AVT Advantage Service Level Agreement (SLA)

Updated for 2025

For Alta Vista Technology Service

26622 Woodward Ave Suite 250, Royal Oak, MI 48067
1220 N Spencer Street, Mesa, AZ 85203

General Description:

AVT’s “AVT Advantage” Service (“Service”) is designed to provide support services to [CLIENT]. The result of this is high quality services in a predictable manner. The CLIENT can leverage AVT for execution of a strategic business plan. Additionally, [CLIENT] can better budget support fees which are more predictable or even at a fixed flat rate.

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AVT Advantage Deliverables – Service Description

AVT will deliver the Service pursuant to the terms of this SLA. The following will serve to describe all available services

Prioritized Support Requests

Our support plan enables rapid response support cases at http://altavistatech.com/support where issues are ticketed and tracked. Communication of status is shared throughout.

Case Service Level Agreement

The severity of an issue is set by our technical team based on their assessment of the problem using the criteria outlined below. Clients can also set the initial priority when submitting a ticket through the online portal. Our goal is to provide same day response and acknowledgment.

Severity of Support CaseTarget ResponseUrgent

Severity of Support Case with associated Target Response timing

URGENT : 4 Business hours

An issue that results in the total failure of a production system (or module) without any available workarounds. Urgent severity is also assigned to issues that need immediate processing; are causing significant data loss or data integrity problems; or compromised security.

HIGH : 8 Business hours

An issue that prohibits the use of standard functionality, as defined in the documentation, where no work around is available, and a resolution is needed to avoid significant financial burden to the business.

MEDIUM: 24 Business hours

An issue that involves partial, non-critical loss of functionality of the software or impairs operations, but allows the client to continue using the software

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Alta Vista Technology Support Standard Hours of Operation

Monday – Friday

8AM – 6PM Eastern

http://altavistatech.com/support

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Dedicated Team

In addition to having a support queue and ticketing system, a consulting team is assigned to the CLIENT by AVT, and direct contact information is shared. This reduces the need for background explanation and increases efficiency overall. CLIENT is encouraged to contact the team through AVT Ticketing System http://altavistatech.com/support for better tracking and follow up.

AVT Training Academy Library

Downloads
Exclusive Video Content
Back catalog of previous webinars
Support request portal
Related Product Blogs

Training

New user training for modules currently owned by CLIENT.
Existing employee training for modules currently owned by CLIENT.
Regular content from AVT Experts

Reports & Dashboards

Troubleshooting: Assistance with errors, broken formulas, data issues, or performance problems in existing reports/dashboards
Creation Guidance: Help with selecting data sources, filters, formatting, and reviewing user-created reports
Hands-on Creation: New builds under four hours are included; anything beyond will be scoped and quoted separately
Limitations: Support is limited to native platform tools–third-party or custom-coded solutions are excluded

Escalation When Necessary

In cases where the software publisher is required to intervene, AVT will submit a support ticket to the publisher and monitor the progression and escalate as needed.

Help Desk & Support Ticket Response and Escalation

Systems or end-user problems or issues that involve systems listed as part of this agreement, assuming The CLIENT has met all expectations and requirements contained herein, and assuming the nature of the issue is not listed as an exclusion, will be handled in the most appropriate and expedient manner. Response levels and times will be determined by priority of the issue.

By default, response to alerts and requests is covered during standard business hours, defined by the Agreement.

Product Update Webinar Back Catalog

Client has exclusive access to AVT’s back catalog of webinars. This valuable resource can serve to reduce attendance commitment and to provide a reference to previous software updates that can be leveraged as a learning tool.

Annual Business Review

An annual review for up to four hours of current usage of the system to be performed to make recommendations for better ways the CLIENT may leverage their current investment in the system. Too often the system remains static as a company’s challenges change, and this review provides safeguards against that.

Vendor Management Liaison

If selected, noted and approved for coverage, AVT will provide supplemental support to CLIENT for management of 3^rd party vendor relationships. AVT will coordinate findings with CLIENT and, if desired, provide technical assistance in problem resolution with Vendor. AVT does not warrant Vendors solution and reserves the right to increase fee support to CLIENT or drop support of this Vendor, at any time. Any charges or costs associated with the Vendor will be passed to the CLIENT.

