Service Level Agreement

Last updated October 15th, 2019

This document gives an overview of Ironstone IT's group companies (collectively "Ironstone") Service Level, security and data protection practices and processes.

About the Service Team

As a customer to Ironstone, you are important. Therefore, we have built a Scandinavian team specialized to support you in the cloud. The team is “born in the cloud” and is staffed by cloud operators which have competencies within Microsoft's latest technology.


Our technicians have achieved selected Microsoft competencies within their area of expertise, and we are proud to be a Microsoft Gold Partner. The accreditation's signify that Ironstone has earned the highest possible competency requirements of a partner, and thus supports Ironstone's role as one of the top independent partners. Microsoft Competencies are designed to meet customers' needs and showcase expertise to prospective customers.

We have chosen competencies that support the services we deliver, to ensure that our customers get the best distribution, monitoring, adoption, support, and migration to the cloud. Read more about our competencies here.   

To get in contact with us:

Operation Center (support Team) support@ironstoneit.com/ +47 67 53 30 30
Customer Portal https://portal.ironstoneit.com/customerportal

 

We strongly recommend that you visit our customer portal for access to important systems and information provided by us. For instance; Support and Tickets, Azure Cost management, internal and external documentation, and much more.

  • For new projects, questions around invoicing or other matters, please contact your dedicated contact in Ironstone.

Service Level

Support for billing and subscription management-related issues as well as break-fix technical escalation is available for all services provided by Ironstone. Advisory hours, workshops, and projects are included for customers subscribing to Ironstone Advisory services during normal business hours. For customers without an active subscription to our advisory services these services are provided by the hour.

Products and services covered by [...]:

  • Microsoft Azure services released to General Availability and purchased from Ironstone.
  • Microsoft Azure Public previews and purchased from Ironstone.
  •  All Microsoft Cloud licenses released to General Availability and purchased from Ironstone such as Microsoft 365, Power Bi and Office 365
  • Non-Microsoft technologies, when provided by Ironstone as part of a Service Delivery, such as Printix and Workspace365.
Product and services not covered;
  • Support for services acquired through another channel, partner or third-parties are not covered by Ironstone
  • Assessment phases and pilot projects are handled within the agreed scope of the project, and always by best efforts. 
  • The full Dynamics 365 suite

Severity and responsiveness

In case of defects, malfunctioning or interruptions in services provided by third party vendors, our obligations are limited to reporting the problem to the third party and thereafter keep you informed about the status of the third party’s mitigating activities. We refer to the Operation Service Agreement (Nw: Driftsavtalen) for a full description of our obligations related to third party vendor services.

Initial Response Time is the period from when you submit your support request to when an Ironstone operator contacts you and starts working on your support request. The Initial Response Time varies with the Business Impact of the request (also known as Severity).

SEVERITY LEVEL CUSTOMER’S SITUATION INITIAL RESPONSE TIME  GOALS EXPECTED CUSTOMER RESPONSE
Severity A Critical business impact

One or more services aren’t accessible or are unusable. Production, operations, or deployment deadlines are severely affected, or there will be a severe impact on production or profitability. Multiple users or services are affected.

< 1 hours

Business hours:
0600-1600 CET
 
Escalation support: 24x7

When you select Severity A you confirm that the issue has a critical business impact, with severe loss and degradation of services.

The issue demands an immediate response, and you commit to continuous, 24x7 operation, every day with Ironstone or a third party supplier, such as Microsoft, until resolution, otherwise, Ironstone may at its discretion decrease the Severity to level B.

To improve response and resolution times you must give Ironstone accurate contact information as well as detailed information on the problem and how it can be reproduced. 

Severity B Moderate business impact
The Service is usable but in an impaired fashion. The situation has a moderate business impact and can be dealt with during business hours. A single user, customer, or service is partially affected.
 < 4 hours
 
Business hours:
0600-1600 CET

When you select Severity B you confirm that the issue has a moderate impact on your business with loss and degradation of services, but workarounds enable reasonable, albeit temporary, business continuity.

The issue demands rapid response and you commit to continuous operation during business hours, every day with Ironstone or a third party supplier, such as Microsoft, until resolution, otherwise, Ironstone may at its discretion decrease the Severity to level C. 

To improve response and resolution times you must give Ironstone accurate contact information as well as detailed information on the problem and how it can be reproduced. 

