SaaS Service Level Agreement
Last updated: February 2024
Table of Contents
1. Definitions
Infrastructure Availability (IA) refers to the ability for end users to access the infrastructure via the cloud hosted environment; excludes specific software functionality in the accessed environment.
Guaranteed Response Time (GTI) means the time from the reporting of an incident on the supervision tools or from a notification made by Subscriber to the Company’s support department and the beginning of the operation of Support.
Guaranteed Resolution Time (GRT) means the time to restore the Service, from the beginning of the intervention (see GTI) until the end of the incident.
Application Error(AE) means a failure of the Software to perform to the documentation, resulting in the inability to use, or material restriction in the use of, the Software.
Working Hours means between 7:00am and 7:00pm Eastern US Time on any Business Day.
Applicable Monthly Period means, for a calendar month in which a Monthly Subscription fee is paid, the number of days that you are a subscriber for a Service.
2. IA Priority Levels
The priority level is determined according to the severity of the access limitation as follows:
3.IA Response Times
The Company must respond to interruptions in Cloud-based Service Availability as follows:
4.IA Resolution Times
5.AE Priority Levels
The priority level is determined according to the severity of the application error or incident as follows:
6.AE Target Resolutions Times
7.Infrastructure Availability Discount
If the Rate of Infrastructure Availability (as defined in Section C) is less than guaranteed levels below in any month the Monthly Subscription Fee for the following month will be reduced as follows:
Each report is to be delivered to Subscriber within 10 Business Days of the end of the relevant reporting period (for example, if the reporting frequency is monthly, the report for a month must be delivered within 10 Business Days of the end of the month). The reports are to be provided via email to Subscriber’s nominated representative. Each report must contain a listing of all exceptions (failure to meet a relevant Service Level) in the reporting period.
8.Infrastructure Availability Discount
If the Rate of Infrastructure Availability (as defined in Section C) is less than guaranteed levels below in any month the Monthly Subscription Fee for the following month will be reduced as follows:
9.Infrastructure Availability Discount
This SLA and any applicable Service Levels do not apply to any performance or availability issues:
- Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at your site or between your site and our data center).
- That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services.
- Caused by your use of a Service after we advised you to modify your use of the Service, if you did not modify your use as advised.
- That result from your unauthorized action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords or equipment, or otherwise resulting from your failure to follow appropriate security practices.
- That result from your failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or your use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with our published guidance;
- For licenses reserved, but not paid for, at the time of the Incident.
