Definitions
- Available / Availability of the Covered Service means when Company's SaaS services and systems can receive and respond to requests.
- Minimum Uptime Percentage — the minimum uptime percentage for the Covered Services is 99.9% (excluding downtime caused by 3rd-party systems like AWS or others which are beyond Enveu's scope).
Available Service Credits
| Uptime Percentage | Service Credit |
|---|---|
| > 95% but < 99% | 5% |
| > 90% but < 95% | 10% |
| < 90% | 15% |
Notification Process
- Client may check the status of the Covered Services by visiting status.enveu.com.
- Scheduled maintenance might be required to perform system checks, version upgrades, and required maintenance fixes. In most cases the system will send an auto-generated email to the Client's Admin Email (only if configured) on any such scheduled activity.
Other (Excluded Service Outages)
Excluded minutes for services pertaining to SaaS apply if the volume of API / system calls (or volume of API requests) made to the Covered Service by Client spikes more than 50% over the average volume of the previous three months for two consecutive months, AND/OR if there is a sudden spike in the number of users beyond 20% of the selected usage tier (specific to this Service Order Agreement). In such cases, Client will not be eligible for Service Credits, unless Client and Company have a prior written agreement in place for Company to accommodate such spikes in demand.
Maintenance
- Company will schedule maintenance during hours other than 8am–10pm in Client's Local Time Zone, unless the maintenance relates to a service outage. "Local Time Zone" means the time zone in the city listed for the address provided by Client in the applicable Service Order:
- North America addresses will use Mountain Time.
- EMEA addresses will use Dubai (GST) Time.
- APAC addresses will use Noida (IST) Time.
- Any service outage or impact caused by a 3rd-party-related issue which is not within the Covered Services (SaaS) is excluded.
- Any impact caused while deploying a new requirement mutually agreed between Company and Client is excluded.
- Prior notification to the Client will be provided and maintenance will be scheduled after confirmation from the Client.
SLA
Company will provide support based upon the criticality of the task/bug. Turnaround time of the task/bug will be as per the matrix below. Our SLA is defined based on the criticality of the issue, divided into 4 categories:
| Priority | Severity Definition | Response Time | Remedy Time | Final Resolution Time |
|---|---|---|---|---|
| Severity 1 (Critical) | (1) A Critical Service failure affecting more than 10% of total active users; OR (2) a Critical Service failure affecting more than 10% of total content available via the platform. | 30 minutes (24×7 support) | 4 hours | < 3 business days (web) and < 10 business days (other apps) |
| Severity 2 (High) | (1) A Critical Service failure affecting more than 5% of total active users and/or more than 5% of total content; (2) significant performance degradation of a Critical Service; OR (3) critical-visibility user-interface layout error. | 2 hours | 8 hours | < 15 calendar days |
| Severity 3 (Medium) | (1) A Critical Service failure affecting less than 5% of end users and/or content; (2) a production issue that does not impede a Critical Service but impacts more than 50% of end users and/or content; (3) minor system performance issue; OR (4) high-visibility UI layout issue. | 6 hours | 36 hours | < 30 business days |
| Severity 4 (Low) | (1) Routine technical inquiries; (2) information requests regarding application capabilities, navigation and/or installation; (3) low-visibility UI layout bugs; (4) a production issue that does not impede a Critical Service but impacts less than 50% of end users and/or content; or (5) any issue impacting less than 1% of end users and/or content. | 12 hours | 48 hours | In next release |
- Response Time — Time to respond to the issue. This includes being available to be reported an issue, testing it and acknowledging its existence.
- Remedy Time — Time to issue a first fix to rectify with a temporary fix. May include manipulating data from the backend or via another mechanism to get the backend system to work.
- Resolution Time — Time to resolve the issue permanently with a change in the codebase to ensure it works without the temporary fix.
Inclusions
In addition to the above, Company will provide:
- A Service Dashboard where system health can be monitored.
- A monthly report on the performance of the system (upon request).
Exclusions
The SLA shall not cover the following:
- Planned downtimes in non-business hours shall not be covered under this SLA. Such downtimes will be duly communicated to the Client and taken only upon formal approval. We may require planned downtimes to publish new changes/features, for which Company will seek formal approval.
- End users will be presented with a proper message notifying them of such downtime when they open the app. The Client can provide the relevant message to be shown. If any downtime happens as a result of outages in 3rd-party systems integrated with the platform, this SLA will not cover it.
Service Credits
If Enveu fails to satisfy either (or both) the Front-end Uptime commitment and/or the Back-end Uptime (Experience Manager and/or Subscriber / Monetization Manager) commitment during a calendar month, and provided Client is not in breach of the Agreement, Enveu will issue a credit in an amount equal to the following:
"SLA Credit" = Total cumulative minutes of Front-end Downtime less than the Front-end Uptime commitment (for the month) plus total cumulative minutes of Back-end Downtime less than the Back-end Uptime commitment (for the month), multiplied by the effective per-minute rate of the Platform License Fee (total amount, paid monthly) — meaning the Platform License Fee divided by the total number of minutes in the then-current Initial Term or Renewal Term.
The provision by Enveu of the SLA Credit is Client's sole and exclusive remedy for Downtime and any failure to meet the terms of this Service Level Agreement. To request an SLA Credit, Company must contact Enveu either via their Account Manager or Support Portal within 30 days after the end of the month in which the SLA Credit was earned. Recorded testing by Enveu of Experience Manager / others from an external network (non-Enveu) shall be determinative as to the existence and duration of a Downtime Event as well as the remedy thereof. Multiple Downtime Events occurring simultaneously shall be considered a single Downtime Event.
Front-end Uptime and Back-end Uptime are separate metrics. Front-end Downtime does not affect or count against Back-end Uptime, and Back-end Downtime does not affect or count against Front-end Uptime. A Downtime Event that causes both Front-end Downtime and Back-end Downtime shall be treated as Front-end Downtime only.