Service Level Commitment

TERMS OF SERVICE FOR SERVICEVU

 

This Service Level Agreement (“SLA”) between TSM (The Service Manager) Pty Ltd (“TSM”), and the user (“Customer”) of ServiceVu (“Services”) sets forth the service level terms of service and is an integral part of the Agreement. This SLA defines the terms of Customer’s responsibility with respect to the Services that TSM provides and Customer’s remedies in the event that ServiceVu fails to meet these Service Commitments. This SLA and the SLA Credits set forth herein represent TSM’s sole obligation and Customer’s sole remedy for failure to meet such Service Commitments. This SLA does not apply to the availability of Third Party Services (TPS) which are subject to the TPS Agreements. The SLA is binding only on the Customer and TSM and does apply to any Third Parties, including Customer End Users.

1.        Definitions. The following are definitions of capitalized words used in this Agreement:

a.        “Agreement” The Customer’s use of and access to Services is governed by the Terms of Services (“TOS”), Service Level Agreement, Privacy Agreement, Acceptable Use Policy, any other documents referenced herein (collectively, the “Agreement”).

b.        “Business Hours” means 9:00 a.m. to 6:00 p.m. (Australian Eastern Standard Time - AEST), Monday through Friday, and, notwithstanding the foregoing, does not include times during Service Maintenance.

c.         “Service Maintenance” means TSM’s maintaining of the Service including software. Service Maintenance includes, without limitation, database index rebuilding, software upgrades, and network upgrades, as applicable.

2.        Service Availability.

a.        Service Availability - General. TSM’s goal is to provide Service Availability twenty-four hours per day, seven (7) days per week (referred to as “24x7 Availability”) EXCEPT during times of Service Maintenance as set forth in Section 3d herein. However, the parties recognize that 24x7 Availability is only a GOAL, and TSM cannot represent or guarantee that such goal can be achieved. As per our CLOUD SUPPORT POLICY, response time goals cover predominantly Production Clouds and the Cloud Dashboard.

b.        Service Availability Level Goals. TSM shall use reasonable efforts to achieve the target Service Availability Goal of 99% network uptime except during scheduled Service Maintenance (“Service Commitment”). Notwithstanding the foregoing, Customer recognizes that the Internet is comprised of thousands upon thousands of autonomous systems that are beyond the control of TSM. Routing anomalies, asymmetries, inconsistencies and failures of the Internet outside of the control of TSM can and will occur, and such instances shall not be considered any failure of the 99% network uptime. Whilst Customer’s are free to monitor network uptime on their systems and other monitoring services, TSM proactively monitors network uptime and the results of these monitoring systems shall provide the sole and exclusive determination of network uptime.

c.         Response Time to Error. TSM has internal notification tools for Cloud service problems. Additionally, Customer may report problems to ServiceVu Support. Once notified ServiceVu Support will respond as per the CLOUD SUPPORT POLICY. Note that these guidelines specify the time to begin investigation of the problem, not the length of time within which such problem will be resolved.

d.        Service Maintenance.

                                  i.            The parties agree that TSM shall provide Service Maintenance, which may cause errors as defined by the CLOUD SUPPORT POLICY. TSM shall use commercially reasonable efforts to limit Service Maintenance, which causes Severity Level 1 Errors to two (2) hours per month. TSM shall notify named Customer contact by email prior to performing any Service Maintenance which TSM predicts will cause a Severity 1 Error outside of standard Service Maintenance Times.

                                ii.            The Service Availability goals exclude any time the Customer requests the Services be taken down for scheduled updates.

                               iii.            TSM shall attempt to schedule Service Maintenance during the times as specified in Table 1 – Service Maintenance Times. However, the parties agree that it may be necessary for TSM to perform Service Maintenance during times other than those specified in Table 1, and TSM reserves the right to perform Service Maintenance during times other than those specified in Table 1.

Table 1 – Service Maintenance Times

Service Maintenance Times (Day)

Service Maintenance Times (Hours)

Monday to Friday

8pm to 4am (AEST)

Saturday

12pm to 12 am (AEST)

Sunday

12pm to 12 am (AEST)

                               iv.            Disclaimer of Actions Caused by and/or Under the Control of Third Parties. TSM DOES NOT AND CANNOT CONTROL THE FLOW OF DATA TO OR FROM TSM’s NETWORK AND OTHER PORTIONS OF THE INTERNET. SUCH FLOW DEPENDS IN LARGE PART ON THE PERFORMANCE OF INTERNET SERVICES PROVIDED OR CONTROLLED BY THIRD PARTIES. AT TIMES, ACTIONS OR INACTIONS OF SUCH THIRD PARTIES CAN IMPAIR OR DISRUPT CUSTOMER’S CONNECTIONS TO THE INTERNET (OR PORTIONS THEREOF). ALTHOUGH TSM WILL USE COMMERCIALLY REASONABLE EFFORTS TO TAKE ACTIONS IT DEEMS APPROPRIATE TO REMEDY AND AVOID SUCH EVENTS, TSM CANNOT GUARANTEE THAT SUCH EVENTS WILL NOT OCCUR. ACCORDINGLY, TSM DISCLAIMS ANY AND ALL LIABILITY RESULTING FROM OR RELATED TO SUCH EVENTS.

