Adonis Service Level Agreement


This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between Adonis and Customer for the provisioning of Support services required to sustain the Adonis Software. 


Introduction

AS Adonis is an international software house that has established itself as a leading supplier of integrated Human Resources and Payroll systems to the global shipping and offshore industries. Headquartered in Norway, with offices in the Far East and the USA, we have been in the maritime market for more than 30 years. Our concept," The Adonis Solution," enables companies with operations in many countries, often across several continents, to manage all of their HR processes in a single system, so ships and other floating installations with restricted Internet access can work seamlessly with their shore-based departments, local offices, and agents.

 

Definitions

Incident - By INCIDENT or FAULT, we mean errors within the Adonis products or anything that has caused an unintentional negative effect on the service of the Adonis software installed at the customer site or our cloud services used by the customer.

INCIDENT does NOT include requested changes by the customers, such as but not limited to:

  1. new user creation

  2. password reset

  3. report requests

  4. other development and configuration requests initiated by the customer.

  5. Fault DOES include Bugs.

  6. Rule of Thumb: If it isn’t doing what it is supposed to be doing, it’s a FAULT.

Service Request - A Service Request is a customer request for information or advice, training, or a standard change (a pre-approved change that is low risk, relatively common, and follows a procedure) or for consultancy work and more complex change requests.

We also refer to the definitions specified in the Master Agreement or Addendums.

Agreement Period

This Agreement is valid from the Effective Date, as outlined in the Master Agreement or Addendum, and remains valid as long as the Master Agreement or Addendum remains in effect.

All amendments to this Agreement shall be made in writing.

Scope of Service

To ensure the required service availability and ability of the Adonis software, Adonis will make available qualified support resources to efficiently respond to incidents and general service requests by the Customer.

Adonis offers several Professional Services which are out of the scope of the Adonis Service Level agreement, and can be found here:

https://adonishr.atlassian.net/l/cp/DDV0tBCn

The Adonis Service Desk Team

Adonis has offices in several locations worldwide, which allows us to offer extended 24/7/365 support to customers who are requesting it.  Such support is provided against extra remuneration.

We offer the following Support tools:

  1. Monitored email support

  2. Manned support by phone

  3. Monitored chat support

  4. Remote assistance by screen-sharing or remote connection

Service Desk Team

Adonis uses a Jira Service Management system for the management of incident or service requests. An issue/request can be raised by emailing Support@adonishr.com or submitting the issue/request via the Adonis Customer Portal online.

The online Adonis Customer Portal allows Customers to view the issues/requests and their current status, in addition to submitting new requests. To access the Portal for the first time, the user can follow our guide in Introduction to Adonis Customer Portal.

Automated notifications and emails are used to make sure the users are updated when there is a change in their issue/request status

Adonis only offers support in English. Submitting incidents or service requests in any other language will most likely result in delays to response times and will not fall under the Service Level Agreement.

Any emails sent to individual Adonis personnel will most likely result in delays to response times and will not fall under the Service Level Agreement. Inquiries around an issue/request must be routed via our Service Desk Team.

Duty Phone

Adonis Service Desk Team offers a first-line support number which should only be used in combination with submitting an incident that falls under Priority 1 – Highest as defined in the priority matrix.

Telephone number: +47 53 48 30 50

Remote access

For most incidents reported, the Adonis Service Desk Team will require remote access to the Customer's systems to review the specific customer setup and data content. Adonis will, together with the Customer, find a workable solution that is following both the Customer's access control policies and procedures and Adonis's need for an easy log-on and access procedure.

Any remote connection to a Customer's System will only happen after written authorization via the contractual terms, per email, or as per the need of the Incident or Service Request reported.

Submitting  an Incident or Service Request

To get a shorter response time and avoid emails back and forth, the Customer should always include the following information when submitting a new Incident or Service Request. 

  1. The Customer must submit the Incident or Service Request either via email to mailto:Support@adonishr.com or by using the Adonis Customer Portal.

  2. For Priority 1 - Highest issues, the Customer should call the Duty Phone +47 53 48 30 50

Workflow for submitted request:

All issues/requests opened will be instantly reviewed by the dispatcher and can be moved out of the Service Desk queue for incidents/requests, depending on their content.

An existing incident can, after further review and information are provided, be re-assigned from the initial category. Only Incident Requests are included in the SLA response times.

