As businesses continue to rely on cloud-based accounting software, it’s essential to understand the importance of a Service Level Agreement (SLA) and what it covers. This article will focus on Twinfield, a leading cloud accounting software provider in Europe and their SLA.
What is a Service Level Agreement?
An SLA is a contract between a service provider and a customer that outlines the level of service the provider will deliver. It is crucial to have an SLA in place as it ensures that the provider is held accountable for meeting the agreed-upon service levels. The SLA also provides clarity on what happens in case of any service disruptions or incidents.
What is Twinfield?
Twinfield is a cloud-based accounting software provider based in the Netherlands. It was established in 1999 and acquired by Wolters Kluwer in 2011. Twinfield helps businesses manage their finances by providing features such as invoicing, billing, and financial reporting.
Twinfield Service Level Agreement
Twinfield’s SLA covers the following areas:
1. Availability – Twinfield guarantees 99.8% availability of its software. This means that the software will be available for use 99.8% of the time in any given month. If Twinfield fails to meet this service level, customers are eligible for service credits.
2. Incident response time – Twinfield has set response times for different types of incidents. For critical incidents, such as a complete system outage, Twinfield aims to respond within 15 minutes. For non-critical incidents, such as a minor issue with a report, Twinfield aims to respond within 2 hours.
3. Performance – Twinfield guarantees that its software will perform at a certain level. For example, reports will be generated within a specific time frame, and the system will respond to user inputs in a set time period.
4. Security – Twinfield takes security seriously and has implemented measures to ensure that its software is secure. The SLA outlines the security measures that Twinfield has put in place and the roles and responsibilities of Twinfield and the customer in ensuring security.
5. Customer support – Twinfield offers customer support through its online portal and aims to resolve customer issues as quickly as possible.
Why is the SLA Important?
The SLA is important as it outlines the service levels that Twinfield is committed to delivering. In case of any service disruptions or incidents, the SLA provides clarity on what happens and what customers can expect. It also ensures that Twinfield is held accountable for meeting the agreed-upon service levels.
Conclusion
A Service Level Agreement is an important contract between a service provider and a customer. Twinfield’s SLA guarantees a high level of availability, incident response times, performance, security, and customer support. As businesses continue to rely on cloud-based accounting software, it’s crucial to have an SLA in place to ensure that the service provider is held accountable for delivering the agreed-upon service levels.
