A service level agreement (SLA) is a negotiated agreement between two parties where one is the customer and the other is the service provider [Wikipedia]. The SLA records a common understanding about services, priorities, responsibilities, guarantees, and warranties. Each area of service scope should have the "level of service" defined. The SLA may specify the levels of availability, serviceability, performance, operation, or other attributes of the service, such as billing. [Wikipedia]
Every edition of CurrencyXchanger is bundled with 3 to 12 months of free support. Having our support can give you and your employees great peace of mind, knowing that we are available to help when you need it. We are just a phone call away from you. Our customers can sign up to a SLA agreement when their initial support expires. For more information about our affordable pricing and policies, please contact our chatline operator.
The SLA agreement is to ensure that you receive quality service and support from us when you need it. Also, you will receive all updates and upgrades of the system to ensure that you are always running the latest version of CurrencyXchanger and your data file will not become obsolete should you decide to upgrade in the future.
The SLA program is completely optional. If you are currently renting CurrencyXchanger, the SLA program is included for free as part of your rental agreement.
Remote Installation and Configuration: Installing database, setting up automatic printing, scanner integration for photo ID capture, setting up backup schedules, configuring server and client preferences.
Troubleshooting: We can remotely connect to your computers in a few minutes and offer live help to your staff or troubleshoot any problems. Troubleshooting scenarios may include: data integrity testing, helping your staff with their questions, restoring the database after a power failure.
Phone support: You and your staff can call us during our extended business hours (7:30 AM to 8:30 PM pacific time)
Live Chat Support: Feel free to send your technical questions 24/7 via our website chat support. If our operators are busy or not available, a ticket will be issued to your request and will be followed up by our support team within in a few hours.
CurrencyXchanger Minor & Major Updates: Unlike most standard SLAs, our SLA includes a license for upgrades of CurrencyXchanger free of any additional charge. You never have to worry about your data files being outdated. Almost every eight to twelve weeks, we release a newer and improved version of CurrencyXchanger. This DOES NOT INCLUDE UPGRADES TO 4D SERVER unless it is a free upgrade from 4D.
Subscription to online sanction lists: As part of your SLA agreement, you are granted access to the most updated sanction lists. Your compliance officer can feel comfortable knowing that every time a new customer (individual or company) is added to the database, their name is checked against the following sanction lists (provided that you are subscribed to our SLA program):
Subscription to High-quality Currency Rate Server: Access to live market data from a reliable source is a great but rather costly investment for your business. As part of your SLA agreement, you can continue to receive free market rates for almost all currencies as well as gold, silver, and platinum. Our currency rate server is connected to Xignite.com to receive up to date market data. Xignite.com is the leading market data provider for many financial corporations including Wells Fargo, Citi bank, and ING Direct.
Please read this section carefully as it is important to understand what services are not included as part of the SLA program.
- Major upgrades to 4D software unless explicitely stated in your SLA agreement: such as 4D Server, 4D Client, and 4D Extensions (e.g. upgrade from 4D 2004 to 4D v13)
- Installations of Hardware: such as computer, backup drives, hardware setup, installation, configuration or printers, etc..
- Networking: Physical Wiring, network troubleshooting
- Network Configurations: port forwarding, network administration, router configurations, firewall configurations, network switch configurations
- Hardware Upgrades: installation of RAM, network cards, and any kind of hardware upgrades
- Installation of third-party software not related to CurrencyXchanger such as anti-virus, anti-spam software, etc.