Introduction

This service level agreement (‘SLA’) describes the levels of service that the client will receive from 1339 SAS. (‘Vendor’).

This SLA should be read alongside the terms of use between the client and Vendor. Although the SLA covers key areas of the client’s provided services and support, other contracts may include areas not covered by this SLA.

Purpose

The client’s received service depends on IT equipment, software and services (together: ‘the System’) that are provided, maintained and supported by Vendor. Some of these items are of critical importance to the business.

This service level agreement sets out what levels of availability and support the client is guaranteed to receive the System.

This SLA forms an important part of the contract between the client and Vendor. It aims to enable the two parties to work together effectively.

Scope

Services covered

This SLA covers only those services provided by Vendor to the client using the SaaS solution Grytics for Communities.

This SLA contemplates only those above-named services and makes no guarantees or representations as to the provision or availability of any other service that may be provided by Vendor as an ancillary benefit to its clients.

Exclusions

This SLA is written in good faith. Vendor will always do everything possible to rectify every issue in a timely manner.

However, there are exclusions. This SLA does not apply to:

• Any equipment, software, services, third party or otherwise, or any other parts of the System not part of the Saas Solution Grytics for Workplace
• Any issues related to the Workplace from Facebook, Teams, Yammer of Facebook Groups data source : use of their APIs, missing or altered data coming from the third parties instances.
• Software, equipment or services not purchased via and managed by Vendor. Additionally, this SLA does not apply when:
  • The problem has been caused by using equipment, software or service(s) in a way that is not recommended.
  • The client has prevented Vendor from performing required maintenance and update tasks.
  • The issue has been caused by unsupported mobile devices, equipment, software or other services.
• Maintenance scheduled or unscheduled (not for more than 1 hour)

This SLA does not apply in circumstances that could be reasonably said to be beyond Vendor’s control mainly covered by Force Majeure. For instance: floods, war, acts of god, civil unrest and so on.

This SLA also does not apply if the client is in breach of its contract with Vendor for any reason (e.g. late payment of fees, improper use, violation of terms, etc.).

Responsibilities

Vendor responsibilities

Vendor will provide and maintain the System used by the client.

Vendor will make available the System through its web SaaS application.

Additionally, Vendor will:

• Ensure relevant software, services and equipment are available to the client where necessary.
• Respond to support requests within a reasonable timeframe.
• Take steps to escalate and resolve issues in an appropriate, timely manner.
• Maintain good communication with the client at all times.

Client responsibilities

The client will use Vendor-provided system as intended and will:

• Notify the client of issues or problems in a timely manner.
• Provide Vendor with access to equipment, software and services for the purposes of maintenance, updates and fault prevention.
• Maintain good communication with Vendor at all times

Guaranteed uptime

In order to enable the client to do business effectively, Vendor guarantees that certain items will be available for a certain percentage of time.

The System is aimed to have a 99.9% uptime. Uptime is measured over each calendar month. It is calculated to the nearest minute, based on the number of minutes in the given month (for instance, a 31-day month contains 44,640 minutes).

Response & Resolution times

General considerations

Vendor will always endeavor to resolve problems as swiftly as possible. It recognizes that the client’s use of the System is key to its business and that any downtime can cost money.

However, Vendor is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously.

For instance, it may be possible to resolve a fatal server issue in minutes, simply by restarting the server. But if a server fails due to disk error or a hardware fault (also classed as a fatal issue) it may take much longer to get back up and running.

In all cases, Vendor will make its best efforts to resolve problems as quickly as possible. It will also provide frequent progress reports to the client.

Premium Support SLA

Level	Definition	Response time	Resolution time
1	High Impact on Business Operations ·         System totally unavailable or critical modules are affected; or ·         disrupts the operation of the client ·         affects the majority of users	Within 4 business hours	Within 12 hours working days (excluding problems coming from any third parties infrastructure, Teams, Facebook, Workplace, Yammer)
2	Low impact on Business Operations : ·         Some modules are affected or services momentarily unavailable	Within 1 working day	Within 2 working days (excluding problems coming from any third parties infrastructure, Teams, Facebook, Workplace, Yammer)
3	General Support Question	Within 1 working day	If applicable, within 2 working days (excluding problems coming from any third parties infrastructure, Teams, Facebook, Workplace, Yammer)

Response and resolution times are based on the 1339 SAS timezone (Paris).

 

These SLAs are dated December 2019.