Service Level Agreement
Uptime Guarantee
Guaranteed Uptime: 99.5%
If the availability of the Company’s Customer Activation Platform (the “Services”) falls below the above standard during any
calendar month, the Company will issue customer a credit to Company’s account in accordance to the table below. The credit is
calculated by multiplying the credit rate (below) to Company’s equivalent monthly subscription fee charge, with the maximum
credit not to exceed the monthly subscription fee charge for the affected month.
Actual Services Availability | Service Level Credit |
|---|---|
Less than 99.5% but equal to or greater than 95.0% | 5% of subscription fee received by Company applicable to month in |
Less than 95.0% but equal to or greater than 90.0% | 20% of subscription fee received by Company applicable to month in |
Less than 90.0% but equal to or greater than 80.0% | 30% of subscription fee received by Company applicable to month in |
Less than 80.0% | 50% of subscription fee received by Company applicable to month in |
Scheduled Downtime
Company shall perform maintenance to the Services as required to meet the foregoing guarantee, but no more frequently than once per week, and only between the hours of 8:00pm Central Standard Time on Friday and 3:00am Central Standard Time on the following Monday. Company shall provide a minimum of seventy-two (72) hour advance notice for this. Scheduled downtime is exempted from the uptime calculation.
Support Issue Management
Standard Package: 9:00am - 5:00pm Weekdays [Preferred Time Zone indicated by customer]
Categorization | Initial Response Time | Case Update Cadence | Resolution Commitment |
|---|---|---|---|
Priority 1 | 1 business day | Daily | From the time of problem reporting, the case will be worked on a |
Priority 2 | 1 business day | Daily | From the time of problem reporting, the case will be worked diligently |
Priority 3 | 3 business days | N/A | Commercially reasonable efforts will be made to correct the defect on a |
Priority 4 | 5 business days | N/A | Commercially reasonable efforts will be made to correct the defect on a |
Categorization | Initial Response Time | Case Update Cadence | Resolution Commitment |
|---|---|---|---|
Priority 1 | 1 business day | Daily | From the time of problem reporting, the case will be worked on a |
Priority 2 | 1 business day | Daily | From the time of problem reporting, the case will be worked diligently |
Priority 3 | 3 business days | N/A | Commercially reasonable efforts will be made to correct the defect on a |
Priority 4 | 5 business days | N/A | Commercially reasonable efforts will be made to correct the defect on a |
Initial Response Time: Initial acknowledgement of issue and joint classification by customer and Company support.
Case Update Cadence: The frequency at which updates on the case status will be provided to the customer contact.
Resolution Commitment: The effort and timing put forth by the necessary Company resources for the purpose of resolving the case.
Priority Definition:
Priority 1 - a reproducible fault which substantially hinders or prevents all users from using a material part of the functionality of the Services.
Priority 2 - a reproducible fault which substantially hinders or prevents a significant number of users from using a material part of the functionality of the Services.
Priority 3 - a reproducible fault which hinders or prevents all or some users from using some non-material part of the functionality of the Services.
Priority 4 - a “how-to” question or request for documentation that does not affect functionality of the Services.