Servifront Service Level Agreement
This Service Level Agreement (SLA) defines the service levels, support coverage, response targets, and remedies that Servifront commits to its customers for the hosting, implementation, and ongoing support of Odoo ERP and Servifront custom modules.
1. Overview
Purpose, scope, and terminology of this agreement.
Scope of Services
This SLA applies to all customers with an active Servifront support, hosting, or maintenance contract. It covers the following service areas:
Hosting & Infrastructure
Server availability, backups, monitoring, OS & database patching for hosted Odoo instances.
Implementation
Configuration, data migration, and deployment of Odoo and Servifront custom modules.
Functional Support
End-user assistance, how-to guidance, and resolution of functional defects.
Technical Support
Investigation and resolution of bugs, performance issues, and integration failures.
Custom Modules
Maintenance and corrective fixes for SF_* Servifront modules within their supported versions.
Upgrades
Planned version upgrades and security patches according to the agreed maintenance window.
Specific services, modules, environments, and customer entitlements are listed in your individual Service Order, which is incorporated into this SLA by reference.
Definitions
| Term | Meaning |
|---|---|
| Business Hours | Monday to Friday, 07:00–17:00 (Local Time), excluding national holidays. |
| Off-Hours | All time outside Business Hours, including weekends and holidays. Reserved for server maintenance and Severity 1 incidents. |
| Incident | An unplanned interruption or reduction in quality of a covered service. |
| Service Request | A user-initiated request that is not an incident (questions, configuration, training). |
| Downtime | Period during which a Production environment is fully unavailable to all users due to a fault attributable to Servifront. |
| Uptime | (Total minutes in month − Downtime minutes) ÷ Total minutes in month, expressed as a percentage. |
| Response Time | Time elapsed between a valid ticket being received and a Servifront engineer formally acknowledging the case. |
| Resolution Time | Time elapsed between acknowledgement and a permanent fix or accepted workaround being delivered. |
| MRF | Monthly Recurring Fee — the fixed support / hosting fee charged to the Customer for the affected service in the month of the incident. |
2. Coverage
When and how Servifront is available.
Service Hours
| Coverage | Schedule | Scope |
|---|---|---|
| Standard Support | Monday – Friday 07:00 – 17:00 |
Functional & technical support, configuration, training, service requests, all severities. |
| Off-Hours On-Call | Monday – Friday 17:00 – 20:00 Weekends & Holidays 07:00 - 18:00 |
Severity 1 incidents only (Production down, data loss, security breach), plus scheduled server maintenance. |
| Server Maintenance | Weekends Overnight & Off-Hours | OS patching, database tuning, backups verification, disaster-recovery drills. |
| Holidays Observed | National holidays | Treated as Off-Hours. Severity 1 on-call coverage remains active. |
Severity 2, 3, and 4 incidents and all service requests received during Off-Hours are queued and processed on the next Business Day.
Support Channels
| Channel | Use For | Availability |
|---|---|---|
| Help Desk Portal | All ticket types — preferred channel | 24/7 (intake) |
Email (support@servifront.com) | All ticket types | 24/7 (intake) |
Phone Hotline (+506 8693-1288) | Severity 1 escalations | |
| Scheduled Sessions | Training, consulting, change reviews | Business Hours |
SLA timers begin only when a ticket is created in the Help Desk Portal or by email with the required information (environment, user, steps to reproduce, screenshots, severity proposal).
Maintenance Windows
- Standard Window: Sundays 22:00 – Mondays 04:00.
- Emergency Window: Any time, with best-effort prior notice, for critical security patches.
- Planned Maintenance: Communicated at least 72 hours in advance through the Help Desk Portal and email.
- Downtime occurring within an announced Maintenance Window does not count against the monthly Uptime commitment.
3. Service Levels
Targets that Servifront commits to and how they are measured.
Monthly Targets at a Glance
Incident Severity Classification
| Severity | Definition | Examples |
|---|---|---|
| Sev 1 — Critical | Production is fully unavailable, or there is data loss, security breach, or a critical business process is completely blocked with no workaround. | Server down, login impossible for all users, electronic invoicing rejected for the whole company. |
| Sev 2 — High | A major function is degraded or unavailable for a group of users, but a workaround exists or the rest of the system operates. | One module unusable, sluggish performance, scheduled action failing repeatedly. |
| Sev 3 — Medium | A non-critical function fails or behaves incorrectly. Limited user impact. | Report layout issue, minor data discrepancy, single-user error. |
| Sev 4 — Low | Cosmetic issues, questions, change requests, training, documentation. | Label typo, how-to questions, request for new view filter. |
Response & Resolution Targets
| Severity | Coverage | Response Time | Resolution Target | Status Updates |
|---|---|---|---|---|
| Sev 1 | 24 / 7 | ≤ 1 hour | ≤ 4 business hours | Hourly until resolved |
| Sev 2 | Business Hours | ≤ 4 business hours | ≤ 2 business days | Daily |
| Sev 3 | Business Hours | ≤ 1 business day | ≤ 5 business days | Every 2 business days |
| Sev 4 | Business Hours | ≤ 2 business days | Best effort / next release | On status change |
Resolution targets refer to the delivery of either a permanent fix or a mutually accepted workaround that restores normal business operation.
