K4Connect Support Service Level Agreement (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 received during business hours 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.