EFFECTIVE: 30 SEPTEMBER 2022

‍

Alliants Service Level Agreement

Alliants Experience Platform

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 Services are 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 Services, 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 Downtime.

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 6 of this SLA), the Supplier shall provide the 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 part of 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:

• the words “SLA Credit Request” in the subject line;
• the applicable calendar month and the specific date, time (including time zone), duration, and services impacted in respect of each alleged incident in respect of which the claim is made;
• the affected User Account; and
• documented evidence of the breach of the Monthly Availability (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

3. Customer Support

When to contact us

You can contact the Alliants team whenever you have questions or are facing issues using the Services. You can contact us through multiple channels, depending on the request’s priority.

For any issues relating to implementation, training or associated works please note:

• Implementation, training and all associated works will only be carried out during Business Hours. 
• No work will be carried out on statutory holidays or during weekends. If this should be requested, the installation fee may be subject to modifications. 
• Software support will only be provided remotely. Exceptional ‘on site’ assistance will be subject to a separate quotation. 

Incident Levels

The Suppier’s support team addresses Customer requests according to the level of severity of the incident. 

For Medium, and Low Priority incidents and Change Requests, our support team is available to help during “Business Hours”: which are 9am - 5:30pm UK time, Monday to Friday (excluding national holidays in the UK). 

In case of an Urgent incident, you will need to contact our on-call team. 

Please note that the after-hours on-call team is there to support you specifically for Urgent issues only. All other issues will be responded to during Business Hours.