Service Level Agreement

Chameleon
Service Level Agreement
Valid from: January 1, 2017

Emergency Contacts

115 – Ambulance / Medic

114 – Fire

113 – Police

112 – Search & Rescue

Background

The Chameleon Expert Team manages the inquiries from our web app, which enables our Customers to use Chameleon, a chat network to support people living abroad. This Service Level Agreement (SLA) has been created to define our services and measure our effectiveness. This SLA applies specifically to Chameleon service in Vietnam; SLAs may differ in each city due to local customs and laws.

 

1. Services Provided by Chameleon Expert Team

The Chameleon Expert Team will communicate and promote Chameleon Service and control incidents. Each inquiry by a Customer is an Incident, and the documentation of an incident into our tracking system is called a Ticket. Chameleon Service reserves the right to suspend the SLA if high-priority problems are identified by the Management team.

 

2. Chameleon Expert Team Hours of Operation

Time Zone: Indochina Time (ICT GMT+7)

Full Service:

Most services and third party referrals are available. Resolution delays may occur on weekends or other hours in which third party services are unavailable.

 

Reduced Service:

Many services and third party referrals are outside of normal operating hours, which likely will result in resolution delays. Reduced Expert Team staff may result in response delays.

 

Limited Service:

Most services and third party referrals are outside of normal operating hours, which likely will result in resolution delays. Minimum Expert Team staff may result in response delays.

3. Chameleon Expert Team Service Access

Method Details
Chameleon Web App http://chameleon.city

 

4. Customer Responsibilities

Users of Chameleon services will comply with policies and procedures specified below, as well as those in the published in Chameleon general Terms of Service and Privacy Policy.

 

Key areas of compliance are:

  1. Use Chameleon Web App to access Chameleon Expert Team staff and services.
  2. Do not give out passwords; our staff will never ask for your password. If asked, report immediately to privacy@chameleon.city.
  3. Address incidents with Chameleon Web App chat system. If unsatisfied after first contacting Chameleon Experts, escalate to our Management team: managers@chameleon.city
  4. Attend, read, or watch all training materials when and if offered, so we can serve you and work together better.
  5. Use your browser application’s Help Menus if you struggle with your Browser
  6. Use your mobile device Help Menus if you struggle with your mobile device; Chameleon can only refer you to competent IT services provider, if necessary, but we do not directly resolve IT-related issues.
  7. Backing up or otherwise saving provided information is the Customer’s responsibility. Chameleon reserves the right to retain or expunge data in compliance with its own data retention policy.
  8. Exclusive use of any one particular Chameleon Expert Team member is not permitted; however, informing us of excellent service is expected so we can reward our Experts for their good work.
  9. Offline use of any Chameleon services is not permitted; this includes asking for personal information, physical location, home or work address, GPS coordinates.
  10. The Chameleon Expert Team will never ask you for a face-to-face meeting under any circumstances; if asked, report immediately to privacy@chameleon.city.
  11. Lock mobile devices at all times; do not leave Chameleon Web App open for non-subscribers to access.
  12. Read and sign SLA to gain access to Chameleon Expert Team services.

 

5. Priorities and Response Times

See #6, below, for response times for specific services available during published service hours.

 

Priority of Incident Description Maximum Time for

(unless otherwise negotiated)

Response Resolution
Low General information requests with no particular time-based response requirement 1 day 3 days
Normal Basic support 3 hours 1 day
High Priority Customer cannot continue on their way without support 30 minutes 8 hours
Urgent Health and safety related, or high-impact to overall experience in city subscribed 10 minutes 6 hours

 

6. Resolution Times

Service Maximum Resolution Time
Add new Customer (via web) No Delay
Remove Customer (via web) No Delay
Response w/ in-house knowledge 2 hours
Response w/ research 6 hours
Dispatch of Third-Party Service Contingent on vendor estimate

 

7. Escalation Procedures

Level Initiate when… Contact Phone
1 SLA response time not met Chameleon Web App once again
2 If no response is received within 4 hours after Level 1 escalation. Chameleon Management Team +84 125 618 2142 / +1 415 849 0687

 

8. Reporting

Monthly, the Chameleon software reports to the Management Team the degree to which the SLA has been honored. Results are shared with all Chameleon Experts via e-mail. Quarterly, the Management reports to the Executive Team.

Chameleon provides basic reporting to Business Class customers, including volume, and a summary of inquiry categories (eg. transportation, food & beverage, etc.) and times.  Reporting frequency is requested by the customer in the proposal phase, unless otherwise negotiated. Chameleon adheres to strict user privacy and confidentiality guidelines, and will never share chat transcripts or identifying user information.

 

9. Systems and Components Supported

The Chameleon Expert Team is limited in the information they may provide. Information is limited specifically to referrals and quick advice related to the following listed activities. For inquiries that fall outside of the specific categories below, Chameleon Experts reserve the right to refuse service, or to provide added service at their own discretion.

 

  1. Shopping Activities
  2. Entertainment Activities
  3. Wellness Activities
  4. Education Activities
  5. Transport
  6. Business Activities

 

10. Components Expressly Not Supported

  1. Illegal Activities
  2. Legal Advice
  3. Globally or Locally Unethical Activities, as determined by Chameleon Expert Team
  4. IT (Information Technology) Support
  5. Medical, Health, and Safety Emergencies
  6. Violations of UN Global Compact Principles, specifically
    1. Violations of Human Rights
    2. Violations of Labour Law
    3. Corrupt Activities
    4. Violations of Environmental Protection

 

11. Support Order of Priority

(1 is highest)

  1. Customer is unable to perform work required in that moment
  2. Affects Customer’s perception of subscribed city
  3. High organizational, and/or group impact
  4. Response time overdue

 

12. Support Fees or Recharges

Chameleon Customers have a monthly subscription fee.

Current accounts may use Chameleon service without restriction.

Overdue accounts may have their Chameleon service disabled at any time

 

13. Definition of Terms

 

Term Definition
Chameleon Web App The primary point of contact for Customers of Chameleon Expert service, that provides access to the knowledge via a chat network
Service Level Agreement (SLA) Agreement between Chameleon and Customer, that specifies services, hours, access, responsibilities, priorities and response times, and components supported
Incident Event deviating from standard operation of a system, i.e. fluid productivity and enjoyment of life abroad in the subscribed city
Problem An undesired situation that is identified through (multiple, or recurring) Incidents and indicates an error resulting in a disruption of  the fluid productivity and enjoyment of life abroad in the subscribed city
Subscribed City The City for which the Customer has subscribed to access the Chameleon service

 

14. Signatures

 

Chameleon Expert Team Manager

Ms. Emilee Tran, Operations

Signature on file
Chameleon Executive

Mr. Peter Petracca, CEO

Signature on file

 

Right to amend this agreement reserved by Chameleon City Inc., through issuance of a Request For Change and a Change Action Board meeting with Executive Team. Responsibility for revising this agreement on an annual basis lies jointly with the Chameleon Expert Team, and Chameleon Management Team. Next revision is due: July 1, 2017

Emergency Contacts

115 – Ambulance / Medic

114 – Fire

113 – Police

112 – Search & Rescue

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