Effective Date:
08/01/2024
Purpose
This Service Level Agreement (SLA) outlines the standards and commitments of NEXAHelpDesk.com and its team to provide reliable, efficient, and high-quality support to our valued loan officers as well as our internal staff. Our aim is to resolve all technical issues promptly and to the satisfaction of our clients.
Scope of Services
NEXAHelpDesk.com offers the following services under this SLA:
- Technical support for IT-related issues.
- Configuration and management of VPN and secure connections.
- Assistance with hosted web services and platforms regarding related job functionality
- Guidance and support for job related system integrations and third-party services as needed
Service Availability
Our support team is available:
- Business Hours: Monday to Friday, 8:00 AM – 6:00 PM (Arizona Time) - After hours support can be scheduled depending on urgency and specific need.
- After-Hours Emergency Support: 24/7 for critical issues that significantly impact operations (defined in Priority Levels below).
Support Channels
Customers can reach NEXAHelpDesk.com via:
- Email: support@nexahelpdesk.com
- Zoom Live Support: Click Here
- Online Portal: www.NEXAHelpDesk.com
Response and Resolution Times
Our response and resolution commitments are categorized by issue priority:
| Priority Level | Description | Response Time | Resolution Time |
|---|---|---|---|
| Critical (P1) | Severe system outage or security breach. | Within 15 minutes | 4 hours or less |
| High (P2) | Significant impact on business operations. | Within 1 hour | 1 business day |
| Medium (P3) | Moderate issue affecting limited users or functions. | Within 4 hours | 2 business days |
| Low (P4) | Minor issue, informational requests, or enhancements. | Within 1 business day | 5 business days |
Customer Responsibilities
To ensure timely and effective support, customers are expected to:
- Provide detailed and accurate information when reporting issues.
- Allow reasonable access to systems for troubleshooting.
- Follow recommendations and best practices shared by our support team.
- Have any necessary login credentials available when needed by technician
- Provide any screen-shots of issue(s) in progress or use smart phone to take best effort picture(s)
- Maintain up-to-date backups of critical data (if not part of NEXA-provided services).
Exclusions
This SLA does not cover:
- Issues caused by third-party services or providers outside our control.
- Delays caused by customer’s failure to meet responsibilities outlined above.
- Scheduled maintenance, which will be communicated in advance.
Performance Monitoring and Reporting
We use advanced monitoring tools to ensure service quality and provide regular performance reports. Customers may request customized reports upon request.
Escalation Procedures
If an issue is not resolved within the stated timeframes, customers may escalate the matter as follows:
- Level 1 Escalation: Contact assigned support representative.
- Level 2 Escalation: Notify the Support Manager at [Insert Contact Info].
- Level 3 Escalation: Submit formal complaint to the company CIO (Chief Information Officer) Paul Adams | padams@nexamortgage.com
Revisions and Updates
NEXAHelpDesk.com reserves the right to revise this SLA to reflect changes in services or customer needs. Customers will be notified of updates 30 days in advance.
Acknowledgment
By using NEXAHelpDesk.com services, customers acknowledge and agree to the terms outlined in this SLA.
Contact Us
For questions about this SLA, please contact us at support@nexahelpdesk.com or visit us in Corporate 1 Zoom lobby and ask for the NEXA IT Support team.
