Service Level Agreements
Vitality offers the best customer service in our industry.
Service Level Packages
Standard
In-Platform
- Public Knowledge Base
- Walk Throughs
- Live Chat
- Support Tickets
Phone Support
- M - F 6AM - 9PM MST
Dedicated Support
- Monthly Group Trainings
Bronze
In-Platform
- Public Knowledge Base
- Walk Throughs
- Live Chat
- Support Tickets
Phone Support
- M - F 6AM - 9PM MST
Dedicated Support
- Monthly Group Trainings
- Two (2) On-boarding Sessions
- Quarterly Business Reviews
Silver
In-Platform
- Public Knowledge Base
- Walk Throughs
- Live Chat
- Support Tickets
Phone Support
- M - F 6AM - 9PM MST
Dedicated Support
- Monthly Group Trainings
- Four (4) On-Boarding Sessions
- Quarterly Business Reviews
- One (1) Virtual Training
- Dedicated CSM
Gold
In-Platform
- Public Knowledge Base
- Walk Throughs
- Live Chat
- Support Tickets
Phone Support
- M - F 6AM - 9PM MST
Dedicated Support
- Monthly Group Trainings
- Unlimited On-Boarding Sessions
- Quarterly Business Reviews
- Unlimited Virtual Training
- Unlimited Group Trainings
- Dedicated CSM
- Dedicated Project Manager
- On-Site Training (Optional)
- Professional Services Add-Ons
| Standard | Bronze | Silver | Gold | ||
|---|---|---|---|---|---|
| In-Platform | Walk Throughs | X | X | X | X |
| Live Chat | X | X | X | X | |
| Support Tickets | X | X | X | X | |
| Phone Support | M - F 6AM - 9PM MST | X | X | X | X |
| Dedicated Support | Weekly Group Trainings | X | X | X | X |
| On-Boarding Sessions | 4 | 6 | Unlimited | ||
| Virtual Training Sessions | 1 | Unlimited | |||
| Dedicated CSM | X | ||||
| Response Times | Level 4 - Minor | 1 Business Week | 4 Business Days | 3 Business Days | 2 Business Days |
| Level 3 - Moderate | 1 Business Week | 2 Business Days | 1 Business Day | 6 Business Hours | |
| Level 2 - Urgent | 2 Business Days | 1 Business Day | 4 Business Hours | 2 Business Hours | |
| Level 1 - Critical | 1 Business Days | 4 Business Hours | 2 Business Hours | 2 Hours | |
| Resolution Times | Level 4 - Minor | 3 Business Weeks | 2 Business Weeks | 1 Business Week | 5 Business Days |
| Level 3 - Moderate | 2 Business Weeks | 1 Business Week | 4 Business Days | 2 Business Days | |
| Level 2 - Urgent | 3 Business Days | 2 Business Days | 1 Business Day | 6 Business Hours | |
| Level 1 - Critical | 2 Business Days | 1 Business Day | 4 Business Hours | 4 Hours |
Support Response & Resolution Definitions
Level 4 - Minor
Minor problem or concern that does not materially affect Subscription Service’s functioning, or enhancement requests.
Level 3 - Moderate
Lesser business impact: (1) Core platform functions are available only with a workaround that materially inconveniences Clients; or (2) less significant features are unavailable with no reasonable workaround.
Level 2 - Urgent
Severe impact: the Subscription Service is usable for most or all core utility billing functions, but the error or problem causes significantly decreased Client productivity, such as periodic work stoppages or software feature crashes. No reasonable workaround is available.
Level 1 - Critical
Subscription Service is down; Client or a material number of Vitality Users are unable to use the Subscription Service for any productive purpose.
