Essilor Instruments – Service Level Agreement (SLA)
This Service Level Agreement ("SLA") is effective this day of , ("Effective Date") and describes the service levels Essilor Instruments will provide to the Customer.
Service Provider:
Stereo Optical Company LLC, DBA Essilor Instruments. ("Essilor Instruments")
13455 Branchview Lane
Farmers Branch, TX 75234
Customer:
1. Support Hours & Channels for Service
- Business Hours: Monday – Friday, 8:00 AM CST – 5:00 PM CST. Any service provided after hours, on weekends, or on holidays will be invoiced at the overtime rate.
- Phone Support: Our phone support staff is highly trained to support your needs. When contacting our service support team via telephone, we may choose to troubleshoot the issue over the phone in lieu of sending a technician on-site.
- Portal Support: Our portal service allows customers to report an issue, request services and review work in process. Available on Zoho only, for exclusive accounts. Portal Account ID (if applicable):
- In-House Repair: In the event we need to service your equipment, you can send your instrument to a regional service location near you. Our in-house, factory-trained service technicians can support most manufacturers' products to get you up and running quickly.
- Field Services: Our highly trained Essilor Instruments Field Service Engineers (FSE) are located throughout the US for your convenience. In the event you require service at your facility, our service coordination team will find the closest FSE to support your needs to your satisfaction.
2. Response & Resolution Times
| Priority Level | Description | Response Time | Resolution Goal |
|---|---|---|---|
| P1 - High | Product is completely down; significant impact on clinical workflow. | < 2 Hours | 48 Hours |
| P2 - Medium | Minor issue; workaround available; non-urgent task. | < 4 Hours | 72 Hours |
| P3 - Low | General inquiry; request for preventative maintenance or parts; additional training or updates. | < 24 Hours | 5 Business Days |
3. Field & In-House Service Rates
| Part # | Description | Price | Comments |
|---|
4. Loaners
Loaners shall be provided for product downtime. Loaners will be invoiced at time of dispatch per the loaner rate chart below. Loaners are not available for Finishing Equipment. Select the Customer's loaner election:
Loaner Rate Chart
| Equipment Type / Model | Daily Rate ($) | Weekly Rate ($) | Notes |
|---|
5. Compliance & Security
- HIPAA Compliance: Essilor Instruments guarantees that all data handling meets current federal and state regulations.
- Data Encryption: 100% of Protected Health Information (PHI) must be encrypted at rest and in transit.
- Incident Reporting: Any suspected data breach must be reported to the client within 24 hours of discovery.
6. Exclusions
- Discontinued Products: Products that have been discontinued by the manufacturer will not be supported. These products have reached the end of their lifecycle as determined by the original manufacturer.
- Conditions Outside Our Control: Conditions such as a regional ISP outage or the client's internal hardware failing. These conditions may limit our ability to properly support you in a timely fashion.
SIGNATURES
By signing below, the parties acknowledge and agree to the service levels described in this Service Level Agreement as of the Effective Date.
Customer:
Authorized Signature
Stereo Optical Company LLC, DBA Essilor Instruments.
Authorized Signature