Contents
1. Version history
Document Change History
| Version | Date | Comments |
|---|---|---|
| 2.3 | May 2025 | – Helpdesk now operates on EU time zone with a 24-hour response time (see chapter 4.1) – Technical support hours adjustment from EU and America time zones to EU time zone only (see chapter 4.2) – Status page subscription (see chapter 5.1.1) – Mohive and Team Shift domains have been removed (see chapter 5.1.1) |
| 2.2 | April 2024 | Hotline renaming to helpdesk and phone support phase out |
| 2.1 | January 2022 | Planned maintenance changes |
| 2.0 | February 2021 | SLA complete rewrite |
| 1.0 | September 2020 | 1st Version |
2. Introduction
2.1 About this document
For brevity’s sake, the term Service Level Agreement is abbreviated to ‘SLA’ in this document.
Unless a separate SLA is provided for a product, this document is the SLA for all CrossKnowledge Group products and this applies only to production environments. It does not apply to staging environments.
The CrossKnowledge Group products are referred to as the CrossKnowledge solutions herein. These SLAs do not apply to any other third-party solutions, technology, software packages or other items.
This SLA may be modified following Master Service Agreement guidelines.
3. Definitions
Learner: refers to a learner registered on the CrossKnowledge solutions. Each learner can access his or her own personal training space using an individual login and password.
Administrator: any person who has access to the administration interface (as opposed to the user interface) of the CrossKnowledge solutions.
Technical Support Contact: is your liaison between you and CrossKnowledge for technical support. Your technical contacts must have been trained at a necessary level on the CrossKnowledge products according to their role and are typically administrator or content creator for authoring tools.
Incident: An Incident is defined as an unplanned interruption or reduction in quality of a service.
Available or Availability: When calculating the Service Availability, “Available” or “Availability” means that you and your users are able to access the login page of the CrossKnowledge Solutions.
Test instance: A specific instance connected to the same database server as your production instance.
Working hours: Hours during the time periods worked by the Technical Support organization as set forth in Section 4.2.
4. CrossKnowledge Support
4.1 The Helpdesk
The Helpdesk provides support for learners, addressing connection/login, workstation configuration issues, and offering basic product guidance.
This service is available from 9 AM to 17:30 PM (Paris/CET), Monday through Friday, excluding Public Holidays in France. Assistance is provided in French and English via email at [email protected] with a response time of less than 24 hours. Issues that cannot be resolved by the Helpdesk are escalated to Technical Support.
4.2 The Technical Support
CrossKnowledge Technical Support contacts are available between 9 AM and 17:30 PM (Paris/CET), Monday through Friday, excluding Public Holidays in France, provided in French, English and Portuguese languages.
Client Technical Support Contacts may submit cases via email at [email protected] or via the MySupport interface embedded in the CrossKnowledge solutions. Each case is identified with a unique case number, will be responded in accordance with the following guidelines, and will be worked until resolution taking into consideration the priority of the issue. The resolution may be a permanent fix, a workaround solution, information provided or any other reasonable solutions. The actual resolution time may vary depending on the nature of the issue.
CrossKnowledge shall make reasonable efforts to respond to cases in accordance with the below Response Times; however, non-adherence to the times stated will not constitute a breach by CrossKnowledge.
The priority may be reevaluated by CrossKnowledge and reported back to the customer.
| Type of malfunction | Response time | Resolution |
|---|---|---|
| Critical – Production Stop Your production is stopped or so impacted that all your standard operations are not working resulting in a complete loss of service. No workaround exists. | 2 working hours | CrossKnowledge will work to resolve the problem until the Service is returned to normal operation |
| High – Major Incident Major features are not working, incident is impactful in terms of learners or training affected, and there is no acceptable workaround; however, operations even if they are reduced can continue. | 4 working hours | CrossKnowledge will work to resolve the problem until the Service is returned to normal operation |
| Medium – Incident The issue encountered has less impact in terms of learners and training, the application may still be used, the disruption is in operability or functionality is reduced | 8 working hours | If resolution requires software change, CrossKnowledge will register the issue for a possible resolution in a future software update, workaround or other alternate solution may be proposed |
| Low – Improvement This is a request for information or for enhancement or you are looking for clarification on how a function is working, but there is no impact on the level of service | 16 working hours | Not applicable |
5. CrossKnowledge infrastructure
5.1 Service availability
CrossKnowledge’s service availability commitment for a given calendar month is 99.5%
Service availability is calculated per month as follows:
Definitions:
- Total is the total count of minutes in the month.
- Unplanned Outage is total duration in minutes that the Service is not available in the month outside of the Planned Maintenance Window.
Unplanned Outage shall not include any Planned Maintenance, unscheduled downtime or other unavailability caused by circumstances beyond our reasonable control, including, for example, an act of Government, flood, fire, earthquake, civil unrest, act of terror, strike or other labor problem (other than involving our employees), Internet service provider failure or delay, hosting facility failures or delays involving hardware, software, or power systems not within CrossKnowledge’s possession or reasonable control or denial of service attack will not be included in the unplanned outage measurement. - Planned Maintenance is the total duration in minutes of planned maintenance in the month.
5.1.1 Planned maintenance
Planned maintenance is defined with the following rules:
| Maintenance type | Maximum duration | Notice period | Time Frame |
|---|---|---|---|
| Small | 2 hours | 3 days | Saturday |
| Regular | 6 hours | 15 days | 1st Saturday of the month |
| Exceptional | 12 hours | 2 months | 1st weekend of the quarter |
| Emergency | 2 hours every 3 months | 1 day | Any time |
To stay informed about future maintenance updates and other important notifications, we recommend subscribing to our email alerts on the CrossKnowledge Status Page.
If actual maintenance exceeds the time allotted for Planned Maintenance, it is considered as an Unplanned Outage. If actual maintenance is less than time allotted for Planned Maintenance, that time is not applied as a credit to offset any Unplanned Outage time for the month.
Local time, when needed, is defined per client platform hosting region, identified as follows:
| Application | Region | Timezone | URL |
|---|---|---|---|
| CKLS | Europe | CET | *.eu.CrossKnowledge.com and *.lms.CrossKnowledge.com |
| CKLS | US | EST | *.na.CrossKnowledge.com |
| CKLS | Brazil | BRST | *.sa.CrossKnowledge.com |
| CKLS | Asia | JST | *.asia.CrossKnowledge.com *.ckls.CrossKnowledge-china.com |
CrossKnowledge provides transparent and live information about the service health and status.
In case of service disruption, resolution status will be updated via the CrossKnowledge Status Page.
5.1.2 Availability measurement
Availability is measured by monitoring test instances 24/7.
Each customer instance is mapped to a specific test instance. Each database server has a test instance.
Each test instance is monitored from 5 worldwide locations, every minute. 2 consecutive failures from 3 locations causes service unavailability.
5.2 Disaster recovery
CrossKnowledge maintains a disaster recovery plan for the CrossKnowledge production tenants.
CrossKnowledge commits to a recovery time objective (RTO) of twenty-four (24) hours – measured from the time that the CrossKnowledge production tenant becomes unavailable until it is available again.
CrossKnowledge commits to a recovery point objective (RPO) of twenty-four (24) hours – measured from the time that the first transaction is lost until the CrossKnowledge production tenant becomes unavailable.