Service Level Agreement

This service level agreement (‘SLA’) describes the levels of service a consumer (the client) may receive from Help Desk Migration (‘Vendor’). This page also serves as a set of guidelines to inform decision-making within Help Desk Migration and the support services provided by the Vendor.

This page should be read along with the Terms of Service between the client and the Vendor. While this SLA addresses key aspects of the services and support provided, additional contracts may include areas not included in this SLA.

Purpose

This SLA is an important part of the contract between the client and the Vendor. Its purpose is to foster effective collaboration between both parties.

The document is limited in scope since it sets the official policies for support provided through the Support Center. By establishing these policies and directing help requests through the website, phone, and live chat, the Vendor aims to deliver better service, have a clear understanding of the customer’s needs, and demonstrate the appropriate level of staff to manage the volume of requests efficiently.

Services Covered

This SLA specifically applies to the services provided by the Vendor for migrating data between help desk systems. This SLA contemplates only those above-named services and makes no guarantees or representations as to the provision or availability of any other service that may be provided by the Vendor as an ancillary benefit to its clients.

Parties

This agreement applies to Help Desk Migration and includes the following departments:

Service Management
Support Department
Technical Department

Exclusions

While the Vendor is committed to resolving issues promptly, there are certain exclusions to this SLA. This agreement does not apply in the following cases:

When the client has caused a problem, such as making changes to the migration configuration without informing or consulting the Vendor.
When the client has obstructed necessary maintenance and update tasks.
The client has caused the corruption of data or an unsatisfiable outcome. For instance, not thoroughly reviewing test migration results before proceeding with the Full migration.

Methods of Contact

Customers can contact the Vendor in the following ways:

Submit a ticket
Start a live chat. (Note, due to staffing limitations, live chat support may not always be available immediately.)
Email the Vendor directly at contact@help-desk-migration.com.
Call at +1-888-866-7471.

Hours of Operation and Response Times

Support Center is open seven days a week to assist the clients with any questions or issues they may encounter.

Monday through Friday, the client can reach from 8 am to 12 am (UTC+2 or UTC+3)*
Saturday and Sunday, Relokia’s team is available from 11 am to 1 pm and from 6 pm to 8 pm (UTC+2 or UTC+3)*

*Note that the Support Center operates based on the practice of daylight saving time:

from Sunday, Mar 31, 2024 to Sunday, Oct 27, 2024, our time zone is UTC+3.
from Sunday, Oct 27, 2024 to Sunday, Mar 30, 2025, it's UTC+2.

The Vendor understands that technical difficulties can occur anytime, and the Vendor is here to support the client whenever it is needed. Feel free to contact the Support Center—the Vendor’s team is always ready to assist.

The level of support, response times, and priorities vary on the chosen Support Plan. There are three Support Plans that provide the following support:

STANDARD: 9/5 Support via email, phone & chat, regular SLA response time (within 24 hours), 1 data re-migration within 3 days, and thorough skipped/failed records check and migration.
PREMIUM: 16/5 on weekdays and 4 hours on weekends (10 am to 12 am, and 6 pm to 8 pm) support via email, phone & chat, high priority response time, dedicated support on weekends, 1 data re-migration within 5 days, and thorough skipped/failed records check and migration.
SIGNATURE: 16/5 on weekdays and 4 hours on weekends (10 am to 12 am, 6 pm to 8 pm) support via email, phone & chat, highest priority response time, dedicated tech support on weekends/holidays, 1 data re-migration within 10 days, Interval migration option, 1 Delta migration within 10 days, skipped/failed records check and migration.

Resolution Times

The Vendor will always strive to resolve problems as quickly as possible. It recognizes that the service provided by the Vendor may impact the client’s business and that any downtime can cost money.

However, the Vendor is unable to provide guaranteed specific resolution times due to the varying nature and complexity of problems.

For example, some data migration issues might be resolved within hours with minor adjustments, while others may require more time, especially if client-side adjustments are needed.

In all cases, the Vendor will work diligently to address any issues and keep customers informed with regular progress updates.

Vendor Responsibilities

The Vendor is committed to providing and maintaining the services the client relies on.

To ensure a seamless experience, the Vendor will:

Ensure relevant services and information are accessible to the client where and when necessary.
Respond to support requests within the timeframe outlined in Response Times.
Escalate and resolve issues promptly and appropriately.
Maintain clear and consistent communication with the client at all times.

To maintain data security and facilitate effective troubleshooting, the Vendor may require the customer to grant support access to customer service and technical teams support access for data migration and configuration adjustments. This access will remain active until the migration is completed or until the client chooses to revoke it manually.

Not granting such access may limit the ability of the customer service and technical teams to address data migration issues and provide necessary support for their resolution.

Responsibilities of Those Making a Request

The client will use the Vendor-provided services as intended. When contacting the Vendor, the client must provide:

A valid email address. If the client uses any spam protection, whitelist contact@help-desk-migration.com.
A valid phone number.
A clear and specific description of the problem or request, including information regarding any error messages you may have received.

If one of these requirements is not met, the Support Staff will attempt to contact the client up to 3 times for clarification. If the client does not provide any relevant information or takes no required actions, the issue will be marked as solved. Help Desk Migration reserves the right to cease support if abusive language or behavior is encountered.

Additionally, the client will:

Notify the Vendor promptly of any issues or problems.
Provide the Vendor with required credentials, information, etc., for maintenance, updates, and fault prevention.
Maintain good communication with the Vendor at all times.

Data Access for Support

The client acknowledges and consents to providing customer service and technical teams with access to their migration data and settings. This access is essential for troubleshooting and resolving any issues that may arise. The access will remain in effect until the migration is complete or until the client manually revokes it.

The client understands that without granting such access, the Vendor’s ability to effectively address and resolve data migration-related issues may be limited.

Custom Migration Service

Custom migration service means that the client can request the Vendor to write custom code if the standard service does not meet their needs.

The standard timeframe for custom development is 2 (two) business days. Thus, this may be extended depending on the complexity of the custom work required.

Once the client submits a request, the Vendor will

Gather the client’s requirements.
Estimate the complexity of the customization.
Provide a quote and an estimated completion timeframe.

Important: Customization availability and complexity estimation require that the client has a completed Demo migration and has granted access to the Demo migration to the Vendor’s support and technical teams.

Custom migration services are available at an additional cost. Payment is required before the client can evaluate the outcome of the custom service.

Having received the custom service, the client has 7 (seven) days to report any issues. If no problems are reported within this period, the customization is deemed successful. Any further changes will incur additional charges.

The custom migration service is non-refundable.

Conditions of Access Details

To provide the service, the Vendor will request specific credentials and information.

For the Full Data Migration, the Vendor stores relevant information during the migration and for 3 (three) days afterward to address any potential issues. If no problems are reported within the following periods—3 days for Standard plans, 5 days for Premium plans, and 10 days for Signature plans—the Vendor considers the migration successful and proceed to remove the information related to it.

The same policy applies to the Free Demo Migration. During the Free Demo Migration and 7 (seven) days after its completion, the Vendor stores the information to resolve any issues and answer questions that may arise.

If the client does not initiate the Full Data Migration within 30 (thirty) days, the Vendor removes the information related to the Demo Migration.

The Vendor also recommends changing passwords and restricting access granted to the Vendor for data migration 5 (five) days after the automated Full Data Migration is completed.

Data Re-migration

Data re-migration involves migrating data between the same Source and Target for a second time. This process may be necessary in the following scenarios:

When data has been migrated to a sandbox instance and needs to be re-migrated to the live instance.
When migration needs customization to better fit the user’s requirements.
When the Target has been updated or upgraded.
When enabling audit fields.
When the Source data has been changed.

The Standard support plan users can re-migrate data for 100% of the automated data migration cost during the 3 (three) days after the Full Data Migration. And, Premium support plan users can re-migrate data once within 5 (five) days after the Full Data Migration, and Signature support plan users can re-migrate data once within 10 (ten) days after the Full Data Migration.

NOTE: Help Desk Migration is not responsible for data corruption or unsatisfactory outcomes resulting from client actions. It is crucial for the client to thoroughly review the results of the Demo Migration, report any issues, and resolve them before proceeding with the Full Data Migration.

To request the data re-migration service, submit a ticket describing your request.

NOTE: All previously migrated data, including any changes the client has made to the records on the Target, will be automatically removed from the Target.

Delta Migration

Delta migration is available exclusively for users on the Signature support plan. The client can perform one Delta migration within 10 days after the Full Data Migration.

Delta Migration can be started between 9 am and 9 pm on weekdays in EET/UTC +3. If the client needs to start it outside these hours or on a different day, contact the Vendor to arrange the details.

Interval Migration

Interval migration is available only for users of the Signature support plan. Once you opt for the Signature support plan, you can pause and resume your data migration up to five times, and each pause should be up to 5 days.

Contact the Vendor to discuss and arrange the details for pausing and resuming the migration using the Interval migration option.

Right of Termination

The Vendor recognizes that it provides services that are critical to the client’s business.

If the Vendor consistently fails to meet the service levels described above, the client has the right to terminate the service without penalty.

This right can be exercised if the Vendor does not meet our responsibilities or response time levels more than five times within a single calendar month.