Service Level Agreement (SLA)
1. Subject Matter of the SLA
This Service Level Agreement (“Agreement”) governs the provision of the SaaS service (“Service”) to customers (“Client”).
This Agreement governs the provision of the SaaS Service by the Service Provider. The Service Provider shall maintain a highly secure and available network as contractually agreed, in order to supply the Client and its registered users with the Contractual Services. The Service Provider shall use all reasonable efforts to ensure uninterrupted access to the SaaS Service for the Client and its users. This SLA also sets forth the rights and remedies available to the Client in the event of a service interruption resulting from a failure of the Service Provider’s SaaS Service.
2. Service Availability Commitment
2.1 Definitions
- Service Availability: The amount of time a Service is available to the Client as a proportion of total time in a given month.
- Scheduled Availability: The total number of hours in a given month, less scheduled maintenance times.
- Service Level: The target Service Availability expressed as a percentage.
- Scheduled Downtime/Maintenance: Planned maintenance which may temporarily limit or disrupt access. Clients will be notified in advance.
- Downtime: Unplanned service unavailability outside of Scheduled Downtime.
- Business Days: Monday to Friday.
2.2 Service Availability
Service Level Target: 99.9% uptime.
Service Level Failure: If Service Provider fails to meet a Service Level Target (“Service Level Failure”) then Service Provider will:
- investigate the underlying causes of the Service Level Failure;
- create a cause analysis of the Service Level Failure;
- create a plan which identifies the activities that Service Provider will carry out to allow the Service Level Target to be achieved; and
- implement the plan. To the extent any plan identifies activities that the Client or its third-party vendors must carry out to allow the Service Level Target to be achieved, the Client must complete or use reasonable efforts to ensure its vendors complete those activities in accordance with such plan.
- provide to the Client a credit (“SLC Credit'') equal to the credit percentage identified in the SLC Credits table below multiplied by the Client’s fees paid to Service Provider for the Service that are attributable to such month (calculated on a straight line pro-rated basis with respect to any fees paid in advance). The SLC Credit is the Client’s sole and exclusive remedy for any failures of the Service to perform in accordance with the Agreement, which are covered by SLC Credits.
SLC Credit Table
2.3 Exclusions affecting Service Availability
Service Provider will not be responsible for a failure to meet a Service Level to the extent that the failure is caused or contributed to by any:
- Service or resource reduction directed and approved in writing by the Client despite advance written notice from Service Provider that such reductions would result in that failure;
- outages or reductions in the performance of any Customer Equipment;
- errors or defects caused by any modification, revision, variation, translation or alteration of any Software that is:
- act or omission by another the Client, vendor or service provider.
- any third party not a Service Provider approved subcontractor
2.4 Remedy and Procedure
the Client’s remedy and the procedure for claiming the SLC shall apply if (1) Service Provider fails to meet the agreed availability figures referred to above and (2) the Client cumulatively complies with the following requirements:
- There must be a support ticket documenting the reported un-availability within five (5) Business Days of the end of the service interruption.
- There are no invoice amounts on the customer’s account on which the customer is in default.
- The Client must notify Service Provider at least by email within five (5) Business Days by opening a support ticket and providing the following details together:
- List the individual functional areas of the SaaS Service that were affected.
- List the date and time the Downtime occurred.
- List usernames and email addresses affected by the Downtime.
- List an estimate of the amount of actual Downtime in minutes.
- Ticket number of the documented incident.
3. Support Helpdesk
3.1 Service Scope
The Support Helpdesk provides technical support, training, and assistance on the Service. The following aspects are covered by the Support Helpdesk:
- System service interruption/outage.
- System service updates/maintenance.
- System service behaviour that is not in line with what the Customer’s users expect.
- Support regarding functionality.
The following aspects are NOT covered by the Support Helpdesk:
- Requests from third-party provider(s) of the Client or its registered users.
- Networks, devices, servers and workstations managed by the Client or its registered users.
- Requests regarding configuration and customization of SERVICE PROVIDER products and services.
3.2 Availability
Support is available on Business Days during standard business hours, 9:00 a.m. – 6:00 p.m. (Singapore Time).For clients in other regions, please contact your account manager or the support team for regional support hours.
3.3 Response Times
The Support Helpdesk Response Time is defined as the time from when the customer enters the request into the Service Provider ticketing system or from when Service Provider receives an email from the customer to the time when Service Provider replies and starts working on the request. The Response Time is calculated based on the Service Times defined under 3.2. The maximum Response Times vary depending on the severity of the incident; the priority for resolution is determined by Service Provider when evaluating the customer’s request:
