This Service Level Agreement (SLA) sets forth certain service levels, performance metrics and measurements applicable to Simpplr’s provision of Services to Customer (“Service Levels”). Services will be provided at a level conforming to or exceeding the applicable Service Levels set forth in this SLA.
1. DEFINITIONS
“Exclusions” means the exclusions set forth in Section 3 of this SLA.
“Monthly Availability Percentage” or “MAP” means the total minutes in the month (“T”) minus the Outage minutes in a month (“O”) divided by total minutes in a month expressed as a percentage, i.e.: (T-O)/T
“Outage” means a period (measured in minutes) that meets both of the following criteria: (a) Services are not available to the Internet, and (b) the unavailability is not caused by an Exclusion.
2. Availability
Simpplr makes the following “Monthly Availability Commitment” or “MAC”.
Monthly Availability Commitment: 99.9%
3. Exclusions for Availability
Simpplr is not responsible for any unavailability of the Service that is excused or outside of Simpplr’s control, including but not limited to the following examples, which would all therefore not be included as Outages in the calculation of the “Monthly Availability Percentage”.
- Failed hardware or software at Customer’s site.
- Scheduled maintenance activities, not to exceed 4 hours unless agreed upon in writing, of which Simpplr has provided at least five (5) business days prior written notice.
- Emergency maintenance/service procedures required to maintain the availability or integrity of the environment.
- Events (indirectly or directly) caused by acts, errors, or omissions of Customer or its employees, agents or contractors.
- Outage due to work performed at Customer’s request.
- “Acts of God” such as natural disasters, changes resulting from government, political, or other regulatory actions or court orders, strikes or labor disputes, acts of civil disobedience, acts of war, and other force majeure items.
- The failure of Customer to provide timely feedback and information as required for problem identification or resolution.
- Inability of Customer to access the internet and/or the Service, where inability to access is not the result of a failure by Simpplr or the Service, including, but not limited to, failures attributable to third parties outside of Simpplr’s control, including, but not limited to, network service providers, internet service providers, and telecom service providers, and their respective hardware, software, networks, and systems.
4. Response Times
Simpplr will provide support to Customer as described at https://support.simpplr.com/. Simpplr will use reasonable commercial efforts to meet the response times specified below. Response Time is calculated starting from when Simpplr acknowledges and commences working on the problem.
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service is unavailable or major functionality is not available | 4 Business Hours |
| High | Some non-major functions or features are not available | 1 Business Day |
| Medium | Some non-major features or functions are not operating in accordance with the Documentation, but workarounds are available | 3 Business Days |
| Low | Minor issues which don’t affect functionality of the Service | 5 Business Days |