SERVICE LEVEL AGREEMENT (“SLA”) – CLOUD SERVICES
eCompliance is committed to providing first-rate service and support to its customers to assist resolution of any issues encountered in the use of the Cloud Services, as set forth in this SLA. Capitalized terms not defined in this SLA have the meanings given to them in the Agreement.
The remedies set forth in this SLA are Client’s sole and exclusive remedies for any failure to achieve the service levels set forth in the SLA.
“% Availability” has the meaning given to it in Section C.
“Availability” or “Available” means the time in any given calendar month during a Subscription Period that the Cloud Services is available for access by Client or any User.
“Availability Commitment” has the meaning given to it in Section C.
“Emergency Downtime” means any suspension of the Cloud Services, or Client’s access thereto, as contemplated in the Agreement, or any other such time as the Cloud Services is not Available due to a short-term emergency condition under a condition or situation which poses danger to the systems, equipment, networks, or facilities required for rendering the Cloud Services, danger to life, etc., as the case may be, and has to be attended promptly.
“Excusable Events” means any minutes during a particular time when the Cloud Services is not Available, or any Error, due to (i) maintenance, provided eCompliance has met its obligations in Section D, below; (ii) events of Force Majeure; (iii) Client, any other person or entity for whom Client is responsible (e.g. Users), or any other person or entity who is acting on behalf of Client; (iv) any other services or components not provided or maintained by eCompliance that impacts the Cloud Services; (v) any Emergency Downtime; and (vi) any Client Failure.
“Maintenance Window” means anytime, other than between the hours of 8:00am and 5:00 pm Eastern Standard Time on a Business Day, in which eCompliance plans to conduct maintenance on the Cloud Services and its systems.
“Scheduled Hours of Uptime” means 24 hours per day, 7 days per week (except for any holiday observed by the Toronto Stock Exchange or the New York Stock Exchange), less Excusable Events.
“Services Term” means the time period that the Client is permitted by eCompliance to use the Cloud Services.
eCompliance will provide Client with technical support services as follows:
ERROR SEVERITY LEVEL | TARGET RESPONSE TIME | |
Severity 1 | < One (1) hour | |
Severity 2 | < Four (4) Business Hours | |
Severity 3 | < One (1) Business Day | |
Severity 4 | TBD by eCompliance |
where target response times are measured from the time , during Support Hours, that eCompliance receives sufficiently detailed notice of the Error from Client. Note that these Severity Levels, the associated timelines and descriptions may change at eCompliance’s discretion.
eCompliance will maintain technical support by telephone and email between the hours of 9am and 5pm eastern standard time (“Support Hours”), Mon-Fri excluding Stat Holidays. Calls received outside of Telephone Support Hours will be returned during the next Business Day.
“Errors” and their severity level (as used in this Schedule) are defined as follows, but exclude any Error to the extent caused by Excusable Events:
The correction of an Error may include the provision by eCompliance of a Work-Around. A “Work-Around” means a temporary work-around, patch or bypass applied or supplied by eCompliance in order to temporarily correct an Error. Notwithstanding the availability of a Work-Around, eCompliance will continue to work to provide an applicable permanent correction as soon as is reasonably practical.
Notification of Errors; Response. EcoOnline North America maintains technical support between the hours of 9 am and 5 pm EST (“Support Hours”), Mon-Fri (excluding Statutory Holidays). Support tickets can be sent via our portal anytime https://support.ecompliance.com/hc/en-us/requests/new or by phone: 1-800-686- 1915 ext. 2. Tickets and calls received outside of Telephone Support Hours will be returned during the next Business Day.
eCompliance will use commercially reasonable efforts to provide 99% Availability for the Cloud Services (“Availability Commitment”) , but specifically excluding all Excusable Downtime.
The “% Availability” in a calendar month is calculated as follows: ((n – y) x 100)/n
“n” = the total number of minutes in a given calendar month
“y” = the total number of minutes the Service is not Available in a given calendar month
eCompliance will conduct planned maintenance and/or upgrades with respect to the Cloud Services during the Maintenance Window, unless Emergency Downtime is required or deferral of such maintenance would adversely affect the performance or security of the Cloud Services. eCompliance shall not be liable for Cloud Services non-Availability during Emergency Downtime or maintenance/upgrades during Maintenance Windows.
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