Service Level Agreement (SLA)
Critical
Complete loss of Verveware use or critical disruptions in key functionality.
Critical
Complete loss of Verveware use or critical disruptions in key functionality.
High
Significant loss of Verveware use or substantial disruptions in key functionality.
High
Significant loss of Verveware use or substantial disruptions in key functionality.
Medium
Degraded operations or performance of Verveware, inconvenient but not severe, with no substantial loss of functionality.
Medium
Degraded operations or performance of Verveware, inconvenient but not severe, with no substantial loss of functionality.
Low
Minor problems that do not impair Verveware functionality or cause only minor disruptions.
Low
Minor problems that do not impair Verveware functionality or cause only minor disruptions.
Introduction
Introduction
This Service Level Agreement (SLA) outlines the terms and conditions for the provision of services by Verveware (“Service Provider”) to (“Customer”) for the Software as a Service (SaaS) platform provided by the Service Provider.
This Service Level Agreement (SLA) outlines the terms and conditions for the provision of services by Verveware (“Service Provider”) to (“Customer”) for the Software as a Service (SaaS) platform provided by the Service Provider.
Scope of Services
Scope of Services
The Service Provider agrees to provide the following services to the Customer as part of this SLA:
Provision of access to the SaaS platform as described in the service specifications.
Maintenance and support of the SaaS platform, including updates, bug fixes, and technical assistance.
Regular data backups to ensure data integrity and availability.
Monitoring of system performance and availability.
Incident response and resolution as outlined in this SLA.
The Service Provider agrees to provide the following services to the Customer as part of this SLA:
Provision of access to the SaaS platform as described in the service specifications.
Maintenance and support of the SaaS platform, including updates, bug fixes, and technical assistance.
Regular data backups to ensure data integrity and availability.
Monitoring of system performance and availability.
Incident response and resolution as outlined in this SLA.
Service Availability
Service Availability
The Service Provider commits to maintaining a minimum service availability of 99% uptime on a monthly basis. Service availability is calculated using the following formula:
Service Availability = (Total Available Time (AT) – Planned Downtime (PD) – Downtime (DT)) / (Total Available Time (AT) – Planned Downtime (PD)) * 100 =
AT−PD−DT
——————— X 100
AT−PD×100
Downtime includes any period during which the SaaS platform is inaccessible or not functioning according to its specifications, excluding scheduled maintenance windows.
The Service Provider commits to maintaining a minimum service availability of 99% uptime on a monthly basis. Service availability is calculated using the following formula:
Service Availability = (Total Available Time (AT) – Planned Downtime (PD) – Downtime (DT)) / (Total Available Time (AT) – Planned Downtime (PD)) * 100 =
AT−PD−DT
——————— X 100
AT−PD×100
Downtime includes any period during which the SaaS platform is inaccessible or not functioning according to its specifications, excluding scheduled maintenance windows.
The Service Provider commits to maintaining a minimum service availability of 99% uptime on a monthly basis. Service availability is calculated using the following formula:
Service Availability = (Total Available Time (AT) – Planned Downtime (PD) – Downtime (DT)) / (Total Available Time (AT) – Planned Downtime (PD)) * 100 =
AT−PD−DT
——————— X 100
AT−PD×100
Downtime includes any period during which the SaaS platform is inaccessible or not functioning according to its specifications, excluding scheduled maintenance windows.
The Service Provider commits to maintaining a minimum service availability of 99% uptime on a monthly basis. Service availability is calculated using the following formula:
Service Availability = (Total Available Time (AT) – Planned Downtime (PD) – Downtime (DT)) / (Total Available Time (AT) – Planned Downtime (PD)) * 100 =
AT−PD−DT
——————— X 100
AT−PD×100
Downtime includes any period during which the SaaS platform is inaccessible or not functioning according to its specifications, excluding scheduled maintenance windows.
