Please note that this is our standard SLA for all clients in our multi-tenant and enterprise environments.
As a cloud-based service, Peoplevine strives to ensure we are always up and running, but the reality is nothing is perfect. So this is why we share with you our processes and service levels we aim to achieve.
Our staff is dedicated not only to the success of our platform, but also the success of our clients. As an organization, we take timely and appropriate actions to identify relevant patches and system updates to ensure the ongoing functionality of our Apps and to minimize the risk of exploitation of recognized and announced vulnerabilities.
UP-TIME
Our goal: 99.9% up-time where we ensure our platform is operational 24/7 except for up to 8.77 hours per year and regular scheduled outages.
There are a few core components within our multi-tenant infrastructure that could impact our availability:
We host our multi-tenant environment on Microsoft Azure which provides us with 99.95% up-time across our web servers and 99.99% up-time across our database
for more information see https://azure.microsoft.com/en-us/support/legal/sla/ or check the status of our servers at https://azure.microsoft.com/en-us/status/.We deliver our emails through Sendgrid with built in queuing in the event of downtime. You can also add your own email server at no additional cost.
check the status of their servers at http://status.sendgrid.com/We deliver our text messages through Twilio
check the status of their servers at https://status.twilio.com/We process payments through Stripe and GoCardless
We do not rely on any other platforms or 3rd parties outside of these 5 providers. Please note we DO NOT provide an SLA for our Apps when hosted in an on-premise environment and do not count hardware outages towards our SLA when using an Enterprise license.
Although we will ensure the connectivity to certified 3rd party integrations are running properly, we are unable to provide any SLA on their specific product's availability.
DISASTER RECOVERY
The Peoplevine platform relies on Microsoft Azure to ensure continuous availability of our platform. While this is the leading provider in Enterprise cloud infrastructure, we have architected a disaster recovery approach.
For starters, the Peoplevine database is backed up 50 times per day and is retained for up to 30 days, allowing us to restore the data to any 30 minute period. The source code that runs the Peoplevine platform is stored in a secured repository and can be deployed within minutes to any other destination. The storage files are also deployed on a CDN for disbursement to multiple servers globally to avoid downtime.
In the event there is a widespread outage within the Microsoft Azure platform, that does not look to be resolvable in the next 24-hours, we are able to deploy our software to an off-site hosting provider to ensure redundancy.
BUG FIXES & PATCH MANAGEMENT
Prior to launching any new software feature, our staff performs extensive unit testing along with regression testing to ensure no bugs are introduced with the latest updates. In the event a bug is identified in our platform, our staff will classify it under the following categories:
Severity Level | Response Time Goal | Resolution Time Goal |
Severity 1 | 30 minutes | 4 hours |
Severity 2 | 4 hours | 24 hours |
Severity 3 | 24 hours | 2 months |
SEVERITY 1
Definition: Complete system outage or major feature failure that affects all users.
Examples: (1) When an application is completely down for all clients, such as unable to load the control panel (operational dashboard) or open the member portal. (2) A complete payment processing failure across clients, including automated and manual billing.
Targeted Response Time: We will provide an update within 30 minutes after being notified of the issue.
Targeted Resolution Time: We will provide a fix and publish to our production environment within 4 hours after our first response regarding the issue.
SEVERITY 2
Definition: Major functionality impaired, where performance is significantly degraded, affecting all or a large portion of users.
Examples: (1) Core feature unavailable, such as a House Account auto-billing failure across all clients. (2) Total integration failure for all relevant clients. Other areas of the product are still functioning.
Targeted Response Time: We will provide an update within 4 hours after being notified of the issue.
Targeted Resolution Time: We will provide a fix and publish to our production environment within 24 hours after our first response regarding the issue.
SEVERITY 3
Definition: A bug causing disruption for moderate/minor features or a limited number of clients. The system is operable, and typically a workaround exists. Please note, that most significant bugs reported to Peoplevine will fit within this Severity.
Examples: (1) Email trigger bug, such as failed payment emails not sending. (2) Payment processing error for one member. (3) Unable to generate orders via Peoplevine’s virtual POS.
Targeted Response Time: We will provide an update within 24 hours after being notified of the issue.
Targeted Resolution Time: We will provide a fix and publish to our production environment within 2 months after our first response regarding the issue.
SEVERITY 4
Definition: Minor interface issues or edge cases with minimal repercussions.
Examples: (1) Campaign builder instructions are misleading. (2) Revenue numbers on Manage Membership Programs page are incorrect.
Targeted Response Time: We will provide an update within 1 week after being notified of the issue.
Targeted Resolution Time: We will provide a fix and publish to our production environment within 6 months after our first response regarding the issue.
Note: These are our standard service level agreements and overall handling of bugs in our platform. The response and resolution times are targets, and during times of high volume, may be extended. We work hard to provide quicker response times and have been known to patch bugs within minutes after identifying it.
SUPPORT
Our support staff is available to support your needs based on a few rules:
The highest priority for our support team are Severity 1, 2 and 3 tickets, which relate directly to outages or issues.
Our staff is then available to respond to any client specific needs for up to 60 days after the launch of a project (launch starts the day your solution is available to the public with an application, member portal or other public facing experience).
Any additional requests may not be replied to unless you have an additional SLA in place with Peoplevine. If you need additional assistance, we provide free resources at https://peoplevine.com/support.
Please Note: our support staff does not have the ability to make modifications to your website, except for modifications to your site navigation. They will provide you with tutorials and basic guidance. If you need hands on assistance, contact your Account Manager to setup a statement of work or handle during your scheduled office hours.
We will make reasonable efforts to respond to service requests in a timely fashion, however, Peoplevine's failure to adhere to the times stated will not constitute a breach by Peoplevine. The guidelines are for informational purposes only and subject to change at Peoplevine's discretion.
DEFINITIONS
App: This is our Peoplevine API, PeopleVine Control Panel, Peoplevine Portal and Peoplevine Check-In App.
Downtime: The total accumulated minutes, across all apps deployed by Customer , during which the App is unavailable. A minute is considered unavailable for a given App when there is no connectivity between the App and general world wide web.