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Keela Service Level Agreement (SLA)

Andrea Jackson

This Service Level Agreement (SLA) outlines the service levels and the targeted performance standards the Keela Customer Care Team aims to deliver to the Keela customer base.

Purpose

The purpose is to ensure effective and timely resolution of support issues while establishing clear expectations for customer satisfaction. In improving our response and resolution time, our goal is to continue delivering the ≥ 98% Customer Satisfaction (CSAT) customer support.

Priority Levels and Targeted Services Levels

Below outlines the definition of the Priority Levels and the targeted Services Levels. Performance will be measured using the following metrics during our normal business hours (Mon - Fri from 6 am - 4 pm PST):

  1. Priority Critical: An incident, major issues causing significant disruption
    1. Examples: Complete service outage or critical issue impacting all users or essential business operations. i.e. Keela Forms service and functionality disruption, Payment processing failures, Data security concerns.
    2. Initial Response Time Target: 1 business hour
    3. Full Resolution: A Critical issue triggers Keela Incident workflow where an Incident Response Team that is made of cross-functional leaders at Keela are committed to reviewing, resolving, and communicating in the quickest manner. Updates regarding the major outage will be provided in real-time on our public-facing status page https://status.keela.co/.
  2. Priority High: Significant issues affecting business operations
    1. Examples: Major functionality is impaired, affecting a large number of users, but the system is still operational. i.e., Login issues, Automation errors (multiple emails), duplicate Communications, Reports and Filter malfunctions, Contacts, Transactions, Reports, and Forms not loading.
    2. Initial Response Time Target: 2 business hours
    3. Full Resolution: Depending on the nature of the issue, the Support team may require assistance from our technical escalation team to resolve the issue:
      1. For issues that can be resolved within the Customer Care team, our Resolution Target is 8 business hours.
      2. For issues that require technical escalation, our target is for the Support team to investigate the issue and submit the issue for technical escalation within 8 business hours. Technical escalations will be reviewed as quickly as possible, with an initial investigation within 8 business hours.
  3. Priority Medium: Non-critical issues with moderate impact
    1. Examples: Moderate impact with some functionality issues, but a workaround is available. Affects fewer users. i.e., Recipient and Filtering queries, Data export/import errors, Project, Event, Membership load failures, and Receipt inaccuracies.
    2. Initial Response Time Target: 4 business hours
    3. Full Resolution:
      1. For issues that can be resolved within the Customer Care team, our Resolution Target is 3 business days.
      2. For issues that require technical escalation, they will be addressed after high-priority issues are resolved. While we aim for a resolution, full resolution is not guaranteed and will depend on resource availability and the complexity of the issue. If a workaround is available, it will be provided to minimize impact.
  4. Priority Low: Minor issues or general inquiries
    1. Examples: Minor issues or cosmetic problems that do not significantly affect functionality. Low urgency for resolution. i.e, Notification errors, import-related inquiries, Account Maintenance (billing, cancellations, invoices)
    2. Initial Response Time Target: 8 business hours
    3. Full Resolution:
      1. For issues that can be resolved within the Customer Care team, our Resolution Target is 4 business days.
      2. For issues that require technical escalation, they will be logged and monitored for trends. Resolution will only be pursued if a pattern or recurring issue is identified. If no trend is observed, these issues may not be actively resolved unless they escalate in impact or frequency.

NOTES: The following services or circumstances are excluded from this SLA:

  • Delays caused by the Customer’s failure to provide information, access, or resources.
  • Issues caused by Integration Partners such as PayPal, Stripe, QBO, KeelaPay.
  • High seasonal demand, as extraordinary volumes during these times may impact normal performance metrics (Jan - Mar).
  • Feature requests that require intervention from the Product Team.

Disclaimer

The response and resolution times outlined in this document represent targeted service levels that the Keela Customer Care Team aims to achieve under normal operating conditions. These are not contractual guarantees and are subject to change based on factors such as ticket volume, issue complexity, engineering resource availability, and external dependencies.

While we strive to meet these targets consistently, certain circumstances, such as high seasonal demand, third-party service disruptions, or unforeseen technical challenges, may impact response and resolution times. Keela will make every reasonable effort to keep customers informed and updated throughout the support process.

This SLA does not provide any warranties or financial remedies in the event that service levels are not met. It will be reviewed quarterly, with additional reviews as needed to align with evolving customer needs and business priorities.

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