Severity C Minimum business impact
The situation has minimal business impact. The issue does not have a significant current service or productivity impact for the customer. A single user is experiencing Partial disruption, but an acceptable workaround exists.
< 8 hours
 
Business hours:
0600-1600 CET

When you select Severity C you confirm that the issue has a minimum impact on your business with minor impediment of service.

For a Severity C incident, Ironstone will contact you during business hours only.

To improve response and resolution times you must give Ironstone accurate contact information as well as detailed information on the problem and how it can be reproduced. 

  • Ironstone may downgrade the severity level if the customer is not able to provide adequate resources or responses to enable Ironstone or a third party supplier, such as Microsoft, to continue with problem resolution efforts.
  • Ironstone personnel is always located in Europe. We offer support on Scandinavian languages during business hours. 24x7 support escalation is provided by either English- or Scandinavian-speaking technicians.

Service Level - Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of services provided by Ironstone, or any other third party Service performance issues:

  1. That result from a suspension or Remedial Action, as described in the Terms;
  2. Caused by factors outside of our reasonable control, including any force majeure event, Internet access, or problems beyond the demarcation point of Ironstone services;
  3. That result from any actions or inactions of you or any third party;
  4. That result from the equipment, software or other technology of you or any third party (other than third party equipment within our direct control);
  5. That result from failures of Ironstone Services not attributable to Unavailability; or
  6. That result from any Maintenance.

Service Level - Management

Ironstone is a Microsoft Gold Partner and a dedicated Direct Cloud Solution Provider. Unlike other traditional hosting partners, where services are offered from an own datacenter, Ironstone´s services are all based and build on Microsoft Cloud Technology; Azure and Microsoft 365, in which Microsoft has their own SLA commitments for uptime and connectivity. This applies to all third party suppliers. 


As a Cloud Solution Provider Partner (CSP) Ironstone is required by Microsoft to confirm that their customers have accepted the Microsoft Cloud Agreement terms, hence Ironstone’s customers must sign the “Microsoft Cloud Agreement” for Terms and Conditions, Use Rights and SLA.

  • "Microsoft Cloud Agreement protects partners, customers, and Microsoft by ensuring mutual alignment on many important topics including but not limited to security, privacy and data protection."
                    - Section 1 “Grants, rights and terms” describe the terms for Online Service Terms

Third-party SLA may differ depending on the different services and resources the customer may use. Ironstone, therefore, recommend our customer to look through relevant third-party SLAs (in the table below) and map them to the respective service and resource. Ironstone can support customers in this matter. Please contact your dedicated Ironstone contact for assistance and support.

Ironstone guarantee at least 99.9% availability for our Customer Portal, including all its functionality.

In case of defects, malfunctioning or interruptions in services provided by third party vendors, our obligations are limited to reporting the problem to the third party and thereafter keep you informed about the status of the third party’s mitigating activities. We refer to the Operation Service Agreement (Nw: Driftsavtalen) for a full description of our obligations related to third party vendor services.

Table for Service Level Agreement:

 

Supplier Service SLA 

  Microsoft SLA

  All Services

Link

  Microsoft SLA

  Azure

Link

  Microsoft SLA

  Microsoft 365

Link

  Zoho Corporation   Monitoring services Link
  Ironstone   Adaptive Workspace   99.9%
  Printix   Cloud Print services   99.9% Link
  CoreView   Office 365 SaaS Management      Platform   99.9%  Link
  Spanning   Data protection services for Office 365   99.9% Link

 

Service level - Monitoring

To ensure customer satisfaction, Initial response time goals, SLA targets and customer feedback is closely monitored in numerous ways;
  • Every human service transaction is closely monitored to ensure top quality. We track satisfaction using Smileback. Users can provide feedback by a single click on a smile, frown or indifferent face. It is possible to provide extended feedback in text form, but it’s not required. All frown and indifferent feedbacks are personally followed up by our Cloud Success Managers to ensure higher satisfaction in the future. Nothing but a smile is good enough!
  • If targets are not being met, notifications is automatically triggered for the appropriate people (ticket owner, Cloud Success Manager, Account manager etc.).
  • In addition to automatic notifications, we use a wide arrange of reports to closely monitor key KPIs.

Service Level - Requests handled by Ironstone

For more information on the service requests handle by Ironstone, and the information we need from your SPOC to assist your users in the best possible way, please read about requests handled by Ironstone. 
 
We reserve the right, at our sole discretion, to update, change or replace any part of these terms by posting updates and changes to our website. Please check our website periodically for changes.