Service Level Agreement

This Service Level Agreement (“SLA”) outlines the commitment of Medianet (referred to as "we," "us," or "our") to subscribed clients (referred to as the “User”), regarding the support services for the Medianet software (the "Service") that you subscribing to.

We are committed to providing the User with a reliable and high-performing Service and will endeavour to respond to and resolve any issues the User may encounter as quickly as possible. We will keep the User informed of our progress in accordance with the response times outlined below.

• All times stated are during our extended Business Hours (Monday to Friday, 7 am - 7 pm Sydney time).
• Response and resolution times are targets. While we strive to meet these targets, actual times may vary depending on the complexity and breadth of the issue.
• Timing for our response and resolution efforts begins after the User reports an issue or request to our designated support channels (the User’s account director or customer support representative) and the issue or request has been qualified by our product team.
• Resolution times may be affected by factors outside of our direct control, such as awaiting necessary information or decisions from the User’s end.
• Response Time: The target time within which a qualified member of our support team will acknowledge receipt of the User’s reported issue.
• Resolution Time: The target time from when the issue was reported until a workaround, temporary fix, permanent fix, or a plan for remediation is in place. There may be times when a full resolution is not always immediately possible.
• The initial priority level of an issue will be determined by us based on the impact it is having on the User’s use of the Service.
• For issues that involve third-party subprocessors or essential services that are integrated with us, we will manage communication with these vendors. Target resolution times may be out of our control if the issue is with a third-party provider. We will keep the User’s informed if an issue with a third-party service will have an enduring impact on the Service.
• If we are unable to reproduce an issue that the User reports, we may consider it resolved until such time as it reoccurs and we can investigate it further.
• We are committed to continuously improving our support and maintenance processes. We will regularly review our performance and may make adjustments to our response and resolution timeframes and workflows to enhance your experience. We will contact the User if these changes materially impact the User’s use of the Service. If the User has any suggestions for enhancing our support and maintenance processes, please email us at team@medianet.com.au

Priority Levels and examples:

The Priority of an issue is determined by a combination of the extent to which the issue disrupts the normal and intended functioning of the Service for the Users (Impact) and the time-sensitivity of addressing the issue based on its potential to cause ongoing or increasing harm to business operations (Urgency). 

Critical (Level 1)

• Definition: This is the highest priority issue, where there is a complete failure of the Service or a critical function that prevents all or a significant number of users from performing essential tasks. We will attempt workarounds where appropriate while these types of issues are investigated and resolved. This type of issue is of a critical nature and severely disrupts business operations, requiring immediate attention.
  
  

• Including, but not limited to:
  
  
  • The User cannot access our platform with your correct credentials / whole website is inaccessible
  • Saved searches or saved lists cannot be accessed
  • New searches cannot be created
  • Platform issue impacting the distribution of a time sensitive press release
  • The User cannot create and/or submit a text-only press release
  • Press releases on hold cannot be cancelled
  • Media mentions cannot be viewed in detailed view
  • The Users are not receiving any alerts or scheduled newsletters at all
  • Saved searches are not capturing new mentions at all (unrelated to plan limits)
  • The vast majority of articles are significantly delayed in the platform (Over 3 hours)
  • New mentions from a particular media type are not appearing on the platform (eg broadcast)
  • Feed outages from media types or particular priority sources. (As determined by us)
  • The User cannot transact online (excluding issues with individual credit card, limited funds etc)
  • Major security vulnerabilities that could compromise the User’s data

High (Level 2)

• Definition: A major issue that causes significant impairment or degradation of core functionalities. It affects a large proportion of users or critical business processes but does not completely halt operations. It requires prompt resolution to minimise disruption. There may be a workaround available.
  
  

  Response Time	Within 2.5 hours
  Target Resolution Time	Within 24 hours

• Including, but not limited to:
  
  
  • Platform issues impacting non time-sensitive press release distributions
  • Editing existing searches does not work, but creating new searches functions
  • Dashboards or the data drilldowns cannot be viewed
  • Integrations between the Service are not functioning. (For example adding to a list from a mention, author and outlet slide-out, click through to media profiles, saved list not appearing in create release)
  • Issues impacting alerts, scheduled newsletters and curated reports but the platform is functioning as intended.
  • Filters on saved searches are not functioning
  • Export is not functioning, but data is available in the platform
  • Press release email results not available for recent distribution
  • Unusually slow site responsiveness across all users
  • Multiple charts on a dashboard not functioning
  • New contract set-ups
  • Issues affecting the delivery/publication of press releases to non-email channel integrations. Eg. Medianet News Hub, website syndication, News Corp feed and Medianet for Journalists
  • Requests to remove or edit press releases from our websites.
  • Issues with image attachments loading onto press releases (excluding filesize issues and corrupted images)
  • Press release distribution to international circuits
  • New user login requests if via the platform is unavailable or unsuitable.
  • Security issues that require urgent mitigation to prevent potential problems.
  • Requests for feature functionality advice or press release distribution advice. The Medianet Knowledge Centre is always available for immediate feature guidance. https://www.medianet.com.au/knowledge

Medium (Level 3)

• Definition: An issue that affects non-core functionalities or presents a moderate inconvenience to a subset of users. It impacts the User’s use of the Service but does not critically impede essential operations. Resolution will be scheduled in a timely manner.

• Including, but not limited to:

  • Mentions are being surfaced without article-level or entity-level sentiment
  • Unable to delete or copy searches.
  • A mention is not surfaced (from a monitored source) where the keywords of a search should have brought back the mention.
  • Charts on Dashboards cannot be rearranged
  • Article-level and entity-level sentiment accuracy drops
  • Accuracy of results on Dashboard charts drops
  • A single chart on a Dashboard is not functioning
  • Issues affecting the User’s ability to view their sent press releases or pickup analytics
  • Requests for an outlet or journalist profile to be added
  • Invoice or billing related enquiries
  • Our staff cannot access reporting pages
  • Contract cancellation requests
  • Inability to upload own list or add private records
  • Problems affecting only a specific group of users or present on a single web browser.

Low (Level 4)

• Definition: This issue has a minor impact on the Service or user experience, causing a small disruption to the User’s operations. It typically involves non-critical features or cosmetic problems. These issues will be addressed as part of regular maintenance and update cycles.

  Response Time	Within 4 business days
  Target Resolution Time	Within 15 business days

• Including, but not limited to:

  • Minor display errors or cosmetic issues within the Service
  • Minor configuration issues that do not affect core functionality
  • Our integrations for a portion of media profiles are not working
  • Detailed view is showing a snippet when it should be showing the full article (subject to copyright)
  • Clipping or downloading from broadcast player is not functioning
  • Alerts being duplicated or results within alerts being duplicated
  • Requests for monitoring sources to be added
  • Issues impacting a single user
  • Account credits

Issue prioritisation

The initial priority level of an issue will be determined based on our assessment of its impact on the User’s use of the Service and the urgency with which it needs to be addressed. While we will consider the User’s initial assessment when the User reports an issue, the final determination of priority rests with us to ensure consistent and efficient handling of all support requests across our platforms.

We are committed to providing the User with excellent support and ensuring your experience with us is positive.