Service Level Agreement, Eventscribe Operations

Clear commitments with consistent, reliable, and timely service.

1. Purpose and Scope

This Service Level Agreement (SLA) defines the service standards the Eventscribe Operations team commits to for support requests submitted through our Boomerang ticketing system. It outlines coverage hours, scope, response, and resolution targets.

The targets in this document are intended to be meaningful to Customers and attainable for the team. They reflect realistic performance during standard business hours.

In Scope

Service requests submitted to the Boomerang system by authorized Admin contacts during the contracted support period are considered in scope. Contracted support periods typically cover the timeframe between an executed contract to the end of an event.

• Standard requests include questions or any requests for configuration assistance, troubleshooting, guidance on next steps, etc.
• Meeting requests include any scheduled, facilitated, or organized video call between Cadmium team member(s) and Customer.
• Question boomerangs (designated with Question as boomerang type) are short inquiries or troubleshooting requests.

Out of Scope

The below listed services may be requested of the team, but delivery timeline falls outside the scope of this SLA.

• Incidents: Infrastructure, server responsiveness, and security concerns are considered critical incidents and are addressed with the highest urgency. They are handled outside this team and are therefore considered out of scope for this SLA. Note, servers and supporting infrastructure components are monitored at all times, with tools and team members in place to identify and rectify incidents rapidly. All declared incidents and associated updates are posted to Cadmium's status site, status.gocadmium.com. Customers are encouraged to subscribe to Cadmium's status site for the most current status information.
• Requests originating from outside of the Boomerang ticketing system
• Product development requests
• Services quoted separately (e.g., Professional Services, Submission Imports, Custom reports, etc.)
• Service tickets where the designated Owner is not a member of Cadmium's team
• Subsequent requests embedded within comments of a previously submitted ticket
• Specialized services that have their own published delivery turnarounds, which apply in place of the standard resolution targets (see Appendix A)
• Services requested outside the support period, which typically ends on the last day of an event

2. Definitions

3. Support Coverage

Support is delivered during business hours as defined above. Tickets may be submitted to Boomerang 24/7; SLA clocks for tickets submitted outside business hours begin at the start of the next business day.

4. Priority Levels and Targets

Every request is assigned a priority based on its business impact and urgency, which sets the response and resolution targets below. Tickets for events beginning within 4 days are automatically marked Urgent; other requests may be marked Urgent when circumstances warrant. All targets are measured in business hours and days.

Note: Resolution includes delivery of an accepted workaround. Time spent awaiting a Customer's response or required information is treated as an exclusion (see Section 6).

5. Escalation

The list below identifies the Cadmium contacts from the Eventscribe Operations team who may be involved in resolving a ticket and the recommended way to reach each. It gives Customers an escalation path to follow when a resolution is delayed, beginning as a target becomes imminent and moving up if a target is missed or a contact is unresponsive.

6. Exclusions

Targets do not apply in the following situations:

• The Customer has assigned a due date that falls beyond the targets outlined in this SLA.
• Scheduled maintenance windows posted on status.gocadmium.com.
• Outages or delays caused by third-party providers or factors outside the team's control.
• Force majeure events (e.g., natural disasters, major infrastructure failures).
• Requests that fall outside the scope defined in Section 1.

Appendix A: Service Delivery Turnarounds

The delivery turnarounds listed below are drawn from published Eventscribe Service Listings found here and are noted because they have specific turnarounds, without regard to the urgency assigned to a service ticket. Each Service Listing includes a list of services provided, which remains the authoritative source for scope and responsibilities.