K4Connect Support SLA
Standard Service Level Agreement
Overview
K4Connect Support will provide email and phone support for problems, questions, and requests related to the K4Community platform. This support is available to all who use K4Community – residents, staff, and resident friends and family members.
SLA
Business hours
Normal hours of operations are 8:00am to 7:00pm EST Monday through Friday with 24-hour live-answer for phone calls received outside of normal business hours. For phone calls received during normal business hours, if all Support Specialists are busy, the caller will be given the option to hold or keep their place in the queue and receive a call back from the next available Specialist. Over 95% of calls are answered in 90 seconds or less. For emails received during business hours, Support Specialists will review each ticket within one hour of receipt. Our goal is immediate resolution upon response. If a resolution is not reached immediately, we will inform the requester of the next steps and anticipated
timeline.
Non-business hours
Phone calls received outside of normal business hours, including holidays, will be answered by our 24 hour on-call service agents and urgent requests will be escalated to a Support Specialist immediately. Urgent calls received outside of normal business hours will be returned within one hour of receipt. Otherwise, the call will be returned on the next business day. All emails received during non-business hours will be addressed at 8:00am on the next business day.
Move Cases Service Level Agreement
Overview
In order to move residents into, out of, or within a community, staff members are required to edit the Resident Directory in the Team Hub. When a change is made to the Team Hub Directory a case is created for the K4Connect Support Team which triggers a process of manual, back-end transactions like system association or removal, profile updates, etc. Since this is a manual process, the staff user, upon submission of the changes, is notified of the following: “Changes submitted, please allow 24-48 hours for the changes to take effect in our system.”
Support is typically able to resolve any inbound move cases within the 24-48 hour timeframe, but when large numbers of move cases are received within a short timeframe that resolution window expands due to other commitments and requirements that Support also manages.
Purpose
The purpose of this document is to outline the specific Service Level Agreement (SLA) that Support can maintain given the number of move cases received within a certain time period.
SLA
| Number of move cases received within 24 hours | Resolution timeframe (business hours) |
|---|---|
|
1 - 50 |
24 - 48 Hours |
|
51 - 100 |
Up to 72 hours |
|
101 - 150 |
Up to 4 days |
|
151 - 200 |
Up to 5 days |
|
201 - 250 |
Up to 6 days |
|
251 - 300 |
Up to 7 days |
|
300 + |
8 or more days |