Service Level Agreement
This Service Level Agreement (“SLA”) is made part of and governed by the Master Services Agreement (the “Agreement”) executed between Provider and Customer. Provider may change or modify these terms from time-to-time without notice other than posting the amended terms on Provider’s website. The amended terms will automatically be effective when so posted, and Customer’s continued use of Provider’s products shall constitute Customer’s consent to such changes.
Provider agrees to repair and maintain the Applications in good operating condition (ordinary wear and tear excepted), including, without limitation, furnishing all parts and labor, unless otherwise agreed by the parties. All such maintenance will be conducted in accordance with the service levels in Items 1 through 10 below. All such maintenance will be provided at Provider’s sole cost and expense unless necessitated by any misuse of, or destruction, damage, or vandalism to any premises equipment by Customer (not incarcerated individuals at the Facilities), in which case, Provider may recoup the cost of such repair and maintenance through either a Commission deduction or direct invoicing, at Provider’s option. Customer agrees to promptly notify Provider in writing after discovering any misuse of or destruction, damage, or vandalism to the equipment. If any portion of the Applications are interfaced with other devices or software owned or used by Customer or a third party, Provider will have no obligation to repair or maintain such other devices or software.
- Outage Report; Technical Support. If either of the following occurs: (a) Customer experiences an Application outage or malfunction or (b) the Application requires maintenance (each a “System Event”), then Customer will promptly report the System Event to Provider’s Technical Support Department (“Technical Support”). Customer may contact Technical Support 24 hours a day, seven days a week (except in the event of planned or emergency outages) by telephone at 866-558-2323, by email at TechnicalSupport@securustech.net, or by facsimile at 800-368-3168. Provider will provide Customer commercially reasonable notice, when practical, before any Technical Support outage.
- Priority Classifications. Upon receipt of Customer’s report of a System Event, Technical Support will classify the System Event as one of the following three priority levels:
||30% or more of the functionality of the Application is adversely affected by the System Event.
||5% – 29% of the functionality of the Application is adversely affected by the System Event.
||Less than 5% of the functionality of the Application is adversely affected by the System Event. Single and multiple phones related issues.
- Response Times. After receipt of notice of the System Event, Provider will respond to the System Event within the following time periods:
- Response Process. In the event of a System Event, where the equipment is located on Customer premises, Technical Support will either initiate remote diagnosis and correction of the System Event or dispatch a field technician to the Facility (in which case the applicable regional dispatcher will contact Customer with the technician’s estimated time of arrival), as necessary. In the event a System Event occurs in the centralized SCP system, technical support will initiate remote diagnosis and correction of the System Event.
- Performance of Service. All the repair and maintenance of the Applications will be done in a good and workmanlike manner at no cost to Customer except as may be otherwise set forth in the Agreement. Any requested modification or upgrade to the Applications that is agreed upon by Provider and Customer may be subject to a charge as set forth in the Agreement and will be implemented within the time period agreed by the parties.
- Escalation Contacts. Customer’s account will be monitored by the applicable Territory Manager and Regional Service Manager. In addition, Customer may use the following escalation list if Provider’s response time exceeds 36 hours: first to the Technical Support Manager or Regional Service Manager, as applicable, then to the Director of Field Services, then to the Executive Director, Service.
- Notice of Resolution. After receiving internal notification that a Priority 1 System Event has been resolved, a technician will contact Customer to confirm resolution. For a Priority 2 or 3 System Event, a member of Provider’s customer satisfaction team will confirm resolution.
- Monitoring. Provider will monitor its back office and validation systems 24 hours a day, seven days a week.
- Required IGR. Customer is responsible for providing a dedicated isolated grounded receptacle (“IGR”) for use in connection with the Applications. Upon request, Provider will provide Customer with the specifications for the IGR. If Customer is unable to or does not provide the IGR, Provider will provide the IGR on a time and materials basis at the installer’s then-current billing rates, provided that Provider is not responsible for any delay caused by Customer’s failure to provide the IGR.
- End-User Billing Services and Customer Care. Provider’s Securus Correctional Billing Services department will maintain dedicated customer service representatives to handle end-user issues such as call blocking or unblocking and setting up end-user payment accounts. The customer service representatives will be available 24 hours a day, 7 days a week by telephone at 800-844-6591, via chat by visiting Provider’s website securustech.net, and by facsimile at 972-277-0714. In addition, Provider will maintain an automated inquiry system on a toll-free customer service phone line that will be available to end-users 24 hours a day, 7 days a week to provide basic information and handle most routine activities. Provider will also accept payments from end-users by credit card, check, and cash deposit (such as by money order, MoneyGram or Western Union transfer).