With CXone Mpower, you’ll receive the industry’s most trusted and transparent service level agreement with a 99.99% monthly availability guarantee.
SLA Guarantee
With CXone Mpower, 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. CXone Mpower 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 Mpower 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.
If in any one-month billing cycle, the average Actual Availability of CXone Mpower 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.
Terms
Available & Availability means the percentage of time during a month (measured on a 24x7/365 basis) in which the NiCE 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 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.
Mean Opinion Score (MOS) SLA
NiCE is the only provider in the market that carries a published MOS SLA for a minimum MOS score of 3.9 on our voice services and regularly achieve well above 4.0. Customers can receive credits if they experience a lower MOS score. These credits are treated the same as our 99.99% guaranteed platform availability, including maintenance windows.
In the event that Customer’s average Mean Opinion Business Unit Score (“MOS”) for the preceding month (found online at http://Support.inContact.com/Support/Trust) falls below 3.9, Customer may request a credit according to the following table:
TECHNICAL SUPPORT INCIDENT PRIORITY MATRIX
*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 CXone Mpower incident cases by Priority:
*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 CXone Mpower Software Engineering group for resolution.
Hours of Operation. CXone Mpower 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 CXone Mpower Customer Community, a secure, easy-to-use website that includes the CXone Mpower 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 CXone Mpower Technical Support and Customer Care hotlines are:
