Service Level Agreement
1. Services Availability
Order Editing shall ensure that the Services Availability is 99.9% during any given month. Services Availability means the percentage of a particular month that the Order Editing app is available for access by the user. Order Editing agrees to provide the user with either continuous access to its online app. If the Services Availability of 99.9% has not been achieved during any given month, it shall not be construed as a material breach of the Agreement. In this event, Order Editing may credit the user in accordance with section 5.
2. Scheduled Maintenance
Services Availability shall not include regularly scheduled maintenance of Order Editing provided that: (a) Order Editing must provide the user with its schedule of such maintenance no less than thirty (30) days prior to such scheduled maintenance and (b) scheduled maintenance may only occur during non-peak and/or weekend hours.
3. Continuity; Disaster Recovery; Redundancy
Order Editing shall implement and maintain written business continuity and disaster recovery plan, consistent with standard practices in the industry, which shall include (to the extent applicable) data backup. Order Editing agrees to perform a test exercise of its business continuity and disaster recovery plan no less than once annually. In addition, Order Editing should be designed for redundancy so as to minimize single points of failure. Order Editing must maintain at least one standard backup server for failure for any of server(s) critical to the user.
4. Enterprise support
Users will have a dedicated customer success manager and will enjoy Enterprise support with 24/7 access to email support, mandatory response times, and mandatory updates to any issues the user may have.
| Code | Condition | First Response Time | Resolution Time |
|---|---|---|---|
| Sev1 | Issue is not letting Order Editing users access agreed-on services resulting in critical impact. | 2 Hrs | 6 Hrs |
| Sev2 | The Order Editing app is usable but is severely limited. | 3 Hrs | 10 Hrs |
| Sev3 | The Order Editing app is usable, but some features are unavailable. | 4 Hrs | 24 Hrs |
| Sev4 | The Order Editing app is usable and there is minimal business impact or a workaround has been implemented. | 8 Hrs | Subject to planning |
- Service Credits
If the Services Availability is below 99.9%, the user is entitled to receive a credit in accordance with the following schedule calculated on a calendar month basis. No credit is due unless the user issues a written request to Order Editing for such credit. Any credit due to the user shall be credited to the user in the next invoice.
| Services Availability Percentage | Credit Percentage |
|---|---|
| 99.9% or greater | No Credit |
| 98.00% to 98.99% | 10% |
| 97.00% to 97.99% | 20% |
| 96.00% to 96.99% | 30% |
| 95.01% to 95.99% | 40% |
| 95.00% or less | 50% |
