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Support SLA

Support Package Gyrus

The Gyrus Support Package is geared to support and enable a client to successfully meet their business objectives via the use of the GyrusAimTM Learning Cloud by Gyrus application. This package is included in your subscription agreement.

The client will enjoy the following support benefits:

  • Application Functionality: General guidance intended to ensure the effective use of the GyrusAimTM Learning Cloud application.
  • Application Issue Management: Analysis, tracking, communication, and resolution of production-related application issues.
  • Service Request Management: Managing the scoping, tracking and delivery of Service Requests, which are requests for standard engineering services.
  • 24/7 access to our Knowledge Base in the Gyrus Support Portal: Clients will have around the clock access to self-service resources such as the online Knowledge Base and to our customer community in the Gyrus Support where they can self-assist or seek best-practice advice from Gyrus Subject Matter Experts and peer organizations.

The Gyrus Support Package offers the following support features:

  

Bronze Support Feature Description
Live Phone Support 8am-5pm Monday-Friday Eastern Time Zone.
Named Lead Administrators Up to two (2) individual administrators who may contact Gyrus Product Support.
Online Support and Knowledge Base Access to Gyrus self-service resources is available 24/7 through the web interface of the client success center.
Case Management Tools Up to 10 tickets per month Included, via 24/7 self-service portal.
Gyrus Product Community Included, via 24/7 self-service portal.
Service levels Standard, as set forth in the Gyrus Service Level Agreement
Onboarding 2 Hours of Onboarding via Webinar.

  

Silver Support Feature Description
Live Phone Support 8am-5pm Monday-Friday Eastern Time Zone.
Named Lead Administrators Up to three (3) individual administrators who may contact Gyrus Product Support.
Online Support and Knowledge Base Access to Gyrus self-service resources is available 24/7 through the web interface of the client success center.
Case Management Tools Up to 20 tickets per month Included, via 24/7 self-service portal.
Gyrus Product Community Included, via 24/7 self-service portal.
Service levels Standard, as set forth in the Gyrus Service Level Agreement
Onboarding 4 Hours of Onboarding via Webinar

  

Gold Support Feature Description
Live Phone Support 8am-5pm Monday-Friday Eastern Time Zone.
Named Lead Administrators Up to four (4) individual administrators who may contact Gyrus Product Support.
Online Support and Knowledge Base Access to Gyrus self-service resources is available 24/7 through the web interface of the client success center.
Case Management Tools Unlimited tickets Included, via 24/7 self-service portal.
Gyrus Product Community Included, via 24/7 self-service portal.
Service levels Standard, as set forth in the Gyrus Service Level Agreement
Onboarding 6 Hours of Onboarding via Webinar
Implementation Manager Dedicated Implementation Manager

  

Gyrus Service Level Agreement

This Service Level Agreement is subject to the terms and conditions of Client's agreement with Gyrus Systems ("Gyrus") (the "Agreement"), and does not become operative until either the Client has:

  1. Successfully completed all the training requirements for a fully configured version of the GyrusAim application; or
  2. Fully paid its account for a Client self-initiated version of the GyrusAim application.

Definitions

A "Defect" is a technical defect with the Gyrus application and/or those portions of software integrations within Gyrus’s control. Defects fall into two general categories: major (Severity 1 and Severity 2) and minor (Severity 3). The "Severity" of a Defect is determined by Gyrus, subject to the following definitions and parameters.

A “Business Day” refers to the hours of 8 am to 5 pm EST Monday through Friday in Richmond, Virginia, USA.

“Gyrus Customer Support Portal” refers to the self-service portal available to authorized Client personnel for access to product, support and other information relevant to the Client’s agreement with Gyrus.

“Gyrus Customer Support Portal” is the system available to all authorized Client personnel, for registering, monitoring or providing feedback on all requests for support from Gyrus.

Major Defects

  • Severity 1 (S1): A Defect that results in the Gyrus URL producing no results. "Severity 1" does not include downtime for maintenance.
  • Severity 2 (S2): A Defect that results in any of the following: (i) an entire application module (Gyrus SAAS LMS) is inaccessible; or (ii) all of Client's authorized users cannot log in to Gyrus's application after repeated attempts.

  

S1 S2
Initial Notification One(1) hour via an Incident Report
Status Updates Every two (2) hours until resolution or as indicated in the Incident Report
Resolution Twelve (12 hours) Twenty-four (24) hours
Remedy In the event that Gyrus has not complied with its "Resolution" obligations set forth above, then, for each calendar day (or portion thereof) that Gyrus has not so complied, Client shall be entitled, as its sole and exclusive remedy therefor, to a credit against Client's next invoice equal to 1/365th of the annual fees for Software set forth in the Agreement.

  

Minor Defects

  • Severity 3 (S3): A Defect in one or more application features.

For "Severity 3" Defects, Client determines its priority in having the Defect resolved (i.e., Priority 1 (P1), Priority 2 (P2), or Priority 3 (P3)). Any issue not clearly labeled "Priority 1" or "Priority 2" by Client at the time of initial submission will be deemed a "Priority 3" issue.

As a guideline, below are some examples of the three priority levels:

  • Priority 1 = A prominent feature that is routinely used that is important to the Client’s business, where multiple users are prevented from progressing with important tasks. There is no workaround.
  • Priority 2 = An existing feature that does not work as per product design, but multiple users are not prevented from progressing with important tasks. A workaround exists.
  • Priority 3 = A defect that is neither Priority 1 nor Priority 2, including without limitation, cosmetic issues with the application.

Note: The Priority level for a particular incident may be adjusted by Gyrus after the initial review.

  

S3/P1 S3/P2 S3/P3
Case Generation Upon submission
Diagnosis / Validation Seven (7) business days Ten (10) business days Twenty (20) business days
Status Updates Available 24/7 via Support Center
Resolution Within a reasonable time period
Escalation A Client business stakeholder (i.e., not a Client administrator) may escalate an S3/P1 defect to the Global Product Support Manager with a written statement of business impact relating to the Defect. Gyrus may agree to shorten the resolution time for the Defect following an assessment of risk and business impact. N/A N/A
Remedy In the event that Gyrus has not complied in all material respects with its "Resolution" obligations for S3/P1 and S3/P2 set forth above, then Client shall give Gyrus prompt, written notice of such non-compliance. If, after five (5) business days from receipt of a notice of non-compliance, Gyrus still has not resolved the problem, then Client shall be entitled, as its sole and exclusive remedy therefor, to a one-time credit** against Client's next bill equal to 1/365th of the annual fees for Software set forth in the Agreement. N/A

  

General Queries

Gyrus endeavors to respond to all general queries about the application within one (1) Business Day.

Software availability

Gyrus will provide at least ninety-nine percent (99%) of Software availability per calendar month as recorded by Gyrus’s internal processes, excluding reasonable and scheduled maintenance periods. Should monthly Software availability fall below 99%, the Client will be entitled, as its sole and exclusive remedy therefor, to a credit against Client’s next invoice equal to one percent (1%) of its Subscription fees for that month for each one percent (1%) (or portion thereof) of unavailability. Credits must be claimed within ten (10) days of the end of the relevant month.

**To claim a credit under Defects above, the Client must submit a credit request within thirty (30) days of the event giving rise to a credit. Upon receiving the request, Gyrus shall have five (5) business days to respond.