Incident Request Workflow

Action

Who

What

Creation

Customer

Summary: meaningful but brief issue description

Description: describe the issue in details

Steps To Reproduce: if a bug, describe steps taken before the issue and Set Priority: Highest (1), High (Level 2), Medium (Level 3), Low (Level 4)

Contact: Contact person for this issue/request (usually request originator)

Attachments: files, screenshots, specifications, emails to help us resolve the issue faster.

For issues with Customized Reports, the Customer must include report parameters screenshot and report sample.

Priority 1 – Highest Priority Incidents – follow up with a phone call to the first-line support number

Assignment

Adonis

The issue/request comes in with New status and the SLA starts counting. The support Consultant will then

  • Review if the request is an incident or a service request, or re-assign to correct board if not

  • Assign a resource

  • Verify Severity

Review

Adonis

During the review, additional questions might arise.

The resource assigned to the issue/request will contact the Customer to clarify the request and put the issue/request to SLA status
"Waiting for customer” Time towards the SLA will not be counting if the status is indicating that we are waiting for more information from the customer. 

Once the request is clear, the issue/request will be put back to SLA status "Waiting for Support" and the SLA starts counting again. 

Customer

Clarify the issue, answer questions, and add Attachments: attach supporting materials, screenshots, documents, or emails

Resolution

Adonis

Resolve the issue. Software upgrade/downgrade, change the setup, provide workarounds, etc.

Enter Resolution: describe what was done to resolve this issue/request

Set Status: Closed (completed) or Waiting Customer Response (If customer review is required). The SLA stops counting. 

Customer

If Status is "Waiting for customer" review the issue/request resolution and notify Adonis of the results.

Enter Description: confirm the issue is resolved or describe why not

Closing

Adonis

If the Customer approves the solution provided or does not respond within 3 days issue/request will be closed.

Set Status: Closed

Enter Description/Resolution: describe why the issue/request is closed

Reopening

Adonis/Customer

If the Customer disputes the Resolution after the issue/request was closed, the issue will be reviewed, and the issue/request can be reopened if the solution is inadequate.

Change of requirements does not justify issue/request reopening and requires a new issue/request.

Set Status: Reopened

Weekend / After Hours

Generally, for customers with a Standard SLA, all Weekends or after-hours support is limited to Priority 1 – Highest Priority Incidents. Requests for assistance with the release, or patch upgrade requested by the Customer during these times, are considered a Service Request and might be quoted with an addition to the standard hourly rate.

Service Level Agreement

Incidents and Service Requests Response Times

According to the Priority Matrix below, Adonis will respond to service-related incidents and/or requests submitted by the Customer in support of services outlined in this Agreement. Incidents taking place during planned maintenance periods, and incidents caused by any third-party service that the platform is depending on, are exempt from the response, update, and target resolution times.

 

Priority

Description of Priority

Severity & Impact

Initial Response

Target Communication SLA

Target time for Resolution

Priority  1

Highest Priority

Service unavailable

  • Loss of critical functionality or critical data.

  • Severe and immediate impact on business.

  • No workaround can be provided. ​

 

Only applicable for the Production environment

1 hour

Every hour

8 hours

Priority 2

HIGH

Service degraded

  • Affects major functionality or major data.

  • Loss of critical functionality. A workaround can be provided.​

  • Operation can continue in a restricted manner or the users will experience reduced system functionality.  

  • No access to the solution or critical functionality fails, but restart or recovery is possible

  • Performance is severely degraded ​

4 hours

 

Every 4 hours

48 hours

Priority 3

MEDIUM

Minimal Disruption

  • The defect affects minor functionality or non-critical data. This causes minimal interruption of the Software or site functionality with a minor impact.

  • Performance is minimally degraded.

48 hours

After 72 hours

72 hours

Priority 4 ​ 

LOW 

Does not affect functionality 

  • Minor errors or malfunctions that do not affect functionality or data, nor impact productivity or efficiency. ​ 

  • All requests for change and general service requests that are not incidents.

5 working days

 

N/A

N/A

 

Resolution

A resolution to an incident can be one of the following:

  • A downgrade to an earlier version of the Software where the defect does not exist.

  • A patch that contains a fix for the defect is applied to the System.

  • A Workaround that removes the criticality of the issue.

Providing a workaround for Highest and High priority bugs, and creating a Jira issue for a fix is considered a resolution, and the SLA resolution time will stop counting. 

Bug Resolutions

For critical bugs, a resolution can be to downgrade to an earlier patch version if no other suitable workaround can be provided, however, this will be considered a last resort. Adonis aims to have Highest Priority bugs fixed and released in a patch to the main release.  High Priority bugs will be assigned to be fixed in the next open release. Medium and low will be prioritized as per Adonis's discretion.  

