Service Level Agreement
Effective Date: October 29, 2025
Overview
The purpose of this Service Level Agreement (SLA) is to outline the general terms and conditions under which Euna Solutions will deliver hosted services to each of its clients. This document aims to ensure a mutual understanding of the service expectations, responsibilities, and performance standards between the parties involved.
This general SLA covers the common provisions of multiple products and services, including but not limited to Budget, Payments, and Procurement. It defines the general service levels, performance metrics, support processes, and maintenance schedules applicable to these hosted solutions. The scope of this agreement is to ensure that Euna Solutions delivers consistent, reliable, and high-quality services, thereby supporting client business operations effectively.
This general SLA covers the common provisions of multiple products and services, including but not limited to Budget, Payments, and Procurement. It defines the general service levels, performance metrics, support processes, and maintenance schedules applicable to these hosted solutions. The scope of this agreement is to ensure that Euna Solutions delivers consistent, reliable, and high-quality services, thereby supporting their client business operations effectively.
Service Performance
Availability
Solutions are continuously monitored by automated systems that track availability 24/7. The service is considered “available” when end-users can successfully access the hosted application as intended.
Uptime Guarantee
Euna Solutions is committed to delivering reliable solutions, ensuring that all hosted applications remain available for a minimum of 99.5% uptime within any given calendar quarter.
Uptime percentage is determined based on the total number of minutes during which the service is operational in each quarter, e.g. 100% – (Unplanned downtime minutes/Minutes in the quarter).
Service Credit Terms
If service uptime falls below 99.5% during any calendar quarter, customers may request a review of service performance for that period. Upon confirmation by Euna Solutions that the uptime commitment was not met, service credits may be approved in proportion to the amount of downtime that exceeded the SLA target. Approved service credits will be applied as a discount toward the customer’s next contract renewal. Requests for a Service Credit review must be submitted by a minimum of ninety (90) days prior to a contract renewal date.
Uptime Exclusions
• Any scheduled maintenance period where solution is unavailable due to an update or maintenance activity.
• A force majeure event where Euna Solutions has no direct control over resolving an issue.
• Emergency maintenance where, if unaddressed, would result in material breach of SLA, data loss, or system security, or could significantly impact service availability or security.
Support and Maintenance
Standard Support Hours are 8am to 8pm Eastern Standard Time, Monday – Friday, excluding statutory holidays. Please note that these Standard Support Hours do not apply to all Euna Solutions products. Product-specific variations, including Euna Special Education, are outlined in Addendum A – Product-Specific Exceptions.
Response times vary by priority as defined in the unified SLA grid below. Priority definitions and targeted response times are detailed in Section Support Prioritization.
Maintenance windows may vary by product. However, Euna Solutions will make every effort to ensure that, outside of emergencies, such maintenance occurs outside of client business hours. Where maintenance is not part of a regularly scheduled window, Euna will provide advance notice.
Responsibilities
Euna Solutions shall
• Use commercially reasonable efforts to provide its customers with maintenance and support services (“Support Services”) via telephone, electronic mail, or other electronic means.
• Host in a secure SOC2 environment such as AWS or Azure.
• Be responsible for maintaining application and information system software versions, updates, patches, and security.
Client shall
• Be responsible for the confidentiality and use of its Passwords.
• Not give rise to any breach of confidentiality or privacy laws, or any civil liability.
• Not tamper with the security or render any part of the Systems unusable.
• Not violate any local, state/provincial, federal or foreign law, treaty, regulation or convention applicable.
Support Types and Levels
To ensure consistent handling, Euna classifies all support requests into one of four categories:
• Requests – General inquiries, guidance, or administrative actions, such as account setup or feature clarification.
• Incidents – Unplanned events that disrupt or reduce the quality, performance, or security of a service (for example, a system outage or network issue).
• Problems – Issues indicating that the service is not functioning as intended, often recurring or localized (for example, incorrect data display or repeated error messages).
• Changes – Planned modifications to infrastructure or services, such as upgrades, new feature rollouts, or adjustments to the production environment.
