Service Level Agreement (SLA)

TexTalk/UStronics Service Level Agreement (SLA) guarantee 99.5% SDP Uptime. 

UStroincs guarantees that the TexTalk platform will be available 99.5% of the time in any given month, excluding scheduled maintenance. This guaranty applies to the TexTalk, including all applications and all delivery channels delivered by TexTalk.

Any issues arising from third party network failure such as the Internet service provider connectivity or the wireless operators are beyond the scope and control of the TexTalk platform.

Support Requests

UStronics will respond to service-related incidents and/or requests submitted by the clients via Ticketing portal within the following time frames:

  • Initial response: Within one hour, 12 hours a day.
  •  0–8 hours (during business hours) for issues classified as high priority.
  •  Within 48 hours for issues classified as medium priority.
  • Within 3 working days for issues classified as low priority.

Remote assistance will be available and provided with the following timescales dependent on the priority of the support request.

Problems will be assigned to UStronics technical support base on the severity level on the following criteria:

Severity Levels

  • Severity Level 1: Mission critical, business process(es) unable to function
    The system is not functioning, and there is no workaround that is acceptable to the
    client, thereby preventing a department or workgroup from performing a mission
    critical to business function(s).
  • Severity Level 2: Significant impact to Mission Critical Client business process(es)
    A major problem impedes the ability to perform mission critical business function(s)
    due to major functionality not working.
    A temporary workaround that is acceptable to the client is available.
  • Severity Level 3: Not able to accomplish all functions
    Minor function(s) not working, causing non-critical work to back up.
  • Severity Level 4: Inconvenience
    The system is causing minor disruption to the way tasks are performed, but does not
    stop workflow. The system is able to accomplish all functions, but not as efficiently
    as normal. May include cosmetic issues – especially in constituent-facing
    applications.