Severity Level

The Customer must indicate the initial severity level when reporting an issue to Adonis Service Desk, however, Adonis reserves the right to de-escalate or escalate the severity level based upon own consideration. 

Escalation

Priority

Description of Priority Severity & Impact

Action

Notify

Regular Updates to

Update Frequency

Escalate to

Priority

Description of Priority Severity & Impact

Action

Notify

Regular Updates to

Update Frequency

Escalate to

Priority 1 CRITICAL

Service unavailable

  • Loss of critical functionality or critical data.

  • Severe and immediate impact on business

  • Software will not operate

  • The Software crashes repeatedly

  • Software is not able to produce documents or messages which are critical

  • No workaround can be provided

Set Priority status to Highest

Inform customer that appropriate action is being taken.

Immediately notify all contacts under the Notify column.

Set Request/Issue Owner to SPOC

Support Duty Phone
(2nd Line On-Call)

Account Managers for the Customers Affected - by email

Management Duty Phone

Support Duty Manager/Phone

Account Managers for the Customers affected - by email

SPOC

Adonis Notification ALL - by email

Customer / Request Contact

Initial Response within 1 hour

Thereafter updates every hour

Target resolution time: ASAP (8 hours)

Management Duty Phone

CXO Level

Priority 2
HIGH

Service degraded

  • Affects major functionality or major data and has one or more of the following characteristics:
    - Loss of the use of the Software
    - Loss of critical functionality. It has a workaround but is not obvious and is difficult.

  • Operation can continue in a restricted fashion or users experience degradation of system functionality.

  • Access to the solution is down or critical functionality fails, but restart or recovery is possible

  • Performance is severely degraded

  • Some critical functionality is unavailable, but the Site is available or other functionality can continue in a restricted fashion

Set Priority status to High.

Inform the customer accordingly.

Immediately notify all contacts under the Notify column.

Set Request/Issue Owner to SPOC

Support Duty Phone
(2nd Line On-Call)

Account Managers for the Customer affected - by email

KAM for the Customers affected - by email

SPOC

Customer/ Request/Issue Contact

Initial response within 4 hours.

Thereafter every 4 hours

Target resolution (including workarounds) time: 48 hours

Management Duty Phone

Priority 3 MEDIUM

Minimal Disruption

The defect affects minor functionality or non-critical data and causes minimal interruption of the Software or site functionality with a minor impact or is just inconvenient. It has one or more of the following characteristics:

  • There is an acceptable workaround

  • Performance is minimally degraded Non-critical impact It has an easy workaround.

  • A workaround can be supplied, and the Error will be solved in one of the next planned Program Update.

Set Priority status to Medium.

Inform the customer accordingly.

Proceed to follow standard Incident Management Process.

 

Customer/Request/Issue Contact

Initial response within 48 hours

Target resolution: as agreed

Global Support Manager

Priority 4
LOW

Does not affect functionality

  • Trivial errors or malfunctions that do not affect functionality or data, nor impact productivity or efficiency.

  • Cosmetic fault, Petty layout discrepancies, or spelling/grammatical errors.

  • No workaround will be developed.

  • Trivial Errors will be corrected at the discretion of Adonis.

ALL Service Request Request/Issues for existing customers ALL Project Request/Issues

Set Priority Status to Low.

Inform customer accordingly and within SLA timelines.

Where appropriate, move Request/Issue to Project or Sales Board

Proceed to follow standard Incident Management Process.

 

Customer/Request/Issue Contact

Initial response within 5 working days

Thereafter when progress is made.

Target resolution: As agreed

Global Support Manager

Priority 5
NO SLA

  • Sales Request/Issues

  • Communication with 3rd parties who are not in project phase or covered by an SLA,

  • Internal communication and updates that are non-system related and do not affect operation of services to customers.

Transfer Request/Issues to other internal Boards as appropriate.

N/A

N/A

N/A

N/A

Do Not Respond

 

Close Request/Issue.

N/A

N/A

N/A

N/A

Incidents outside the target resolution time

Incidents classified as Priority Level 4 will not be part of the response time matrix performance. Progress and Status of such incidents will be available through our Customer Portal. Adonis will, at its sole discretion, decide what further actions to take on these issues/requests if any.

Service Level

Adonis provides two different levels of support services. These are outlined in the Support Service Matrix below.  