                                 v.            Limitations. TSM cannot assume responsibility and shall not be liable for any impacts on Service Availability due to (i) any requests for non-standard environment or Customer machine access; (ii) any downtime caused by Customer produced code; or (iii) any changes to the Service by parties other than TSM. TSM will make reasonable efforts to ensure that Service changes do not affect customers.

                               vi.            TSM reserves the right to change this SLA at any time, and without notice. You can view the current SLA at https://servicevu.com/slc

e.        Financial Penalties for Service Availability Violations

                                  i.            In the event that TSM fails to meet the guarantee stated above (excluding Service Maintenance during the windows described in Section 3d and downtime caused by reasons described in Sections 3e or 3f), TSM will refund 5% of the Customer monthly service Fees for each sixty (60) minutes of network downtime experienced up to 100% of the monthly service Fee for those Services affected (“SLA Credits”).

                                ii.            All SLA claims should be communicated to support@servicevu.com within seven (7) days of the incident. The notice must include all relevant information, including Cloud name, IP address, full description of the incident, and any logs (if applicable). All SLA credits will be issued as credits against future invoices for services.

                               iii.            In order to qualify for Service Credits, Customer must be current on all payment obligations, and not be in violation of the Terms of Service, Acceptable Use Policy or any other policies and procedures of this Agreement.

                               iv.            No Service Credits will be given for service interruptions: (i) caused by the action or failure to act by Customer , (ii) due to failure of any equipment or software provided by Customer, (iii) which are the result of scheduled maintenance, (iv) due to a force majeure event, (v) for which Customer is entitled to a SLA Credit for the same or contemporaneous Service Commitment failure or (vi) resulting from Customer’s breach of the Terms of Service, Acceptable Use Policy or any other policies and procedures of this Agreement.

                                 v.            Total cumulative SLA Credits during any given month shall not exceed the Customer monthly fee for those Services affected.

3.        Service Security/Privacy

a.        Storage. ServiceVu data is stored in Azure Security Centers located within Australia.

b.        Transmission. IAN

4.        Disaster Recovery

a.        Data Retention. TSM shall make a full backup copy of each database and file system daily and retain each such daily backup copy for seven (7) days. TSM retains copies of Agent and API log files for at least sixty (60) days. TSM shall also retain copies of .log files generated by ServiceVu for seven (7) days.

b.        Redundancy. Ian

5.        Data

a.        Access. IAN

b.        Portability. IAN

CLOUD SUPPORT POLICY

Incident reports are handled via our Customer Support System. We prioritize tickets by severity, and handle issues where a site is completely unavailable before tickets where a site is slow, and those before general questions about our service or general advice.

Shown below is a guide to the ServiceVu Severity Levels. Note that the Ticket Response Goals specify the time to begin investigation of the problem, not the length of time within which such problem will be resolved:

Severity Levels

Explanation

Target Response Time

Target Permanent Fix Time

Level 1 - Emergency

ServiceVu is down, business operations severely impacted with no workaround; or a security issue.

Business Hours: 1 hour

Non-business Hours: 4 hours

1 Business Day

Level 2 - High

ServiceVu is operational but significant disruption of business operations; no stable workaround.

Business Hours: 2 hour

Non-business Hours: 8 hours

2 Business Days

Level 3 - Medium

ServiceVu issues causing moderate to low business disruption or any issue for which there is a stable workaround available.

Business Hours: 4 hour

Non-business Hours: 12 hours

5 Business Days

Level 4 - Low

ServiceVu is operational; no significant disruption of business operations; issues with little time sensitivity such as general questions

Business Hours: 8 hour

Non-business Hours: 16 hours

10 Business Days

The goal of the Customer Support Team is to provide specific support around the features and functionality of ServiceVu. Our support team may review the configuration of ServiceVu installed in an effort to diagnose problems, however, we cannot provide support third party applications or customisations. We will do our best to help any subscriber with their issues to the best of our abilities.

Managed Cloud and Private server customers receive priority support, with responses for Level 1 and Level 2 tickets occurring 24x7, irrespective of business hours. If an issue needs to be handled with priority or as an emergency after business hours, these customers should use the Ticket Escalation Form as outlined in your onboarding email. Monitored sites for these customers should trigger a Level 1 ticket automatically for site outage incidents.

Paid professional services are available for ServiceVu should you need it. These include:

·          Customisation/Scripting

·          Training

·          Report writing

·          Support of 3rd party hardware and software

·          Network connectivity

·          Software upgrades

Please contact support@servicevu.com to discuss your requirements.

For frequent service announcements regarding ServiceVu, and to subscribe to service announcements, please visit our website at www.servicevu.com

For any customer-specific communications about site issues, security issues, scalability issues, and similar, we will use the contact information we have on file for you.