Business Intelligence 101, Inc. (Bi101) is committed to your success. To demonstrate our commitment, we have established a Service Level Agreement outlining the level of service you can expect from us. We strive to make every interaction productive. If we do not meet your expectations, we want to hear from you. Please send your feedback to info@bi101.com.
Measures
- Availability
- Notifications
- Response Time
- Product Quality
- Professional Services Quality
- Billing
- Communication
Outstanding Availability
Our goal is to provide 24 x 7 availability of the system. We commit to service availability of
99.8%.1 If we are unable to meet this level of service availability in any month, our
AvailabilityPlusSM subscription credit will provide a credit for the downtime. This means that you
will receive a credit of 10% of your fees for the month in which the outage event(s) occurred for
every percentage point that availability falls below the target level, up to a maximum of 50% of
your fees for that month2. In order to receive a credit the customer must submit a request for
credit to Bi101 within 15 days after the month in which the service availability dropped. Any
credit will be applied against subsequent monthly fees due to Bi101.
Immediate Notifications
Bi101 will notify you:
- Within 4 hours of receipt of a request for support
- Promptly upon any change in system availability via an email to your customer contact
- Promptly upon any delays in delivery of planned product features
- Promptly upon any changes in project timeline or cost
Rapid Response
If a customer contacts our Customer Support organization at support@Bi101.com or 866-552-4101, we will provide an acknowledgement within 4 hours. If the issue can not be resolved within
a 24 hour time period, we will provide an update within that time and continue to update you with
additional information as it is available.
Product Quality
Our Goal is to provide a high quality product that operates as described in our online product
documentation. If issues are encountered with Intacct’s products, we will address reported issues
according to the following priority levels:
Priority Description Actions & Response Time
- Red System Down:
- Site is not operational and
no workaround is available. Bi101 will work continuously until resolved.
- Target resolution goal: Average resolution
goal is within 4 hours of a reproducible
case being reported.
(Excludes system outages caused by
force majeure, i.e. acts of God, war, civil
unrest, acts of government, and any other
circumstances beyond Bi101’s reasonable control.)
- 1 Severe Impact:
- A major function is not working
(unable to utilize a specific portion of the application such as check printing or invoicing)
- Reproducible errors which result in a lack of application functionality or intermittent system failure.
- Good faith efforts by Bi101 to provide :
- A Workaround within 24 hours of notification; or
- If a Workaround is provided, then a
Plan for correction of the Error will be
provided within 5 (five) business days of notification for completion within 20 business days
- If a Workaround is not provided then a
Plan for correction of the Error will be
provided within 2 business days of notification for completion within 5 business days
- 2 Moderate impact:
- Reproducible errors causing
malfunction of non-critical functions
- Customer is able to use the
application with the issue outstanding
- Good faith efforts by Bi101 to provide:
- A Workaround within 7 (seven)
business days of notification; or
- If a Workaround is provided, then a
Plan for correction of the Error will be
provided within 15 (fifteen) business
days of notification for completion
within 60 days
- If a Workaround is not provided then a
Plan for correction of the Error will be
provided within 5 business days of
notification for completion within 20
business days
- Enhancement Request
- Enhancement requests will be
reviewed on a monthly basis by
Intacct
- Customers will be notified of the
outcome of the review and have an
opportunity to appeal the decision
Professional Services Quality
Our goal is 100% satisfaction with the professional services provided by Bi101. With that, we are
willing to place 10% of our professional services fees at risk to ensure customer satisfaction.
Bi101 agrees to provide the services as outlined and mutually agreed upon in the Project Scope
Document on-time and on-budget. If we are not able to deliver the services outlined within the
agreed to budget and timeline and all other aspects of the Project Scope Document are satisfied,
we will forego payment of the 10% of our labor-based fees at risk. No questions asked.
Billing Quality
We will deliver accurate statements of activity and charges to you on a monthly basis. If there is a
billing error brought to our attention, we will provide you a corrected statement within 3 days of
the being notified of the error.
Communication Excellence
- Product Development Plans
We will provide you with a rolling 6-month view of our product roadmap and an
opportunity to provide input and feedback on our development plans via a quarterly webbased meeting. We will notify you promptly if we encounter delays in delivering planned product features and provide you with a revised date for delivery.
- New Features
We will announce the availability of new features on the user home page and via the
Bi101 Update. We will also offer a monthly webinar to provide an overview of how to
utilize recently released features
- Scheduled Maintenance
We have published a weekly scheduled maintenance window during non-peak, nonstandard
hours for system maintenance. If an extended maintenance period is required,
the maintenance will be scheduled when it will have the least impact on our customers
whenever possible (usually nights or weekends) not to exceed 8 hours per week. For
extended maintenance periods, we will notify you 48 hours in advance via an email to the
customer contact in addition to an announcement on the user home page.
- 1 Service Availability is computed using the following definitions.
- System: Intacct’s application service, accessible over the network via web protocols, up to and including Intacct’s Internet
connection. Network problems beyond that point, such as ISP problems, Internet backbone problems, or customer
network problems are excluded. Development sites such as partner.intacct.com and beta software sites that are at times
made available to Customers are excluded. Software running on customers’ computers is also excluded.
- System Outage Hours: Period of time greater than ten (10) minutes during a given month in which the System is
unavailable, excluding scheduled system maintenance time.
- Total Hours: Period of time during a given month in which the System could be available, excluding scheduled system
maintenance time.
Service Availability: The percentage of Total Hours during a given month in which the System was available is computed as follows:
- Total Hours - System Outage Hours
100 X
Total Hours
Calculation of Service Availability excludes System Outages caused by force majeure, i.e. acts of God, war, civil unrest,
acts of government, and any other circumstances beyond Intacct’s reasonable control.
