MSP SERVICE LEVEL AGREEMENT

Revised Effective as of January 1, 2024

PENALTIES

In the event DAS does not fulfill its obligations under this SLA, Client may be eligible to receive service credits towards future invoices, at the sole discretion of DAS. The foregoing penalty shall be the sole remedy available to Client for DAS’s breach of this SLA.

 

GENERAL

Any obligations of DAS under this SLA shall become null and void upon any breach by Client of the DAS Standard Incorporated Terms and Conditions, including any failure by Client to meet payment obligations to DAS.

 

CLIENT SUPPORT

General Client Support is available between the hours of 8:00 am and 8:00 pm EST Monday through Friday, except for Company recognized holidays, which include New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and the Friday after, and Christmas Day. In the event that a Holiday falls on a Saturday, the preceding Friday will be recognized as the Holiday, and in the event it falls on a Sunday, then the subsequent Monday will be recognized as the Holiday.

 

MSP SLA is as follows:

MSP Support SLA
Level	Description	First Response Time
Priority 1 Total System Outage	P1 Incidents are defined as a total system outage resulting in the inability to access systems. Company Wide Infrastructure Outage Company Wide Network Outage Business Application Outage Critical Job Function Outage	15 mins- Client will need to notify DAS Health support desk to report a P1 by phone to log the ticket.
Priority 2 Department or Localized Outage	P2 Incidents are defined as a significant outage covering multiple users, team, department, or locations resulting in the inability to access systems. Department or Localized Wide File-Share Outage Department or Localized Network Outage Department Level Business Application Outage Business User unable to perform their daily functions and a temporary solution is not available.	30 Mins- Client will need to notify DAS Health support desk to report a P2 by phone to log the ticket.
Priority 3 Business User Down	Business User Issues, but still able to perform daily activities with a temporary solution. Affected by Peripherals Server Networking Application Issues Login Issues	1 Hour- Client will need to notify DAS Health support desk to report a P3 by phone or email to log the ticket.

 

First Response Time is the time to first contact the client from the first time that DAS is notified either by phone call to the Support Line (813-774-9800 x4) or an email is received by help@DASMSP.com. Although every attempt to resolve the issue will be made on the initial call, there may be more information that needs to be gathered and analysis that is required. There is no guarantee that the issue will be resolved in that timeframe, or at all, but that reasonable commercial efforts will be expended until the issue is resolved to the Client’s reasonable satisfaction. Please see the DAS Standard Incorporated Terms and Conditions for specific product warranties.

Emergency Client Support is available after hours 24/7/365 for issues rendering critical business core functions inoperable. Emergency Client Support issues should only be reported via the Support Line (813-774-9800 x4). Every reasonable effort will be made to respond within 15 minutes and resolve the issues as soon as reasonably possible thereafter.