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.

Priority Level

Definition

Types

Response Times

Type of individual

P1 - Urgent

Type of personal data

Full system outage.

Purpose of processing

Urgent Incident, Security Incident

Purpose of processing

24/7 15 minute

Type of individual

P2 - High

Type of personal data

Major system outage or significant impairment to Sales/Revenue supporting systems (i.e. Ideas) or loss of systems access for multiple employees. Critical issues for which there is no work around and a certain process cannot continue, but other areas of the application are still functioning.

Purpose of processing

Urgent Incident, Security Incident, Change, Problem

Purpose of processing

24/7 1 hour

Type of individual

P3 - Medium

Type of personal data

Loss of systems access or functionality to a single user or group of users, meaning they are unable to work or complete the intended function.

Issues for which there is a valid known work around while being fixed.

Purpose of processing

Incident, Security Incident, Change, Problem, Request

Purpose of processing

2 Business Hours

Type of individual

P4 - Low

Type of personal data

A partial interruption to an employee or customer’s ability to work effectively.

There is a work around available whilst the incident is fixed.

Required minor change to say application environment variable.

Purpose of processing

Incident, Change, Request

Purpose of processing

4 Business Hours

Type of individual

P5 - Info

Type of personal data

Any request for alteration, change or enhancement to application, environment or process.

Purpose of processing

Request

Purpose of processing

8 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.

Customers may contact the Support Desk for any unavailability issue, incident, change request, questions or remarks that they have as follows.

Medium and Low priority incidents (P3, P4 and P5)

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

Urgent incidents
(P1 and P2)

  • The urgent.support email alias will provide text, push notification and email alerts to those on call outside of normal office hours.

Contacts and Escalation

Should an issue need to be escalated you may use the Alliants Support contact information provided above to escalate through to senior management.

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. 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.

6. Exclusions

Supplier is not liable for any failure to meet the Monthly Availability caused by any of the following and the Supplier is not required to provide support or maintenance services in caused by any of the following cases:

  • Scheduled downtime;
  • Access or use of the Services by the Customer, users, or chat participants in breach of the terms of the Agreement;
  • Customer’s untimely response, or non-response, to incidents that require Customer’s participation (including participation in the source identification or resolution of incidents), as determined by the Supplier;
  • Any actions or omissions of the Supplier when complying with the request or acting under the direction of the Customer;
  • The limitation or suspension of the Services due to circumstances reasonably believed by the Supplier to be a significant threat to the normal operation of the Services, the operating infrastructure, the facility from which the Services are provided, or the integrity of Customer Data (e.g., a hacker or a virus attack);
  • The unavailability of management, auxiliary, or administrative services required by the Supplier to make available the Services, including administration tools, reporting services, utilities, or other services supporting core transaction processing;
  • Failures, degradations, or fluctuations in electrical, connectivity, network, or telecommunications equipment or lines, including failures, degradations, or fluctuations caused by the Customer’s or user’s conduct or use of the Services, or circumstances beyond the Supplier’ reasonable control;
  • Denial of service attacks, natural disasters, changes resulting from government, political, or other regulatory actions or court orders, strikes or labour disputes, acts of civil disobedience, acts of war, and other events beyond the Supplier’s reasonable control;
  • The Customer’s ability to access the internet in order to use the Services, caused by Internet access or related problems beyond the demarcation point of the Supplier;
  • The Customer’s or a third party’s equipment, software or other technology not within the sole and exclusive control of the Supplier;
  • Any user’s access to the Compatible Messaging Channels or Vendors;
  • Modifications to the Services not made or authorised by the Supplier in writing, including custom HTML, CSS, or JavaScript;
  • Changes to the Compatible Messaging Channel(s) that affect the ability to receive and/or transmit messages from that channel via the Services;
  • Force Majeure.