Integration Error Alerts

Where applicable with AVT Connect or AVT Assist proactive error alert monitoring.

AVT Connect and AVT Assist

Integrations authored by AVT. New integrations are considered new projects. See Discounted Project Work.

Discounted Project Work

Clients with AVT Advantage will receive a 10% discount on project work and other billable services from AVT.

Terms and Conditions

Included Services

AVT will render and include Services to CLIENT under this SLA and as identified by CLIENT’s selection of the AVT Advantage Plan via the signed and paid agreement. It is understood that any and all Services requested by CLIENT that fall outside of the terms of this Agreement will be considered either out of scope services billed hourly or project work and will be quoted and outlined in a separate work order.

Excluded Services

Service rendered under this Agreement does not include:

Software not covered by vendor/manufacturer warranty or support.
The cost of any Software, Licensing, or Software Renewal,
The cost of any 3^rd party vendor or manufacturer support or incident fees of any kind.
Failure due to acts of God, building modifications, power failures or other adverse environmental conditions or factors.
Service and repair made necessary by the alteration or modification of software made by CLIENT’s employees or anyone other than AVT.
Maintenance of application software packages, whether acquired from AVT or any other source unless specified in writing.
Programming (modification of software code) and program (software) maintenance.
Support for CLIENT-owned equipment, printers, additional hardware
Implementation of new modules
Assistance with subledger reconciliation in excess of 2 hours per case.

Implementation and Commencement

Upon acceptance of these terms, AVT will begin implementation via an AVT Advantage Service Onboarding Checklist. Depending upon CLIENT’s environment, size and schedule preferences and restrictions an AVT Advantage kick off date will be scheduled. AVT will require, preferably during normal business hours, ready access to CLIENT’s system and personnel for onboarding of AVT Advantage. This SLA and the delivery of services therein will officially begin upon payment. Any support issues that arise prior to the AVT Advantage plan taking effect are additional and not covered under this SLA.

Acknowledgement, Response and Resolution Times

Acknowledge is defined as the time it is required to review your support request, prioritize it and queue it for service. AVT’s SLA commitment is based on meeting a defined percentage level of success. For example, successfully meeting the time commitments in 95 out of 100 tickets would constitute success. Acknowledge time is measured from the time the ticket is submitted until acknowledgement occurs. Support requests submitted over the phone are typically considered acknowledged because the request is logged, prioritized and queued by the support technician taking the request.

Response is defined as the point in time when a consultant begins to actually work on the issue. Working on the issue may occur on site or remotely, it may include research or testing. The respond SLA is measured from the time a ticket is created until the time a consultant begins working on the issue to resolve it.

Term

Without written notice 30 days prior to the end of the term, this agreement will auto-renew on an annual basis. In the event of notice of termination of Service by CLIENT, AVT will continue to provide professional and courteous service through the desired termination date. Upon full payment, per above, AVT will provide CLIENT all pertinent system documentation. If CLIENT does not provide full payment for all regular and early termination fees, CLIENT agrees to hold AVT harmless for retaining documentation, until said fees are paid in full.

Upon termination, AVT shall uninstall all AVT Tools and Intellectual Property from all CLIENT sites and/or equipment. CLIENT acknowledges that this may leave its accounting and related systems without adequate support. AVT shall not be held responsible for any damages or consequences resulting from the removal of AVT Tools and Intellectual Property.

Travel

Travel costs to and from AVT’s nearest office and CLIENT’s location of business is billed additionally both ways at the current on-site rate as outlined in Professional Services Agreement and upon approval in writing by the CLIENT.

Fee Schedule

AVT Advantage is billed annually.

AVT may adjust pricing for AVT Advantage at any time, upon 30 days prior written notification to CLIENT. Adding additional users, modules, or software will include additional AVT Advantage costs, which is presented along with all proposals. CLIENT can accept such new pricing, or if desired, reply with written notification of rejection of the pricing change and thereby nullification of the current agreement and term. CLIENT and AVT are then able to, if desired, renegotiate new agreement terms.