This Service Level Agreement (SLA) impacts all customers and will apply to Benbria customers upon contract start date.

High Availability Targets

Given that Loop is delivered as Software as a Service (SaaS) and the system is continuously monitored by the Benbria team, critical incidents are addressed rapidly and the system architecture is designed for high availability.

Standard

99.99%

Hours of Operation

Unless otherwise specified in the technical specifications, all non-critical work performed shall be accomplished between the hours of 8:00am and 5:00pm EST, Monday through Friday. No work shall be performed on Saturdays, Sundays, or Federal or Civic Holidays (Canadian) unless permission to work has been requested in writing and approval has been granted.

Standard

Monday to Friday 8am-5pm EST

Reporting Targets

Reporting is based on ETL to ensure that the data is consistent.

ETL - Extract Transform and Load is the process in loop used for our reporting engine, including dashboards and customer responses.

Real-time ETL	Scheduled ETL
Immediately	1 hour

Real-time ETL is when the data is being uploaded and processed. Scheduled ETL is there to ensure that data is saved and consistent.

Self-Service

Overall

Benbria provides a wealth of information regarding all maintenance and operational aspects of Loop in the form of a well-structured and searchable help center. Please consult these resources for solutions before contacting support.

Loop Help Center

The Benbria Loop Help Center can be accessed at the following URL: https://help.benbria.com/en/

The frequently asked questions and new releases are updated on a regular cadence. We encourage all power users of Loop to review and reference materials from the help center and search for readily-available answers in order to self-diagnose and speed up incident resolution.

Incident Reporting & Response

Support Contact

Benbria provides multiple methods for reporting incidents. The following methods are ordered by preference.

Incident Reporting Method	Contact Details
1. Self-Service: Loop Help Center	https://help.benbria.com/en/
2a. New Ticket: Contact via email	support@benbria.com
2b. New Ticket: Benbria Loop Chat	Log in to your Loop account/access your Loop page, open the Chat with Benbria and report the issue *note this is not a live chat function*
3. Your CSM/Account Manager	Email your Customer Success Manager or Account Manager directly - be sure to cc support@benbria.com

When submitting an incident, the following information should be provided:

A detailed description of the problem that is currently being experienced and the functionality being affected; login, exporting reports etc.
The approximate date and time the problem occurred and the number of users affected.
The troubleshooting performed to date and the accompanying screenshot to assist in diagnostics.
The contact information of the individual making the request/affected by the reported issue.

Incident Classification

Benbria applies the following classification to incidents for reporting and review purposes. Changes are subject to regular review and additional fees depending on the frequency.

Incident Type	Description	Examples
Question	General questions and use inquiries.	"How do I create a new user?" "How do I generate a report?"
Incident/Bug	A reported bug within the system or behaviour that is not expected or a change that impacts use.	"I can no longer access the projects I was assigned to" "I can not download my account data"
Change Management Request	Administrative or configuration changes and feature enhancements.	"I would like to add a survey project to my account" "I would like to remove a location from my survey options"

Incident Prioritization

After an incident has been reported to Benbria and triaged by the support team, a priority level is assigned based on the estimated impact and urgency of the incident. Benbria’s response to the issue will be based on the objective of addressing and resolving problems within standard hours of operation.

Impact & Urgency Classification

Impact/Urgency	Description	Example
High	The system is not operational, no known workaround exists and an immediate solution is required	The Loop interface is not available (not login related). The survey is not accessible to submit responses.
Medium	Certain functions are not available or are limited. Workarounds may exist.	The reporting data is not accurate.
Low	The system is operational, most functions are working or a workaround exists.	The reporting page(s) load slowly.

Priority Matrix

Priorities are determined using the table below leveraging a combination of Impact and Urgency levels:

Impact/Urgency	High	Medium	Low
High	1 - Critical	2- High	3- Medium
Medium	2 - High	3- Medium	4- Low
Low	3- Medium	4 - Low	4- Low

Response & Resolution Targets

Priority	Response Time(s)	Resolution Targets
1 - Critical	4 business hours	1 business day
2 - High	8 business hours	4 business days
3 - Medium	16 business hours	Next release cycle
4 - Low	No formal response required.	For future release, no formal timeframe is required.

Response

Email Notifications

Email notifications are sent based on the lifecycle of the incident. Formal notifications as they relate to response and resolutions targets are discretionary and based on the priority.

Reporting & Review

Benbria provides access to incident related data via the self-service portal. Benbria recommends an annual SLA review cadence. Reviews can be scheduled at any time by contacting support.