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Service Level Agreement

Zoom Service Level Agreement

1 General Overview

This is a Service Level Agreement (SLA) between Think Hopeful, Inc. (“THI”) and the users (“THI Users” or “Client”) of the THI’s online platform (“Platform”) to document:

  • Zoom Service Description
  • General levels of response, availability, and maintenance associated with this service
  • Responsibilities of THI as a provider of these services
  • Responsibilities of the Clients receiving these services

This Agreement is valid from February 2022. Review will be completed every year, or as otherwise needed.

2 Service Description

2.1 Service Scope 

THI Users will use their own Zoom account to participate in one-on-one scheduled sessions or attend the groups that they have registered for on the Platform (collectively referred to as “Sessions”). These Sessions will be hosted by THI using THI’s Zoom account, and THI Users will attend the Sessions using the Zoom API integrated on the Platform. THI Users can choose between computer audio or telephone dial-in toll number for voice connections and Windows, Mac, iOS or Android smartphones and tablets for web and/or video conferencing viewing.

2.2 Service Offerings

THI will provide Platform access to the THI Users. THI Users can choose to participate in either one-on-one session or attend groups sessions. THI Users will have to register for the Sessions to attend the Sessions, and they will be able to join the Sessions using the Zoom API integrated on the Platform.

THI Users will be able to attend the Sessions using any type of Zoom account (Zoom Licensed or Zoom Basic).  

2.3 Operating Parameters

The Service is provided to THI Users who are registered on the Platform.

2.4 Service Level Performance

For support requests submitted online via Support Panel, response times will be tracked and reported. 

3 Roles and Responsibilities

3.1 Parties

The following Service Owner(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

Stakeholder

Title/Role

Contact Information

Username

(example: John Doe)

User

User email

(Example: john.doe@mail.com)

Mark Dwight

IT Service Manager

admin@thinkhopeful.com

Dave Williams

Zoom Support Lead

support@thinkhopeful.com

3.2 THI Responsibilities 

THI responsibilities and/or requirements in support of this Agreement include:

  • Manage Zoom environment for THI
  • Manage Zoom add-on and integration requests for THI
  • Meet response times associated with the priority assigned to incidents and service requests in the IT Request ticketing system (Support Panel)
  • Follow the principle of least perusal, policy for access without consent, and other specifications in the THI Rules of Connection, THI Consent Policy and THI Privacy Policy

3.3 Client Responsibilities

Client responsibilities and/or requirements in support of this Agreement include:

  • Adherence to the following policies: 
  • Contact the IT Service Manager for additions or changes in established service levels
  • THI Users should contact the Support Panel for incidents
  • Anyone who experiences attacks during a Zoom meeting on the basis of race, gender, sexual orientation or another protected category, or is sexually explicit, should report the incident to admin@thinkhopeful.com

4 Requesting Service

5 Hours of Coverage, Response Times and Escalation

For all requests, the THI goal is to have a staff member assigned and acknowledge requests within eight business hours of receipt. THI priorities may require exceptions to this goal during certain periods of the year. 

5.1 Hours of Coverage

Service staff coverage is provided 8PM - 10PM, Monday - Friday except for holidays. 

5.2 Incident Response, Prioritization, Escalation, Service Request

Zoom service disruptions that impact Sessions, will be responded to by the Zoom Service Team as soon as they learn about the outage. Information about Zoom service disruptions is available at https://status.zoom.us/

6 Maintenance and Service Changes

The Zoom Service abides by the standard maintenance and service change process whenever possible. Changes will be updated on the Platform and communicated via email to the THI Users.

7 Pricing

Services are free to the THI Users and funded through the organizations that the THI Users belong to, and have no direct charge to users.