Support Services do not include the following:
- On-site support;
- Client developed interfaces, API interactions, or customizations;
- Client developed reports;
- End-User training or re-training;
- Any problem resulting from the Client combining or merging the Software with any hardware or software not supplied by Euna Solutions, or not identified by Euna Solutions as compatible with the Software and/or Systems
- Correction of data issues derived from user error or Software misuse;
- Changes to Euna Solutions developed custom reports or Permitted Customizations (including Euna Solutions supplied custom business rules or customized user screens) that are outside the scope of the accepted specification, scope of work, or authorized change requests.
- Support provided directly to third-party users, sub-recipients, applicants, or any other end users of the Client’s customers, except where otherwise specified in applicable product-specific terms (see Addendum A – Product-Specific Support Exceptions).
Each support request is then prioritized based on its impact and urgency (see Prioritization Matrix below) and handled according to the target response & resolution times outlined below.
Urgency is how bad the problem is, and Impact is how quickly the problem needs to be addressed. The combination of these determines the resulting Priority (P1–P4).
Priority | Urgency Mapping | Target First Response Time | Target Resolution / Workaround Time | Examples |
P1 (Critical) | Urgent | Within 1 hour | Euna shall resolve or provide a workaround for the support request as soon as possible and no later than 12 business hours after Euna’s receipt of the support request. If resolution cannot reasonably be provided within 12 business hours, Euna shall provide status updates every few hours, or as situationally reasonable, until a resolution has been provided. P1 issues are worked 24×7 until resolved or mitigated. | Full system outage; data corruption; security breach; critical functionality inaccessible |
P2 (High) | High | Within 2 hours | Euna shall resolve or provide a workaround for the support request as soon as practicable and no later than 2 business days after Euna’s receipt of the support request. If resolution cannot reasonably be provided within 2 business days, Euna shall provide status updates every few hours, or as situationally reasonable, until a resolution has been provided. | Multiple sites affected; severe performance degradation; fiscal close reports not generating |
P3 (Medium) | Medium | Within 4 hours | Target resolution within 7 business days, or inclusion in the next planned release or a future planned release cycle. | Single site affected; workaround available; non-critical process disruption |
P4 (Low) | Low | Within 8 hours | Target resolution within 14 business days, or inclusion in a future planned release cycle. | Cosmetic issue; minor UI bug; informational request |
Euna Service Desk will make every effort to fulfill requests and support incidents in alignment with the unified SLA grid set forth above. Euna Solutions maintains internal measurements of responsiveness, and in the spirit of transparency, will showcase our average first response time for the current calendar year. Any such metrics are provided for informational purposes only and do not modify or amend this SLA.
Euna Service Desk YTD 2025 Average First Response Time: 27 Minutes
Prioritization Matrix
| IMPACT | URGENCY | |||
|---|---|---|---|---|
| Critical | High Affects 10–30% of tenants, leading to significant service degradation or partial outage | Medium Affects less than 10% of tenants, with minor service performance degradation | Low Affects individual tenants or a very small group, with negligible impact on overall service performance | |
| Extensive Critical business operations are halted, resulting in substantial financial loss or reputational damage | P1 | P1 | P2 | P3 |
| Significant Important business functions are impaired, necessitating urgent attention and resolution | P1 | P2 | P3 | P4 |
| Moderate Non-critical business operations are affected, requiring timely intervention | P2 | P3 | P4 | P4 |
| Minor Very low impact on business operations, typically involving minor inconveniences | P3 | P4 | P4 | P4 |
Addendum A – Product-Specific Support Exceptions
This Addendum outlines exceptions to the general Support Services provisions for specific Euna Solutions products where direct support may be extended to users outside the Client’s organization. These exceptions are product-specific and do not alter or expand the general scope of Support Services defined in this Agreement.
Product | Exception |
Euna Procurement | Euna Solutions may, at its discretion, provide support directly to vendor or supplier users who access the system for bidding, registration, or other procurement-related activities. This exception applies solely to Euna Procurement and does not extend to any other Euna Solutions products.
|
Euna Special Education | Standard Support Hours for Euna Special Education are Monday through Friday, 8:30 AM to 5:30 PM Eastern Time (excluding holidays). |
Future product-specific exceptions, if any, will be documented in this Addendum and incorporated by reference into the Agreement upon mutual execution or written notice.