ONBOARDING SERVICE LEVEL AGREEMENTS
1. Definitions
- The following capitalized items shall have the following meaning for the purpose of this SLA:
- “Assignment” shall mean when the onboarding project has an identified representative responsible for the completion of the project and they are introduced to the Subscriber.
- “Availability” shall mean the validity of services rendered by OfficeRnD.
- “Business days” shall mean official Bulgarian, Australian, or United States business days per regional representative.
- “Business hours” shall mean the working hours per day per regional representative, during business days.
- “Calls” shall mean the Zoom meetings that are scheduled and hosted by a representative
- “Communication” shall mean the modes of communication between the representatives.
- “Implementation” shall mean the onboarding project and its related activities as part of the agreed-upon scope dependent on the selected onboarding service.
- “Onboarding Service” shall mean the services outlined in this agreement and provided by OfficeRnD.
- “Task” shall mean the activities to be completed by the representative related to the agreed-upon scope dependent on the selected onboarding service.
- “Unavailable” shall mean when a representative is out of office and will be supported by other onboarding representatives.
- All capitalized items not expressly defined in this SLA shall have the meaning given to them pursuant to the Terms and Conditions.
2. Onboarding Services
| Title | Type | Description | SLA |
|---|---|---|---|
| Availability of Services | Service Availability | The length of time OB Services are valid upon contract signature. This is already an existing term as part of the OB Terms of Service. The 90 days begin immediately unless stated otherwise in the signed agreement or after meeting with the OB Specialist and establishing an agreed-upon start date. | 90 Days |
| Scheduling Calls | Calls | The minimum amount of time when requesting a call with the OB Specialist. OB Specialists have limited availability during the day for last-minute calls and will make a reasonable effort to accommodate based on their schedule. | 1 business day |
| Client Assignment | Admin Task | The time it takes to assign a customer to an OB Specialist. This will depend on the agreed upon OB Start Date unless stipulated differently in the contract. It can also be impacted by holidays, weekends, and resource availability. | Up to 1 week |
| Communication | General communications between a customer and OB Specialist. In cases where the OB Specialist is unavailable, the client can email [email protected] and adhere to the SLA. The OB Specialist is directed to include the proper contact channels in their OOO message. | 24 business hours | |
| Review Implementation Data | Task | The amount of time to review and audit the data that has been provided to the OB Specialist. This considers the time it requires for additional clarification during the auditing phase. This is also impacted by the data format and adherence to OfficeRnD standards. | 2 business days |
| Implementation Task | Task | The amount of time after an agreed-upon task is to be completed by the OB Specialist and the client can expect the data available. This can vary based on the amount of data required to be entered into the platform. This also takes effect once the data has been successfully reviewed, audited, and cleared. | 3 business days |