SLA Commitments

service packages yieldigo provides four service packages to match different business needs basic, standard, premium, and premium+ each package defines support availability, response times, and resolution commitments for a full breakdown of what is included, see the detailed service descriptions incidents caused by yieldigo are resolved free of charge basic standard premium premium+ service scope & sla service hours 9 am – 5 pm 9 am – 5 pm 9 am – 9 pm 9 am – 9 pm sla availability 99% 99 5% 99 9% 99 9% detailed sla reporting monthly weekly weekly incident handling response time 2 days 1 day 1 hour 1 hour resolution time 5 days 2 days 1 day 1 day priority handling essential enhanced high escalation manager shared dedicated dedicated support access ticketing system yes yes yes in app chat yes yes yes dedicated incident hotline yes yes business continuity recovery point objective (rpo) 1 day 1 day 1 day 1 day recovery time objective (rto) 1 day 12 hours 4 hours 4 hours 24/7 disaster recovery yes proactive support proactive monitoring essential enhanced enhanced data quality advisory reactive proactive proactive insights & reporting number of custom reports 3 6 9 expert services solution architecture advisory yes yes man hours (additional support on top) 3 6 9 service hours apply on business days (monday–friday) and are provided in cet/cest included in the service package the included services section lists all offerings covered under the standard sla these services are part of your chosen package and come at no additional cost, ensuring consistent and reliable support for routine client needs service description changes in price exports and schedules (e g , during holidays) this service adapts price export schedules to specific business needs, such as holiday periods or regional events our team works closely with you to apply these changes quickly, ensuring smooth operations during peak times automated input data control and email notifications for major issues we automatically monitor input data to detect anomalies or critical issues notifications are sent to designated contacts by email, enabling quick responses and preventing disruptions or inaccurate outputs disaster recovery (recovery time based on service package) our disaster recovery protocols minimize downtime in the event of unexpected issues recovery times are defined by the selected service package, with higher tiers providing faster recovery and higher priority analysis and resolution of defects, bugs, errors, and data issues from yieldigo or system updates our team investigates and resolves defects, bugs, or errors that arise from the system or updates we focus on fast fixes and clear communication to minimize impact on your business regular system updates (in app announcements, major changes communicated in advance) we regularly release updates to improve system performance, security, and functionality minor updates are announced directly in the user interface, while major updates are communicated in advance to give you time for preparation it infrastructure maintenance our team manages all aspects of it infrastructure maintenance, ensuring systems are optimized for reliability, scalability, and performance service level (sla) monitoring we continuously monitor the agreed service level parameters to ensure sla compliance proactive reporting and timely adjustments help maintain consistent service quality system and data backups we perform regular system and data backups to protect against loss restorations can be executed quickly to ensure business continuity in case of disruptions security and data governance we apply robust security protocols to protect your data and ensure regulatory compliance by following industry best practices in data governance, we safeguard sensitive information while maintaining transparency additional services (invoiced separately) the additional services section covers scenarios where extra invoicing applies these services are outside the standard sla scope and billed separately this approach ensures transparency and highlights the resources needed for custom client requests or incident resolutions service description detailed data quality report a comprehensive report with in depth insights into data quality, tailored to client specific needs it provides full visibility into data integrity and compliance analysis and resolution of client caused defects, bugs, errors, and data issues (post go live) we address issues that arise from client side changes or actions after deployment this ensures service continuity while maintaining fairness in resource allocation manual exports and imports of system data this service covers manual data handling outside automated processes, ensuring accuracy and accommodating specific client requests custom report creation and modification in the export module charges apply for bespoke report creation or modifications, providing flexibility to meet client specific reporting needs resolution of incidents from approved configurations working as specified these incidents arise from client approved setups that function as specified this service ensures prompt resolution while recognizing the resources involved development work (e g , new or modified integrations, rounding rules, competitor price aggregations) this service covers updates to pricing logic or calculations, ensuring tailored solutions that align with client strategies additional data analysis this service involves in depth exploration of data patterns, trends, or anomalies beyond the standard scope, delivering valuable insights analysis of calculation results this service involves a detailed review of calculation outcomes to ensure accuracy and support decision making incident service levels incident service levels define the agreed response and resolution times for reported issues, based on their severity and business impact they ensure that critical incidents are addressed with the highest priority, while less urgent issues are managed within reasonable timeframes clear service levels provide transparency, set expectations for clients, and help allocate resources effectively, ensuring consistent and reliable support priority level response time resolution time incident example level 0 – outage 30 minutes 1 hour a complete platform outage, full inaccessibility, or a security breach on the client side level 1 – critical 30 minutes 4 hours incorrect data in export reviews or price calculations level 2 – highest 1 hour 1 business day a critical part of the module is inaccessible or affected by errors level 3 – medium 1 day 2 business days dedicated or custom xlsx reports cannot be downloaded level 4 – low 2 days resolution is addressed without urgency and scheduled as part of regular maintenance any type of graphic or visual bug sla reporting as part of our commitment to transparency and performance tracking, we provide comprehensive sla reports on a weekly and monthly basis these reports give detailed insights into compliance with agreed sla levels, offering clear, data driven updates to ensure our service delivery meets or exceeds expectations feature availability available to customers subscribed to standard, premium, and premium+ support packages monitoring and escalation procedures each support request is tracked to ensure compliance with sla targets if resolution falls behind the agreed timelines, the issue is escalated to guarantee prompt attention disaster recovery yieldigo is responsible for the disaster recovery of all technology covered by the subscription service, while clients are responsible for their own business continuity functions disaster recovery is defined by two key measures recovery point objective (rpo) and recovery time objective (rto) recovery time objective recovery point objective basic 1 day 1 day standard 12 hours 1 day premium 4 hours 1 day premium+ 4 hours 1 day