Okappy Service level agreement
This Service Level Agreement (SLA) sets the expectations between the Client and Okappy Ltd. It defines the relationship between the two parties, and sets out Okappy Ltd’s commitments to service.
This SLA applies to Clients who use Okappy’s hosted system. Okappy Ltd. reserves the right to revise this SLA at any time.
System server availability
- The server availability target is 99% in any given month with the exception of scheduled maintenance.
- Unless absolutely necessary, all maintenance will be scheduled out of hours at a time which Okappy deems to have minimal impact on all its customers.
- Availability reports can be provided monthly on request.
Issue resolution
- Okappy endeavours to respond to all customers’ queries raised by email to our support email address within 24 hours.
- Support requests may be recorded for tracking and resolving problems.
- When clients raise an issue, they should give as much details as possible about the issue including screenshots where possible.
- Where an issue is for an installed GPS tracking device, Okappy will in the first instance try to remotely connect to the device to find the cause of the problem. Devices are also set to reboot each night. In the event that the issue cannot be resolved within 24 hours, then the unit can be de-installed and returned to Okappy or a service call can be arranged with an Okappy technician.
- Where an issue is for an Okappy portable GPS device, Okappy will in the first instance try to remotely connect to the device to find the cause of the problem. If the issue cannot be resolved, then the device should be sent back to Okappy at its registered address.
Problem severity definition
- Critical – The ability to conduct their business or service which relies on Okappy is not available i.e., a server, network, database or application crash
- Priority – Service performance is degraded
- Ordinary – A specific issue on a part of the system which affects particular customers.
Note: Feature requests are welcome and will be investigated for inclusion within Okappy’s technology roadmap. Okappy reserves the right to charge for the addition of features which are outside of Okappy’s roadmap.
Escalation process
All queries received into the email above are visible to all Okappy employees. In the unlikely event that a response is not received within 24 hours, then queries can be escalated to Richard Harris, Managing Director.
Additional help and support
- Additional help and support is available on the Okappy website via its support centre.
- Click Okappy System Performance to see the current status of the Okappy system.