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Service Level Agreement (SLA)

for Customer



   Effective Date: 12/10/12


Document Owner:










Service Level Agreement












(By signing below or electronically agreeing to this document, all Approvers agree to all terms and conditions outlined in this Agreement.)




Approval Date










Table of Contents


1.    Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Novicius and Customer for the provisioning of services (website and maintenance) required to support and sustain the   service plan chosen by customer. This Agreement remains valid until superseded by a revised agreement or amended by Novicius.  This Agreement outlines the parameters of all services covered as they are mutually understood by both Novicius and the customer. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2.  Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service to the Customer(s) by Novicius (the Service Provider).

The goal of this Agreement is to obtain mutual agreement for service provision between the Novicius (Service Provider) and Customer(s).

The objectives of this Agreement are to:

o         Provide clear reference to service ownership, accountability, roles and/or responsibilities.

o         Present a clear, concise and measurable description of service provision to the customer.

o         Match perceptions of expected service provision with actual service support & delivery.

3.  Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

Novicius (“Provider”)


4.  Periodic Review

This Agreement is valid from the 12-10-2012 (or from time of electronic signature by customer) outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year in order to check for amendments done to the SLA.

Contents of this document may be amended as required by Novicius and will communicate to all affected parties by posting an amended version at its website and sending customers written notice thereof.

5.  Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

5.1.               Service Scope

The following Services are covered by this Agreement;

o   The service plan that are purchase by customers from novicius.com (reference plans for the services you will receive).

o   Email management.

o   Hosting

o   Domain Name Management

5.2.               Customer Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

o         Payment for their monthly plan.

o         Paying installation fee.

o         Paying initial account setup fee.

5.3.                Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

o         Building the website.

o         Meeting service requirements that are stipulated in the monthly plans.

o         Maintaining the number of pages specified in each monthly plan.

5.4.              Service Assumptions

Assumptions related to in-scope services and/or components include:

o         Changes to services will be communicated and documented to all stakeholders.

o         Novicius may change or modify service plan prices and details at any time.

o         Changes to service prices will be communicated and documented to all stakeholders.

6.    Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

6.1.               Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

o         Telephone support : 10:00 A.M. to 5:00 P.M. Monday – Friday

+    Calls received out of office hours will be forwarded to an automated answering service and best efforts will be made to answer / action the call, however there will be a backup answer phone service.

o         Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday

+    Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day

o         Onsite assistance guaranteed within 72 hours during the business week.

6.2.                Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:

o         0-8 hours (during business hours) for issues classified as High priority.

o         Within 48 hours for issues classified as Medium priority.

o         Within 5 working days for issues classified as Low priority.

Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request. (Remote assistance includes Skype, email, phone, fax and other types of electronic communication.