Support Service Matrix

Standard Support

Premium Support

Monitored Email Support



Within Office Hours

24/7/365

Manned Support by Phone



Within Office Hours

24/7/365

Monitored Chat Support



Within Office Hours

24/7/365

Remote Support assistance via screen-sharing or remote connection

Access to Product upgrades, updates & patches

Access to Adonis Standard Documentation and the Adonis Knowledge Base Confluence.

Dedicated Support page with full overview of all Support and Development issues

 

Deducated Account Manager with Regular reviews and meetings

 

Dedicated Customer Success Manager

 

Customer Obligations

To ensure that a customer can take full advantage of the systems for several years with streamlined performance, Adonis maintains a close working relationship with its customers. The following things are considered normal customer obligations.

  • The Customer will make timely payment for all support costs at the agreed interval.

  • The Customer will appoint an Adonis Administrator responsible for maintaining the Adonis systems, be the initial contact for trouble-shooting, and be the point of contact for the Adonis Service Desk, Adonis project management, or development staff. This person should have some knowledge about the Adonis applications installed and its general system

  • The Customer must back up their device and database regularly and have those backups available at all times. The Customer should continuously track disk space, reports, and the systems and servers' health, including ensuring that the new Microsoft operating system and SQL service packs are installed.

  • At all times, the Customer, with local installation, is responsible for providing a functional remote connection method for Adonis. The Customer is responsible for any software for the Adonis staff to connect to the customer environment remotely. Remote connection methods that are accepted and endorsed by Adonis should be used. Please consult with an Adonis Service Desk member before applying any new remote software or systems for remote connectivity. 

  • For all Adonis servers and applications, the Customer should maintain acceptable disaster recovery procedures.

  • The Customer will assist Adonis in the Resolution of the issues, by providing examples and answering questions. Any issues reported to the Adonis Jira Service Management system and/or communicated to Adonis must be provided in the English language.

  • The Customer with a local installation is responsible for their own scheduling of all the Adonis software upgrades that include testing, planning, and implementation.

  • If required by Adonis, the Customer shall supply all necessary and relevant information to perform our Support Services.

  • Provide remote access to the software platform as necessary to solve any issues.

  • The Customer is responsible for following the Adonis upgrade path for all the Adonis Software.

  • The Customer is responsible for surveillance of the Adonis Replicator unless they have entered into and Replication Surveillance agreement.

  • The Customer is responsible for making sure that data containing personal or sensitive information is sent through encrypted e-mail. If there is a need to send Adonis files containing this kind of information, the Customer Portal must be used. Screenshots displaying personal employee and/or company/client information such as Names, Rank, etc. is considered to be in non-compliance, and failure to comply will this policy will result in that these issues/requests will not be handled.

Before you submit an issue/request or make a call, please make sure you have tried the following:

  • Attempt to reproduce the problem to make sure it is not a user error

  • Please check the obvious things like cabling, login information, user access, etc. The solution may be in the process, not the Software

  • Review all relevant documentation – including any manuals and online help

  • Verify that the problem is related to Adonis Software. The problem may be with your network, IT environment, server environment, disk space, power, third-party Software, or interfaces, in which case you will need to contact the appropriate vendor for

  • If the problem is reproducible, check to see if any changes have recently taken place in your operating environment or setup that might be responsible for the issue.

  • Once identified, please make sure the issue is submitted to the Adonis Service Desk and have the issue/request number (#) available for the call. It is a requirement for the Customer to ensure this always takes place, even if calling the Duty Phone.

 

Please submit as many details as possible when opening a new issue/request or when calling the Duty Phone:

  • Full name of user and Customer who reported the issue

  • Call back number—especially important if this is an after-hours or weekend call

  • The email address of the person reporting

  • The exact information of any error, including screenshots of the Adonis application in question and error logs if available

  • The exact time frame of when issue or issues started

  • The Customer will be asked if any parameters or settings changed in the System

  • Current examples and steps to recreate the problem

  • System Version

  • Make sure any personal and/or sensitive data is not visible in the email. If there is a need to submit information containing personal and/or sensitive data, the issue/request must be submitted via the online portal. 

Terms and Conditions

Terms and conditions are set forth in the Master Agreement and Addendums.

Additional Agreements

Additional agreements are available against additional cost:

https://adonishr.atlassian.net/wiki/spaces/APS/pages/4525162501

https://adonishr.atlassian.net/wiki/spaces/APS/pages/4566384641