SLA Guarantee

With NICE CXone, you’ll receive the industry’s most trusted and transparent service level agreement with a 99.99% monthly availability guarantee.

SLA Guarantee

With NICE CXone, you’ll receive the industry’s most trusted and transparent service level agreement with a 99.99% monthly availability guarantee.

When choosing your Customer Experience Platform, you need a solution you can rely upon and trust. NICE CXone offers the industry’s most transparent SLAs and firmly guarantees a 99.99% monthly availability, backed with redundancy at multiple levels.

During the Term of the agreement under which NICE has agreed to provide CXone Cloud Service functionality to Customer (as applicable, the "Agreement"), NICE will make Service Available 24 hours a day, 7 days a week, using commercially reasonable best efforts to provide 100% uptime in accordance with the definition of Availability below.

Our SLA in a nutshell: 99.99% availability

SLA Credits

If in any one-month billing cycle, the average Actual Availability of NICE CXone falls below the thresholds in the table below, Customer can request credit according to the table below within 30 days following the month in which the Availability fell below the applicable Service Levels. The maximum credit issued in any monthly billing period will not exceed one-hundred percent (100%) of the aggregate amount of the MRC billed in that month.

Any SLA Credits shall be waived to the extent that the Availability of the Cloud Services has been impacted by Customer’s acts and omissions, including if Customer’s financial account with NICE is not in good standing.

 

NICE CXone average Actual Availability for One-Month Billing Cycle

Percentage of Monthly Recurring Charges Credit 

Below 99.99%

1/30th 

Below 99.95%

1/15th

Below 99.0%

1/7th 

Below 97%

Free Month

 

Terms

Available & Availability means the percentage of time during a month (measured on a 24x7/365 basis) in which the NICE CXone ACD (the ability to Deliver a Contact), IVR (the ability to execute a script) & Agent or Station (the ability to login) are completely unavailable for Production use. The Actual Availability achieved is calculated as follows: Actual Availability = [(total minutes in a month)-(time during which the NICE CXone ACD, IVR and Agent/ Station is completely unavailable for Production use) + (minutes of Excusable Downtime)] / (total minutes in a month).

Excusable Downtime means any planned maintenance of which the customer is given advanced notice; unavailability caused by circumstances outside of the reasonable control of NICE such as outages or disruptions caused by the customer or any third party acting on the customer’s behalf; outages or disruptions caused by software, infrastructure, databases, human errors or hardware not provided and controlled by NICE; configuration changes not made by NICE; or telecommunications services or internet access not controlled by NICE.

Support Level Definitions. Cases are classified based upon the definitions outlined in the table below. Reasonable efforts will be made to respond to Customer’s support requests per the following guidelines. Cases are prioritized according to their business impact and frequency described in this document.

Customer contracts may vary, terms set forth in mutually negotiated and agreed upon contracts supersede the terms on this page.

 

Severity Definitions Description
Severity 1
– Critical		 Work Stoppage. Incidents that cause a direct financial, brand, or security impact on the business organization:
  • Agents or stations cannot log in (ACD & Workforce Optimization (WFO))
  • Severe login latency
  • Unable to launch MAX or ThinAgent
  • Unable to change/manage agent stat in MAX or ThinAgent
  • Calls not routing to agents
  • Call refusals resulting in no calls being delivered to agents
  • Unable to execute an IVR script
  • Point of contact/toll free number cannot be reached
  • No routes found
  • Circuit down
  • Required real-time reporting unavailable
Severity 2
– High		 Work Degraded. An impact to a business service that directly supports the execution of a core business service:
  • Historical reporting unavailable
  • User administration
  • Missing contact recordings
  • QM Enterprise (Engage) not recording (audio or screen)
  • QM Enterprise (Engage) playback isn’t working
  • Workforce Management (WFM) adherence missing
  • Severe and sustained sound quality issues preventing two-way communication of voice contacts (one-way audio, dead air, choppy, static)
  • Dialer calling list not uploading
  • Call refusals resulting in eventual call delivery
Severity 3
– Medium		 Work not affected or workarounds available. Incidents that are inconvenient but do not impede core functions of NICE inContact applications. May have valid workarounds:
  • Intermittent sound quality issues that do not prevent two-way communication of voice contacts (one-way audio, dead air, choppy, static)
  • Reporting doesn’t match up
  • Stuck agents/contacts/dialer
  • Delayed recordings
Severity 4
– Low		 Incidents that cause very little impact on operations. May have valid workarounds:
  • Non-essential buttons missing
  • User interface or experience is difficult

 

TECHNICAL SUPPORT INCIDENT PRIORITY MATRIX


 IMPACT
SEVERITY >50% active user/contacts* >25% active user/contacts* <25% active user/contacts* Individual
Core Business
Service Down
(work stoppage)		 P1 P1 P1 P3
Performance
Issue
(work degraded)		 P1 P2 P3 P4
Non-critical
Services
(work not affected or
workarounds available)		 P2 P3 P3 P4
Inconvenience P3 P4 P4 P4

*The number if users is based on the active agent population (that should be operational at the time of incident), not the total configured user base.

 

Targeted Response, Update, and Resolution Times for NICE CXone incident cases by Priority:

Incident Priority Initial Response Status Updates
Priority 1 - all hours Respond to Customer within 1 hour of notification. Every 2 Hours
Priority 2 - all hours Respond to Customer within 4 hours of notification. Every 8 Hours
Priority 3 - standard hours Respond to Customer next business day. Every 24 Hours
Priority 4 - standard hours Respond to Customer next business day. Every 48 Hours

*Initial responses and status updates will be tracked and measured within NICE's case management system.

 

Case Resolution Time. Resolution is defined as the restoration of service of a reported incident or the implementation of a viable work around. Support levels are based on a Mean Time To Resolve (“MTTR”). MTTR is measured monthly and quarterly. MTTR does not apply to issues that are determined to be third party vendor issues, bugs or product enhancements, which are escalated to the NICE CXone Software Engineering group for resolution.

Case Severity Resolution Time
S1 4 hours MTTR
S2 24 hours MTTR
S3 5 business days
S4 7 business days

 

Hours of Operation. NICE CXone Technical Support is staffed with Technical Support Engineers who are available by phone or online 7 days a week, 24 hours a day, 365 days a year.

Support Site. Documentation and answers to technical questions are available through the NICE CXone Customer Community, a secure, easy-to-use website that includes the NICE CXone knowledge base and tools to initiate and manage requests for technical support and monitor the status of a Case, available at community.niceincontact.com. The NICE CXone Technical Support and Customer Care hotlines are:

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