PRIVACY
SocioLocal Service Level Agreement (SLA)
Agreement Overview
This Service Level Agreement (SLA) defines the services, support commitments, and performance standards provided by SocioLocal for the Sociocommand and Sociolocal platforms. It outlines the responsibilities of both SocioLocal and its customers, ensuring system performance, reliability, and timely resolution of issues.
1. Services Covered
SocioLocal offers the following core functionalities as part of its social media management platform:
-Posting to multiple social media platforms (Facebook, Instagram, LinkedIn, and Twitter).
- Two interfaces: Sociocommand (for central brand users) and Sociolocal (for location-based teams).
- Location management for common fields of location data on Facebook and Google My Business.
- Inbox feature that collates all comments, reviews, and direct messages from Facebook, Instagram, and Twitter.
- Local Facebook advertising management.
- Content Pool for sharing image assets between HQ and locations.
- Performance of the Social Posts
2. Additional Services
In addition to the software, SocioLocal provides the following services:
Software Support:
Support for Sociocommand and Sociolocal functionality is available Monday to Friday, 9:00 AM to 5:00 PM GMT, excluding UK Bank Holidays. This support is limited to SocioLocal’s software and excludes third-party tools.
Software Training:
One training session per 12-month period is included to cover how to use Sociocommand and Sociolocal proficiently. Additional training sessions can be requested for an additional fee. Training dates must be agreed within 30 days of the contract start date.
Support Channels:
Support is available via chat and email during business hours (Monday to Friday, 9:00 AM to 5:00 PM GMT).
Any additional services beyond those documented in this SLA must be explicitly outlined and agreed upon within the commercial agreement.
3. Response and Resolution Times
SocioLocal is committed to the following response and resolution times for issues:
Level 1 (Critical):
Sociocommand or Sociolocal is unavailable for a majority of locations per platform license (59% or more).
Response Time: 1 hour
Resolution Time: 1 working day
Level 2 (High Priority):
Users are unable to post to any platforms.
Response Time: 1 hour
Resolution Time: 2 working days
Level 3 (Medium Priority):
Sociocommand or Sociolocal is unavailable for multiple locations per platform license or posting functionality is unavailable for 10% or more of locations.
Response Time: 2 hours
Resolution Time: 4 working days
4. Key Performance Indicators (KPIs)
SocioLocal guarantees the following system performance metrics:
System Availability:
99.9% availability of Sociocommand and Sociolocal outside of scheduled maintenance per calendar year.
Core Hours Availability:
99.99% availability of Sociocommand and Sociolocal during core working hours (Monday to Friday, 9:00 AM to 5:00 PM GMT).
5. Escalation Process
To ensure swift issue resolution, the following escalation steps should be followed:
Initial Contact:
Issues should first be raised through the chat functionality on the platform or via email to support@sociolocal.ie during office hours.
First Escalation (During Office Hours):
If the issue is not resolved, the first escalation should be made via phone to +353 01 2402567 during office hours.
Second Escalation:
If the issue remains unresolved, it should be escalated to michael.nolan@sociolocal.ie.
Out of Hours Escalation:
For critical issues outside of office hours, escalate by phone to +353 86 6059678.
6. Backup and Disaster Recovery
Recovery Point Objective (RPO):
In the event of a back-end system failure, the RPO is near-zero due to the architecture of the system. Data synchronization is managed by AWS Lambda functions, ensuring that data is synced at regular intervals. In case of sync failure, the system will recover and synchronize data from the past several days during the next scheduled sync. Since critical data is not stored directly on EC2 instances and synchronization is decoupled from the server, the RPO remains highly reliable.
Recovery Time Objective (RTO):
The system is configured for near-instantaneous recovery, with an RTO of just a few minutes. In case of an EC2 instance failure, AWS Elastic Beanstalk automatically detects the issue and restarts the instance immediately. AWS CloudWatch logs monitor and diagnose failures, ensuring minimal downtime and rapid recovery.
7. Term and Termination
This SLA is valid for the duration of any paid commercial agreement between SocioLocal and the customer. The SLA will automatically terminate upon the expiration or termination of the commercial agreement, with no further obligations for either party under this SLA.
8. Customer Responsibilities
To ensure the efficient operation of the Sociocommand and Sociolocal platforms, customers agree to fulfil the following responsibilities:
Accurate Information:
The customer is responsible for providing accurate and up-to-date information about their locations, social media accounts, and any other data required for the proper functioning of the platform.
System Access:
Customers must ensure that SocioLocal has the necessary access to relevant systems, social media accounts, and data to deliver services and resolve issues effectively. This includes maintaining access credentials for linked social media platforms (e.g., Facebook, Instagram, LinkedIn, Twitter).
Timely Reporting of Issues:
Customers are responsible for reporting any issues or service disruptions promptly through the designated support channels (chat, email, or phone). Delays in reporting may impact SocioLocal's ability to meet the response and resolution time commitments.
Training Participation:
Customers are responsible for ensuring that their team members attend the provided training session within the agreed timeframe and make reasonable efforts to become proficient in the use of the platform.
Internet and Connectivity:
Customers are responsible for maintaining adequate internet connectivity and network infrastructure necessary to access the Sociocommand and Sociolocal platforms. SocioLocal is not responsible for service interruptions caused by the customer’s internet or network issues.
Third-Party Tool Maintenance:
SocioLocal’s support does not cover third-party tools or integrations that are not directly provided or managed by SocioLocal. Customers are responsible for maintaining and managing their third-party accounts and systems.
Compliance with Social Media Policies:
Customers must comply with the terms and conditions of the social media platforms (Facebook, Instagram, LinkedIn, Twitter) that are integrated into Sociocommand and Sociolocal. Any restrictions or bans imposed by these platforms are the responsibility of the customer.
Data Backup (Customer-Controlled Systems):
While SocioLocal ensures data synchronization through AWS, customers are responsible for managing backups of any data on systems they control that integrate with SocioLocal services.
9. Definitions
Scheduled Maintenance:
Any notified maintenance activity aimed at improving the performance, reliability, or security of the system. All scheduled maintenance will occur outside of the defined working day to minimize user impact.
Working Day:
Monday to Friday, 9:00 AM to 5:00 PM GMT, excluding UK Bank Holidays. Support services and system guarantees apply only during these hours.
Majority of Locations:
Refers to 59% or more of the locations using the Sociocommand or Sociolocal platform. Any issue affecting this percentage or more will be classified as critical.