Sidekick Support Plan & Service Level Agreement

This document outlines the support plan that has been established for propella.ai's Sidekick platform, and our service level agreements with our customers.

Support Plan

The Support Plan for the 'Sidekick' AI Assistant platform aims to provide comprehensive technical assistance, ensuring the platform operates efficiently and effectively within customer Azure environments. The plan includes the following elements:


1. Support Tiers:

Tier 1: Basic Support

    • Description: Initial point of contact for all support requests.
    • Services Provided:
      • Basic troubleshooting and resolve common issues.
      • Answer general queries regarding the platform.
      • Perform preliminary diagnosis of issues.
      • Escalates complex issues to Tier 2 support.
    • Response Time: Within 1 business hour.
    • Resolution Time: 4 business hours for simple issues.

Tier 2: Advanced Support

    • Description: For issues that require more in-depth technical knowledge.
    • Services Provided:
      • Detailed diagnosis and resolution of complex issues that cannot be resolved by Tier 1.
      • Escalation to Tier 3 if necessary.
      • Collaboration with customer’s IT support for resource access.
      • Works on patches, updates, and platform improvements based on feedback and issues reported.
    • Response Time: Within 2 business hours.
    • Resolution Time: 8 business hours for complex issues.

Tier 3: Expert/External Support

    • Description: For critical and highly complex issues requiring expert intervention.
    • For Azure infrastructure issues, this is the IT Managed Service Provider for the customer's Azure tenancy/subscription.
    • For issues related to Azure AI services (such as Azure OpenAI services), escalation will be to Microsoft's standard support desk. Note: These services are outside the scope of what propella supports and can control.
    • Services Provided:
      • Engage in root cause analysis, major incident management, and complex problem resolution.
      • Resolves Azure access issues on behalf of propella, where required
    • Response Time: Within 4 business hours.
    • Resolution Time: 16 business hours for critical issues.

2. Support Channels:

  • In-app Beacon: Contact using the 'beacon' that is located in the bottom right-hand corner of the Sidekick application.
The help 'beacon' located on bottom right-hand corner of Sidekick
  • Email Support: Available 24/7 for submitting support tickets. Email support@propella.ai
  • Online Support Portal (HelpScout): Self-service portal providing access to knowledge base articles, FAQs, and documentation. Available at this URL: https://sidekick.helpscoutdocs.com/
  • Phone: For escalation only - refer below for details.

3. Support Procedures:

  • Issue Reporting: Customers report issues via in-app beacon, email or phone (for P1 incidents).
  • Ticket Creation: Each issue reported is logged as a ticket with a unique identifier in our HelpScout system.
  • Issue Classification:
    • P1 - Critical: Platform outage affecting all users.
    • P2 - High: Major functionality unavailable causing significant impact.
    • P3 - Medium: Partial loss of functionality with workarounds available.
    • P4 - Low: Minor issues or general support queries.

4. Escalation Procedures:

  • First Escalation: If an issue remains unresolved within 2 hours for P1 or 8 hours for P2, it is escalated to the next support tier.
  • Second Escalation: Continued lack of resolution beyond the second escalation window triggers involvement of the propella Management Team.
  • Escalation of incidents can be made via phone or email to the following propella team members:
    • Gus McLennan - e: gus.mclennan@propella.ai; m: 0421 058 027
    • Xiao Tian - e: xiao.tian@propella.ai; m: 0426 199 020

5. Maintenance and Updates:

  • Scheduled Maintenance: Notification at least 7 days in advance, performed during off-peak hours (between 6 pm - 6 am, Monday - Friday)
  • Emergency Maintenance: Minimal notification with aim to resolve critical vulnerabilities or system stability issues.

Service Level Agreement (SLA)

1. Availability:

  • Target Uptime: 99.95% monthly excluding scheduled maintenance.

2. Service Response and Resolution Times:

  • P1 - Critical:
    • Response Time: 1 hour
    • Resolution Time: 4 hours
  • P2 - High:
    • Response Time: 2 hours
    • Resolution Time: 8 hours
  • P3 - Medium:
    • Response Time: 4 hours
    • Resolution Time: 16 hours
  • P4 - Low:
    • Response Time: 8 hours
    • Resolution Time: 48 hours

3. Customer Responsibilities:

  • Timely Reporting: Prompt reporting of issues and provision of relevant information.
  • Access Provision: Granting necessary access (via Customer's IT Managed Services Provider, where required) to Azure resources and environment as requested by propella support team.
  • Maintenance Acceptance: Acknowledging and adhering to maintenance schedules.

4. Incident Management:

  • Incident Logging: All incidents logged with timestamps.
  • Tracking and Reporting: Continuous updates on incident status provided to the customer.

5. Penalties for SLA Breach:

  • Service Credits:
    • 99.94% – 99.50% availability: 5% of the monthly service fee credited back.
    • 99.49% – 95.00% availability: 10% of the monthly service fee credited back.
    • Below 95.00% availability: 20% of the monthly service fee credited back.

6. Reporting:

  • Weekly User Engagement Metrics: Summary report of user engagement for the period, leveraging the Analytics Centre that resides within the Sidekick Admin area.
  • Performance Reporting Upon Request: Ad hoc reporting on SLAs performance metrics, incident resolution times, and uptime can be provided upon request from Customer.