Service Level Agreement

With a user-friendly platform and innovative product range, we pride ourselves on our ability to save businesses time, money, and hassle on their day-to-day business processes.

We are an ever-expanding technology company creating market leading software. Our products make things simple. Through the digitisation of document send processes we are also helping to reduce the use of paper, benefiting our environment.

E-Sign will deliver the best customer experience, maintaining as close to a 100% sign success rate as possible. It is important that customers maintain trust in us and our ability to securely look after their documents.

We pride ourselves on offering the following benefits:

• Full live customer support
• Webforms
• Real world ID validation
• Payment processing
• Documents signed/completed within minutes
• White label, own branding graphical user interface
• Full audit trail
• Legally compliant electronic signatures
• Really simple to use

We remain committed to maximizing the efficiency of your on-line platform, and provide support whenever necessary.

E-Sign offers an API service, which allows integration of E-Sign software, into your own internal operations, to increase your functionality, and service your business requirements, whilst at the same time, providing you with document security, integrity and traceability, through your business ‘own label’ branding (see illustration below). A similar GUI service is also available where full integration is not required.

1. Service Level Agreement

E-Sign agrees to provide you with all the features and stated service delivery contained within this service level agreement.

1.1 Availability

E-Sign will provide 24/7 Critical server support and systems monitoring to clients. All normal queries or development support issues will be responded to within 2 hours during the times of 0800-1800 Monday to Saturday. Any critical issues will be responded to within 10 minutes during these times.

1.2 Disaster recovery

E-Sign has a robust disaster recovery mechanism in place. Our servers within our datacentre have maintained 99.98 % Availability. Our servers have multiple power and cooling distribution paths, and include redundant components (N+1). Data centre facilities includes N+1 on all components and multiple LV path options. The servers are continually monitored 24 hours per day. If there were to be an issue at the primary data centre, the disaster recovery server would replicate the platform and initialise within 40 minutes.
If circumstances force E-Sign from its current premises, access to the data centre business continuity centre will allow E-Sign to re-create both our office and IT environment within a very short time, so that critical operations will be up and running with minimum disruption to customers and communications.

1.3 Information security

E-Sign has a strict information security management systems policy (available on request), which does not allow unauthorised access to customer information. E-Sign is also a registered data controller certified by the information commissioners’ office (ICO guidelines). All information will be exchanged over a secure connection of a minimum 256-bit encryption. No datasets will be accessed from outside this communication and all communications will be integrated with PKI. All communications will be in accordance with the data protection act and ISO27001.

1.4 Data Storage

All data will be stored and encrypted on our own servers in two locations in our UK data centres. This is under ISO27001 conditions and has twin firewalls and full disaster recovery. No data will be on any removable media.

1.5 Transaction limit

There is no transaction limit for electronic signature processing.

1.6 Transaction data back up

Every 24 Hours.

1.7 Server maintenance downtime

We will endeavour to perform maintenance and updates between 00:00 and 02:00 on Saturday and Sunday mornings. Scheduled Downtime may occasionally be necessary for E-Sign to carry out essential maintenance or network upgrades. They will be kept to a minimum and scheduled to minimise disruption. E-Sign will aim to provide 7 days notice of Scheduled Downtime and in the event that such notice is impossible will provide the maximum period of notice practicable.

1.8 E-Sign fault reporting helpdesk facility

The helpdesk will issue a fault reference number and will respond promptly to faults reported and will provide hourly updates on the progress towards diagnosis and remedy. Faults remedied will be advised by email. E-Sign aim to rectify network and platform faults within 10 hours of issuing a fault ticket number although does not guarantee resolution in this time, as this may be affected by circumstances.
Faults not involving E-Sign services or equipment: E-Sign will advise of steps taken to diagnose a fault for which E-Sign is not responsible.

1.9 Fault reporting

Faults may be reported to The Client Service Helpdesk during Normal Business on (+44) 0330 057 3001 or at info@esign.co.uk. The Client Service Helpdesk is staffed during Normal Business Hours. Outside of these hours, the online logging service may be used to raise issues, or a message may be left on Customer Service helpdesk recording facility.

Upon detection of a service-affecting event a support ticket, with a unique identifier is opened. This support ticket is used to track the issue and transfer information between The Client, E-Sign Customer Services Helpdesk and the internal staff responsible for resolution.
During the issue management process, the E-Sign Customer Service Helpdesk retains ownership of the trouble ticket.

2. Customer service

E-Sign uses a comprehensive customer relationship model that logs user interaction with the customer service team. This is used to provide better user experience. The support model is inherent in the CRM.

2.1 Customer support model

See below illustration to see our support model:

2.2 Customer resolution

We aim to provide a rapid response to issues based on the following sequence:

• Identification – Issue is raised and documented with our development support team.
• Validation and Prioritization – E-Sign support will check the issue and see if this is a valid problem, or if it can be quickly resolved with support and guidance to user.
• Analysis – We analyse the issue and check against reoccurring incidents and other documented user feedback, and feed into our future developments.
• Tracking and Reporting – the issue will remain with a dedicated support team member and task will remain open within our CRM.
• Escalation – If escalation is required this will be reviewed with a senior member of the development team, and also cross-checked with the management team.
• Resolution and Closure – satisfactory resolution.

3. Implementation and UAT

Service implementation will be delivered following the high standard of delivery practices, which are currently used within E-Sign.

Key activities

3.1 Creation

The E-Sign development team will liaise with clients to finalise work-flow of the new integration. Technical integration testing of the platform.
E-Sign will provide all API access calls and authentication tokens at the request of the client. E-Sign’s Development team will work to assist with platform creation and implementation.
E-Sign will also disclose the programming languages used to create the platform and ensure that these are sufficient for interoperability with client facing systems. Our development team will use the technical specifications and requirements to provide a plug in for the digital platform.

Technical integration testing will include the scope set out in the these delivery requirements:

• BaseSAMLoutcomes
  • Auth request
  • Auth response
  • SAML Failure conditions
  • Signing issues, encryption issues
  • Invalid conditions i.e. 1. Time Constraints (i.e. server clock drift leading to failed ‘NotBefore ‘and ‘NotOnOrAfter’) 2. Audience restrictions 3. Other SAML controls
• SAML outcomes from Business transactions
  • Matching Data Set (MDS) structural compliance
  • Failure conditions
  • User cancellation
  • Timeouts

As well as the interoperability testing, additional testing will be carried on authentication processes. The test results will be recorded and made ready for disclosure upon request.
Test data sets E-Sign use will be representative of real world credentials clients wish to implement for the electronic signature access.

3.2 Operational readiness

Once the testing phase and interoperability have been completed, operational readiness will be assessed. If required, a collaborative process between E-Sign and the client can be invoked. This will include documentation of the following:

• Incident management
• Change management
• Problem management
• Business continuity management
• Operational structures

3.3 Pre-launch

E-Sign will ensure stability of all systems for pre-launch readiness.

Simulation testing (pre-launch)
During user based simulation testing. E-Sign will host a consultation/workshop with presentation and discussion and elaboration session. Here E-Sign will be present evidence demonstrating capabilities including the following:

• Incident management
• Change control
• Security
• Support
• Business continuity and disaster recovery
• Billing
• Compliance with the audit requirements
• Management Information
• Production

Service Level Response Times