ComplianceGO Service Level Agreement (SLA)
The client’s received service depends on IT equipment, software and services (together: ‘the System’) that are provided, maintained and supported by Vendor. Some of these items are of critical importance to the business.
This service level agreement sets out what levels of availability and support the client is guaranteed to receive. It also explains what penalties will be applied to the Vendor should it fail to meet these levels.
This SLA is written in good faith. Vendor will always do everything possible to rectify every issue in a timely manner.
However, there are exclusions. This SLA does not apply to:
- Any equipment, software, services, third party or otherwise, or any other parts of the System not listed above.
- Software, equipment or services not purchased via and managed by Vendor.
Additionally, this SLA does not apply when:
- The problem has been caused by using equipment, software or service(s) in a way that is not recommended.
- The client has made unauthorized changes to the configuration or set up of affected equipment, software or services.
- The client has prevented Vendor from performing required maintenance and update tasks.
- The issue has been caused by unsupported mobile devices, equipment, software or other services.
This SLA does not apply in circumstances that could be reasonably said to be beyond Vendor’s control. For instance: floods, war, acts of God, civil unrest and so on.
This SLA also does not apply if the client is in breach of its contract with Vendor for any reason (e.g. late payment of fees, improper use, violation of terms, etc.)
Vendor will provide and maintain the System used by the client.
Vendor will make the System available through the website.
Additionally, Vendor will:
- Ensure relevant software, services and equipment are available to the client where necessary.
- Respond to support requests within a reasonable timeframe.
- Take steps to escalate and resolve issues in an appropriate, timely manner.
- Maintain good communication with the client at all times.
The client will use Vendor-provided system as intended.
The client will be responsible for, and obtain, all consents required under any law or regulation in any jurisdiction, relating to the use of the System.
Additionally, the client will:
- Notify Vendor of issues or problems in a timely manner.
- Provide Vender with access to equipment, software and services for the purposes of maintenance, updates and fault prevention.
Maintain good communication with Vendor at all times.
In order to enable the client to business effectively, Vendor guarantees that certain items will be available for a certain percentage of time.
The System is guaranteed to have a 99.99% uptime.
Measurement and penalties
Uptime is measured over each calendar month. It is calculated to the nearest minute, based on the number of minutes in the given month (for instance, a 31-day month contains 44,640 minutes).
If uptime for any item drops below the relevant threshold, a penalty will be applied in the form of a credit for the client.
This means the following month’s fees payable by the client will be reduced on a sliding scale.
The level of penalty will be calculated depending on the number of hours for which the service was unavailable, minus the downtime permitted by the SLA:
- Uptime penalties in any month are capped at 50% of the total monthly fee.
- Uptime measurements exclude periods of routine maintenance. These periods will be announced by the Vendor in advance.
Guaranteed Response Times
When the client raises a support issue with Vendor, Vendor promises to respond in a timely fashion.
The response time measures how long it takes Vendor to respond to a support request raised via Vendor’s support system.
Vendor is deemed to have responded when it has replied to the client’s initial request. This may be in the form of an email or telephone call, to either provide a solution or request further information.
Response times are measured from the moment the client submits a support request via email, telephone, or the Vendor’s online chat support system.
Response times apply during standard working hours (9am Eastern to 5pm Pacific) only, unless the contract between the client and supplier specifically includes provisions for out of hours support.
Subject to the above limitations, Vendor promises to respond to support requests within forty-eight (48) hours.
Vendor will always endeavor to resolve problems as swiftly as possible. It recognizes that the client’s use of the System is key to its business and that any downtime can cost money.
However, Vendor is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously.
In all cases, Vendor will make its best efforts to resolve problems as quickly as possible. It will also provide frequent progress reports to the client.
For more information about our service level agreement, if you have questions, or if you would like to make a complaint, please contact us by e-mail at firstname.lastname@example.org or by mail using the details provided below:
- 365 1200 S, Orem, UT, 84058, United States