An SLA serves as an understanding between CACS and you, the customer. It is intended to document both your responsibilities and CACS commitments for optimal customer service. An SLA is put in place when your application is put into production.
After your system is delivered, issues and updates will occasionally arise that require a consultant’s time and expertise to perform troubleshooting and maintenance. Examples include issues resulting from operating system updates, browser modifications, unplanned downtimes, hardware and software end of life, changes to University policy or perhaps a customer’s desire to have training for a new employee. Consulting services due to any issue is considered billable work and will be billed to the existing SLA at the standard rate.
Salesforce utilizes Platform as a service (PaaS), a cloud computing model that delivers applications over the Internet. In a PaaS model, a cloud provider delivers hardware and software tools to its users as a service. A PaaS provider hosts the hardware and software on its own infrastructure. PaaS is included in the annual licensing fee.
Salesforce periodically releases updates that improve the performance, logic, and usability. Updates are included in the annual licensing fee. In the event that the updates impact any customization, the CACS Developers will manage any updates for your application at the standard rate.
Standard support for all systems is Monday through Friday from 8 am to 4 pm excluding University holidays.