevention, compliance management, etc.
Benefit: Enhanced security and compliance capabilities to protect sensitive data and meet regulatory requirements.
SLA: Response and resolution of security and compliance issues will be in accordance with the specified response time targets based on priority levels.

4. Escalation Procedures

4.1. Internal Escalation: If an issue cannot be resolved within the specified timeframes, it will be escalated internally to higher-level support staff or management for further investigation and resolution.

4.2. Client Escalation: Clients may escalate unresolved issues by contacting designated escalation points provided by Webkox. Escalations should include relevant details and information regarding the issue.

5. Maintenance and Updates

5.1. Microsoft Updates: Webkox will ensure that Microsoft 365 business solution is regularly updated with the latest features, security patches, and updates to maintain optimal performance and security.

5.2. Scheduled Maintenance: Webkox will notify clients in advance of any scheduled maintenance or updates that may impact Microsoft 365 services. Maintenance activities will be performed during off-peak hours whenever possible to minimize disruption to business operations.

6. Performance Metrics

6.1. Service Availability: Webkox aims to maintain a minimum service availability of 99% for Microsoft 365 business solutions during business hours, excluding scheduled maintenance windows.

6.2. Client Satisfaction: Client feedback will be periodically collected to assess satisfaction with Microsoft 365 services. Feedback will be used to identify areas for improvement and enhance service delivery.

7. Service Reporting

7.1. Service Reports: Webkox will provide regular service reports to clients summarizing support activities, including the number of tickets resolved, response times, and resolution times for Microsoft 365 services. Reports will be provided on a monthly basis or as agreed upon with the client.

8. Communication

8.1. Communication Channels: Webkox will maintain open communication channels with clients through email, phone, and ticketing systems for reporting issues, providing updates, and resolving queries related to Microsoft 365 services.

9. Service Level Review

9.1. SLA Review: The SLA for the Microsoft 365 business solution will be reviewed periodically to ensure it remains aligned with client requirements and industry best practices. Any necessary updates or revisions will be communicated to clients in advance.

10. Contact Information

10.1. For any questions or concerns regarding this SLA or Microsoft 365 business solution services, please contact us at admin@webkox.com.

By availing of our Microsoft 365 business solution services, you acknowledge that you have read, understood, and agree to be bound by the terms of this SLA. This SLA constitutes the agreement between you and Webkox regarding Microsoft 365 services.