EFFECTIVE: 9 DECEMBER 2021
1. General
This schedule describes the service levels for the Services provided to the Customer under the Agreement.
All terms defined in this SLA shall have the meaning set out in the Terms and Conditions, unless defined otherwise herein.
2. Availability
During the Term, the Supplier will use commercially reasonable efforts to make the Services available with a monthly availability percentage of at least 99.95% in any calendar month excluding Scheduled Downtime ( “Monthly Availability”). The monthly availability percentage is calculated by subtracting from 100% the percentage of 5 minute periods that the Platform is not available to Customer in a given calendar month in relation to the total number of 5 minutes in that calendar month.
The Supplier may periodically require a limited period of unavailability of the Platform, to perform system maintenance, upgrades, modifications, remedial activities and other support requirements “Scheduled Downtime”). In such cases, Supplier will use commercially reasonable efforts to limit such Scheduled Downtime to under 4 hours per calendar month and will provide notification 5 days prior to the Scheduled Maintenance.
If the Supplier fails to meet the Monthly Availability in any calendar month during the Term for reasons other than an Exclusion (as set out in Section 7 of this SLA), the Supplier shall provide Customer with a service credit in an amount equal to 10% of the Subscription Fees received by the Supplier for that calendar month for the Services that were unavailable (the “Service Credit”). If a Service Credit claim is made in accordance with this Section and the Supplier has confirmed that a breach of the Monthly Availability has occurred, the Supplier will apply the Service Credit against the Subscription Fees payable by the Customer for the next Subscription Fee payment in the following the month in which the Service Credit claim was confirmed.
Service credits are the Customer’s sole and exclusive remedy for any performance or availability issues of the Services under the SLA.
To be eligible for a Service Credit, the Service Credit claim must be received by the Supplier within the calendar month subsequent to the unavailability and must include:
3. Incident Management
The Supplier provides customer support for the Incidents based upon the priority allocated to each request by the Supplier. Priorities are determined as set out below.
Type of individual
Urgent
Type of personal data
System outage or significant impairment to systems involved in the selling of services with significant direct revenue impact.
Purpose of processing
1 hour
Type of individual
High
Type of personal data
System outage or significant impairment to sales/revenue supporting systems or loss of systems access for multiple employees.
Purpose of processing
4 Business Hours
Type of individual
Medium
Type of personal data
Loss of systems access or functionality to a single customer/employee meaning they are unable to work or complete the intended function.
Purpose of processing
8 Business Hours
Type of individual
Low
Type of personal data
A partial interruption to a single employee’s or customer’s ability to work effectively.
There is a work around available whilst the incident is fixed.
Purpose of processing
24 Business Hours
The Supplier will determine in its sole reasonable discretion what the priority level is for any incident notification submitted to the Supplier.
Support for incidents is provided during Business Hours on Business Days.
For incidents qualified as urgent, support is available 24/7.
4. Change requests
Any request for alteration, change, or enhancement to an application, environment or process is not a support function and should be raised with the Supplier’s Customer Manager not the support services.
5. Support Desk
Customers may contact the Support Desk for any unavailability issue, incident, change request, questions or remarks that they have as follows.
support@alliants.app
Web
Submit a ticket through support.alliants.app
Chat
Chat widget within the support.alliants.app web page
Slack
Have Slack and want to speak to us direct? Contact us at support@alliants.app to gain access
Escalation
6. Maintenance Services
The Supplier will continuously monitor the Services availability, performance and security. The Supplier will execute several tests on a frequent basis.
The Supplier will on a regular basis update the Services so that they incorporate bug fixes and ameliorations regarding the availability, performance and security of the Services.
7. Exclusions
Supplier is not required to provide support or maintenance services in any of the following cases: