In this SLA, the service provision is agreed upon between the other party and SkillsTown. It also describes the service levels that are provided by SkillsTown for the purpose of providing services to the other party. Qualitative and quantitative agreements with regard to the service provided and the maintenance of the service are established.
The service levels consist of a definition of indicators that are important to the other party with a view to (the quality of) its business operations. The relevant indicators are measurable and can be influenced by SkillsTown.
An associated standard is included for each indicator. These standards are the measurable criteria that must be met to guarantee the service level.
Performance is automatically measured periodically and assessed on the basis of a series of actions (transaction) that simulate regular and representative use. The transaction includes the following actions:
- Log in to the SkillsTown Academy
- Navigate to the Essentials learning solution
- View the first Essential shown
- Closing the Essential
- Log out of the SkillsTown Academy
In addition, response time is also measured. Response time is understood to mean: the moment of receipt of a request until the moment of answering this request. The average response time of the SkillsTown Academy does not exceed 1 second measured from a test location within Europe.
Reports from the counterparty with priority 1 to 4 are reported on working days between 8.30 am and 5.30 pm and registered at SkillsTown.
Disruptions are handled in accordance with the KPIs listed below.
Resolution time is understood to mean the time required until a workaround is applied, so that the consequences for users are minimized.
1 – Urgent
Critical disruptions with serious consequences for all users.
1 working day
2 – High
Disruptions with serious consequences for several users.
2 working days
3 – Middle
Disruptions with limited consequences for several users.
3 working days
4 – Low
Disruptions with limited consequences for an individual user.
RTO (recovery time objective) = 48 hours