Standard Service Level Agreement

  1. Standard terms applicable to all Service Levels outlined herein:

    1. Definitions
      1. "Customer" refers to the organization that has signed an agreement (“Agreement”) under which it has purchased QorusDocs.
      2. “Customer Support” means the services by which QorusDocs Software may provide assistance to Customer to resolve issues with the Product.
      3. “Incident” means any set of circumstances resulting in a failure to meet a Service Level.
      4. “Product” or “Products” refers to the Qorus subscription provided to Customer pursuant to the Agreement.
      5. “Service Level” means standards QorusDocs chooses to adhere to and by which it measures the level of service it provides for each feature as specifically set forth below.
      6. “Support Ticket” or “Ticket” means a request for assistance on the Product entered by an authorized user on the QorusDocs Help Center.
      7. “Pending” refers to the process whereby the time for a Ticket is paused due to a pending request for information from the Customer.

    2. Configuration Requirements and Acceptable Use
      1. Customers must adhere to any required configurations and use supported platforms as outlined in the Computer and Office 365 Requirements for QorusDocs article in order to be supported.

    3. SLA Exclusions
      1. This SLA and any applicable Service Levels do not apply to any performance or availability issues:
        1. When Customer uses versions of Microsoft Office and Internet browser that have not been tested and found to be compatible by QorusDocs.
        2. That resulted from Customer’s or third party hardware or software;
        3. Due to Customer’s use of the Product in a manner inconsistent with QorusDocs published documentation or guidance; 
        4. Caused by Customer’s use of the Product after QorusDocs advised Customer to modify its use of the Product, if Customer did not modify its use as advised;
        5. Attributable to acts by persons gaining unauthorized access to QorusDocs Product by means of Customer’s passwords or equipment or otherwise resulting from Customer’s failure to follow appropriate security practices;
        6. During scheduled downtime, emergency maintenance, force majeure events, hackers or virus attacks.

    4. Infrastructure Responsibility
      1. The network and end-user workstation infrastructures onto which the Product is installed are the Customer’s responsibility;
      2. The Customer is responsible for the troubleshooting and remediation of issues on the network and workstation infrastructures onto which the Product is installed;
  2. Service Levels

    1. QorusDocs monitors all incoming tickets 24 hours a day, 5 days a week, from Sunday 9PM GMT to Saturday 12AM GMT (excluding 25th December and 1st January);
    2. QorusDocs offers a 99.9% average monthly uptime;
    3. System is monitored 24 hours a day, 7 days a week and issues remediated as required to ensure uptime defined in 2.b;
    4. Ticket Response and Targeted Resolution Time;
      1. response Time on a Support Ticket: 2 Business hours
      2. targeted Resolution Time: 2 Business days
    5. QorusDocs Support Consultants will only respond to Support Tickets logged on the web-based help desk;
    6. Should complex issues be logged where significant investigation is required to diagnose the symptoms and assess the causes prior to effecting remediation then resolution times may be extended to accommodate this;
    7. The targeted resolution time clock will be stopped and put in “Pending” by the QorusDocs Support Consultant handling the case as soon as he/she requests information from the Customer required to assist in resolving the issue;
    8. Service Credits
      1. QorusDocs does not offer Service Credits. 
    9. Escalation Point of Contact
      1. in case the Customer feels that the issue is not moving forward in an appropriate timeframe to closure, and/or an issue requires managerial attention, for immediate escalation, the Customer can either request the Support Consultant to be connected to the Support Manager or contact the Support Manager directly. Regardless of the total elapsed time of an outstanding issue, the point of escalation shall be initiated at the Support Consultant level, escalated to the Support Manager, followed by the QorusDocs Customer Success Account Manager if need be.


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