Incident Response
and Resolution
Incident Response
and Resolution
Incident Categories and Response Times:
Incident Severity – (Response Time)
Critical - (24 hrs): The Incident causes complete loss of use of the Verveware or causes critical disruptions or disturbances in the use of the Verveware (or key functionality therein).
High - (72 Hrs): The Incident causes a significant loss of use of the Verveware or causes substantial disruptions or disturbances in the use of Verveware (or key functionality therein).
Medium (120 Hrs): You are experiencing degraded operations or diminished performance of Verveware that is inconvenient but not critical or severe. There is no substantial loss of functionality in the use of Verveware.
Low: You are experiencing problems that do not impair the functionality or use of Verveware, or that cause only minor disruptions or disturbances in your use of the Verveware.
Incident Escalation:
In case an incident is not resolved within the specified response time for its severity, the incident will be escalated to the next level of support until resolution is achieved.
Incident Categories and Response Times:
Incident Severity – (Response Time)
Critical - (24 hrs): The Incident causes complete loss of use of the Verveware or causes critical disruptions or disturbances in the use of the Verveware (or key functionality therein).
High - (72 Hrs): The Incident causes a significant loss of use of the Verveware or causes substantial disruptions or disturbances in the use of Verveware (or key functionality therein).
Medium (120 Hrs): You are experiencing degraded operations or diminished performance of Verveware that is inconvenient but not critical or severe. There is no substantial loss of functionality in the use of Verveware.
Low: You are experiencing problems that do not impair the functionality or use of Verveware, or that cause only minor disruptions or disturbances in your use of the Verveware.
Incident Escalation:
In case an incident is not resolved within the specified response time for its severity, the incident will be escalated to the next level of support until resolution is achieved.
Scheduled Maintenance
Scheduled Maintenance
The Service Provider will notify the Customer in advance of any scheduled maintenance that may affect the availability of the SaaS platform. Such maintenance windows will be scheduled during off-peak hours whenever possible.
The Service Provider will notify the Customer in advance of any scheduled maintenance that may affect the availability of the SaaS platform. Such maintenance windows will be scheduled during off-peak hours whenever possible.
Data Security
and Privacy
Data Security
and Privacy
The Service Provider agrees to maintain the confidentiality and security of Customer data as outlined in the data protection and privacy policies provided to the Customer separately.
The Service Provider agrees to maintain the confidentiality and security of Customer data as outlined in the data protection and privacy policies provided to the Customer separately.
Feature Enhancements and Updates
Feature Enhancements and Updates
Provider continually works on enhancing the SaaS platform. Major feature updates and enhancements will be communicated to Customers at least 1 week before their deployment. Customers’ feedback and suggestions will be considered for future enhancements.
Provider continually works on enhancing the SaaS platform. Major feature updates and enhancements will be communicated to Customers at least 1 week before their deployment. Customers’ feedback and suggestions will be considered for future enhancements.
Termination of Service
Termination of Service
Either party has the right to terminate this agreement in accordance with the terms specified in the Master Subscription Agreement.
Either party has the right to terminate this agreement in accordance with the terms specified in the Master Subscription Agreement.
Changes to SLA
Changes to SLA
This SLA may be modified by mutual agreement between the Service Provider and the Customer. Any modifications will be documented in writing and signed by both parties.
This SLA may be modified by mutual agreement between the Service Provider and the Customer. Any modifications will be documented in writing and signed by both parties.
Governing Law
Governing Law
This SLA shall be governed by and construed in accordance with the laws of the United States.
This SLA shall be governed by and construed in accordance with the laws of the United States.
Contact Information
Contact Information
For questions or concerns regarding this SLA, please contact:
Verveware
515 N State Street
14th Floor
Chicago, IL 60654
(833)-837-8344
support@verveware.co
For questions or concerns regarding this SLA, please contact:
Verveware
515 N State Street
14th Floor
Chicago, IL 60654
(833)-837-8344
support@verveware.co