Service Level Agreement
Published: 22 April 2019
This Yapster Service Level Agreement (“SLA”) details our commitment to our Customers.
“We” or “us” are Yapster, a trading name of Employee Republic Ltd, registered in England and Wales with company number 09458604.
“You” or “the user” are a Customer or user of Yapster.
“Yapster Application” is the software, developed by us and installed on a user’s iOS or Android mobile phone used to access the messaging and newsfeed functions provided by Yapser.
“Yapster Application Services”: This is the collection of technologies delivering the messaging, newsfeed and all related functionality accessed via an internet browser or the Yapster Application installed on your mobile device.
“Yapster Services” are the combination of the Yapster Application and the Yapster Application Services.
“Critical Service Issue” means when it is not possible to connect to the Yapster Application Services via an internet browser or the Yapster Application.
All times are in UK time unless otherwise stated.
“Public Holidays” means bank holidays in England and Wales.
“Business Hours” means 09:00 to 17:00 on weekdays excluding public holidays, New Year’s Day, Easter Day and Christmas Day when our Support Desk is closed.
Goals & objectives
The purpose of this agreement is to ensure proper process and commitments are in place to provide the Yapster services. This agreement seeks to present a clear, concise and measurable description of your Yapster service provision, and to match perceptions of expected service provision with actual service support and delivery.
While this agreement outlines our minimum obligations to you, we will always strive to exceed them.
The following services are covered by this agreement:
Monitored email support
In order to meet your requirements in support of this agreement, you must:
Provide reasonable availability of representatives when resolving service related incidents or requests
Notify us in advance of any location network or internet infrastructure changes (for example if you are planning to change the make or model of company-issued mobile handsets or remove site-level WiFi, if applicable), so we can advise of consequential risk to the service we provide
Planned maintenance events
We commit to providing 48 hours advance notification to you ahead of all planned maintenance events where there may be a period of disruption for users of more than 2 hours or where an upgrade of the Yapster Application will be required.
Whenever possible, we will perform potentially disruptive events outside of your trading hours, and outside of UK business hours.
Emergency maintenance events
Whilst these should be an extremely rare event, where the need for unplanned or emergency maintenance arise, we will always endeavour to complete such maintenance without disruption to Yapster Application Services availability.
Where this is not possible, We will notify You of any event expected to last more than 30 minutes.
All data is routinely backed up every night, commencing from 01:00 UTC.
Monitored email support
Support requests should be raised and continued by emailing our helpdesk address firstname.lastname@example.org. Email is our preferred channel as it allows us to triage and collaborate effectively, leading to the quickest resolution for the more critical incidents.
The following table details the response times we commit to meeting:
|Description||Business Hours||Out of hours|
|Complete loss of service for all users||2 hours||2 hours from start of Next business day|
|Core functionality loss (i.e. messaging) for all users||1 business day||Next business day|
|All other support requests||2 business days||2 business days|
Telephone support is not available on our basic SLA. However, callbacks may be requested by email.
Changes to the services provided and this SLA will be communicated to Yapster clients.
Your internet infrastructure services will be stable when Critical Service Issues are reported to us.
This Service Level does not apply to any unavailability of our services under the following circumstances:
Caused by factors outside of our reasonable control, including any force majeure event or large scale Internet access or related problems.
If the origin of any service interruption is proven to be the result of faults with or failure of your equipment, software or other technology and/or third party equipment (other than within our direct control).
Following suspension or termination of your Yapster account.
Thank you for using Yapster.