SEPira(k) Service Level Agreement
1.1 Service Availability
“Service” shall mean the on-line “Software as a Service” business application known as SEPira(k) or similar or successor product, which SEPira(k) licenses to Customers.
SEPira(k) will make the Services available 99.95% of the time, excluding any Excused Downtime. In a given calendar month, we calculate “Service Availability” as follows:
1.2 Excused Downtime
“Excused Downtime” means the length of time the Services are unavailable due to:
A. Scheduled Maintenance;
B. Emergency Maintenance;
C. Beta Services
D. Force Majeure events; and
E. the actions or omissions of you, your Authorized Users, or any third-party acting on your behalf or at your direction, including any unauthorized use of the Services, breach of the Agreement or Acceptable Use Policy, or any use or configuration of the Services that exceeds SEPira(k)'s recommendations or advertised limits.
“Scheduled Maintenance” includes any maintenance performed during the following windows or for which we provide reasonable notice or coordination with you in advance of the maintenance.
“Emergency Maintenance” means any maintenance performed outside the Scheduled Maintenance windows without advance notice where such maintenance is reasonably and urgently required to protect the integrity, availability, or security of any online systems.
1.3 SLA Credits
You are entitled to a credit of 5% of the applicable monthly Fees for each full hour of downtime in excess of the Service Availability targets. (For example, you will receive a 5% credit for between 1 and 60 minutes of downtime in excess of the Service Availability targets, a 10% credit for between 61 and 120 minutes, etc.) In order to receive a credit, you must contact Support within 30 days of the event giving rise to the credit. Credits are based on our monitoring, shall not exceed 100% of the applicable monthly Fees, may not be carried over or aggregated, are forfeited at the expiration or termination of the Agreement, and will not be paid or provided as a refund.
2.1 Support consists of
A. Advice regarding the setup and configuration of SEPira(k) when used by you.
B. Facilities for bug tracking, escalation of problems for priority attention, and access to community-supported FAQs and Forums relating to SEPira(k).
C. Assistance with troubleshooting to diagnose and fix errors in SEPira(k).
D. Access to SEPira(k) documentation relating to SEPira(k), including authorization to make copies of that documentation for internal use as specified in the Agreement.
2.2 Exclusion from Support
A. Assistance in the development or debugging of your system or tools outside of SEPira(k), including other services and support tools.
B. Information and assistance on technical issues related to the installation, administration, and use of enabling external technologies such as external databases, APIs or servers.
C. Assistance with the installation and configuration of hardware including, but not limited to computers, hard disks, networks, and printers.
D. If you need custom terms to this SLA please email [email protected] with your request(s).
SEPira(k). or its authorized resellers reserve the right to subcontract any or all of the work to be performed under these Support Terms, and SEPira(k). retains responsibility for any work so subcontracted.
2.4 Your Responsibilities
You shall provide commercially reasonable cooperation and full information to SEPira(k) or its authorized resellers with respect to the furnishing of Support Services under this Agreement.
2.5 Response Times
SEPira(k) or its authorized reseller shall exercise commercially reasonable efforts to meet the response times specified below for free basic support (unless you have upgraded to a premium support level through a separate agreement), following receipt of a Support issue properly submitted by you:
*From initial contact
3. ENTERPRISE SUPPORT
Enterprise support comes with a complimentary Gold Support Package.
Additional support options can be configured through a custom support package agreement.
Including but not limited to, the following parameters may be configured:
- Incident submission procedure
- Incident response time from initial contact
- Incident evaluation procedure
- Incident escalation procedures
A custom quote can be provided by contacting your SEPira(k) Account Representative or by filling out our Enterprise form inquiry.
SEPira(k) employs SOC2 Type 2 and PCI DSS security and compliance standards. SOC2 Type 2 and PCI DSS is a set of policies, procedures, processes and systems that manage information risks, such as cyber attacks, hacks, data leaks or theft.