Production Uptime Commitment
Servifront commits to a 99.5% monthly Uptime for hosted Production environments, measured as:
Uptime % = (Total minutes in month − Unplanned Downtime minutes) ÷ Total minutes in month × 100
- Measurement is based on Servifront external monitoring of the Production URL.
- Planned Maintenance Windows and incidents in the Exclusions list are not counted as Downtime.
- Non-Production environments (Staging, Test, Development) are best-effort and not subject to Uptime SLA or Service Credits.
4. Service Credits
Financial remedy when Servifront fails to meet its commitments.
If Servifront fails to meet the monthly Uptime commitment, the Customer is entitled to a Service Credit calculated as a percentage of the Monthly Recurring Fee (MRF) for the affected service.
Uptime Credit Schedule
| Monthly Uptime Achieved | Service Credit |
|---|---|
| ≥ 99.5% | 0% (target met) |
| ≥ 99.0% and < 99.5% | 5% of MRF |
| ≥ 98.0% and < 99.0% | 10% of MRF |
| ≥ 95.0% and < 98.0% | 20% of MRF |
| < 95.0% | 30% of MRF |
Severity 1 Resolution Credit
If a Severity 1 incident exceeds twice the resolution target (i.e. more than 8 business hours to deliver a workaround), the Customer is entitled to an additional credit of 5% of MRF per occurrence, up to a maximum of 10% per month.
Maximum Monthly Credit
The total Service Credit issued in any single month shall not exceed 30% of the MRF for the affected service. Service Credits are the Customer’s sole and exclusive remedy for any failure to meet the SLA.
How to Claim a Credit
Credit Exclusions
Service Credits do not apply when the failure is caused by any item listed in SLA Exclusions, or when the Customer is in arrears of payment beyond 30 days.
5. Operations
How incidents, changes and reporting are handled day-to-day.
Incident Management Process
Escalation Path
| Level | Owner | Triggered When |
|---|---|---|
| L1 | Support Engineer | Initial assignment |
| L2 | Senior Engineer / Module Specialist | Response or progress targets at risk |
| L3 | Support Manager | Sev 1 over 2 hours, or any SLA breach |
| L4 | Operations Director | Repeated breaches, customer dissatisfaction |
Change Management
- Standard Changes (low risk, pre-approved templates): scheduled with 48 h notice.
- Normal Changes: planned with the Customer, deployed in a Maintenance Window.
- Emergency Changes: required for Sev 1 fixes or critical security patches; deployed immediately with retroactive notification.
Reporting
Servifront provides a monthly service report within 10 business days after month-end, including:
- Achieved Production Uptime and Downtime breakdown.
- Number of tickets by severity and current SLA compliance.
- List of completed Maintenance and Changes.
- Any Service Credits accrued.
6. General Terms
Responsibilities, exclusions, and governance of this SLA.
Customer Responsibilities
- Designate a primary technical contact and a backup, authorised to open and approve tickets.
- Provide accurate, complete information when reporting incidents, including reproduction steps.
- Maintain end-user devices, browsers, and internet connectivity in supported configurations.
- Apply Servifront-recommended patches and upgrades within agreed windows.
- Keep accounts and licenses current; SLA is suspended for accounts past due more than 30 days.
- Test changes in the Staging environment before requesting Production promotion.
SLA Exclusions
The following events are not counted as Downtime and do not generate Service Credits:
- Planned and announced Maintenance Windows.
- Force majeure: natural disasters, government acts, internet backbone failures, regional power outages.
- Failures of services not provided by Servifront (third-party APIs, customer ISP, customer data center, customer email server, Hacienda APIs, BCCR APIs, Bank Payment APIs).
- Issues caused by Customer modifications, custom code not authored or approved by Servifront, or unauthorised changes to the environment.
- Misuse, capacity exceeding the contracted plan, denial-of-service attacks targeting the Customer.
- Beta features, sandbox / non-Production environments.
- Periods during which the Customer prevents Servifront from accessing the system to investigate.
Review & Updates
- This SLA is reviewed at least annually jointly with the Customer.
- Servifront may amend the SLA with at least 30 days’ written notice; material reductions in service levels require Customer consent.
- The current SLA version supersedes all prior versions for incidents occurring after its effective date.
Contact & Support
| Channel | Detail |
|---|---|
| Help Desk Portal | https://support.servifront.com |
support@servifront.com | |
| Severity 1 Hotline | Provided in your Service Order — 24 / 7 |
| Account Manager | Named contact in your Service Order |
For the fastest response, always open a ticket through the Help Desk Portal — it ensures your case is tracked, prioritised, and counts toward SLA measurement.