Zen Service Level Agreement

Version 2.1
Effective 09/15/21

This Zen Service Desk Agreement (“SLA”) delineates Zen’s response requirements and responsibilities to Zen Clients under the Zen Master Services Agreement (MSA), as amended, and any relevant Statement of Work.  Capitalized terms used and not defined herein shall have the same meaning as given in the Agreement. This SLA defines the performance levels criteria that Zen provides to its customers who enter service requests via Zen’s Service Desk Portal. The Zen Service Desk is available 24x7x365 for our Clients to request support or assistance.

Definitions

• Service Desk Ticket (“Ticket”) is a written request for support or assistance entered into the Zen Service Desk Portal made available to the client.
• Client Request Type (“Request Type”) is a field within a Service Desk Ticket that indicates the reason for submission of the Ticket.
• Outage Ticket (“Outage Ticket”) is a Ticket with a client request type of “Outage”. This Request Type is for a problem within a production instance that severely impacts the Client’s use of Zen systems, or that results in a loss of data or interruption of service, or that causes significant impact to portions of the Client’s business operations and productivity.
• General Support Ticket (“General Support Ticket”) is a Ticket with a client request type of “General Support”.  This ticket type is used for an issue within the Zen system where the Client’s production instance is substantially functioning, irrespective of the issue. This includes situations where the Client’s system is operating but in a significantly reduced capacity, or for which Zen has provided a reasonably effective workaround. Issues pertaining to a non-production instance qualify as General Support, but depending on Zen’s availability, the SLA’s may not be achieved. 
• Non Support Ticket (“Non Support Ticket”) is a Ticket with a Request Type other than General Support or Outage. For example, this Request Type may be a request for a new service, or an enhancement to an existing service.
• Ticket Response Time (“Ticket Response Time”) is a commitment by Zen to Client and represents the maximum amount of time it will take for Zen to respond to the Client on the Ticket. Ticket Response Time is measured based on when the Ticket was received.
• Ticket Resolution Target (“Ticket Resolution Target”) is a commitment by Zen to Client that represents the maximum amount of time Zen estimates it will take for Zen to resolve a Service Desk Ticket. As the full resolution of a Ticket will vary based on the nature of the underlying issue and will likely involve external dependencies, Zen can only estimate the Ticket Resolution Target time.  Zen will provide Client a written plan for Ticket resolution within the Ticket Resolution Target timeframe.
• Normal Business Hours (“Normal Business Hours”) are Monday through Friday between 5:00 am and 5:00 pm Pacific time, excluding U.S. holidays observed by the U.S. Postal Service and the day after Thanksgiving.

SLAs by Service Desk Ticket Type

Service Desk Ticket Type Review and Assessment

Zen reserves the right to review and modify the Client Request Type if it is determined that the Ticket does not meet the definition of an Outage or General Support Ticket as defined in the Definitions Section above. For example, this may occur in the case of an Outage Ticket if it is determined that a workaround is available and service is substantially restored, but ongoing work on a longer term resolution may require the ticket to stay open.  Zen agrees to provide written documentation in the Ticket as to why the change in ticket type was made.

SLA Amendment 

Zen reserves the right to amend any applicable SLA from time-to-time upon the posting of such amended SLA to the URL where the SLA’s are set out on Zen’s website. Such SLA amendment shall be effective upon the beginning of any Renewal Term of any then-existing agreement authorizing such support services, or other written and acknowledged notice to Client of such amendment.