Service Level Agreement
Effective as of January 2024
KPIs and Definitions
Service availability = 99.5%
Service Availability is calculated (in any given month) as follows: [((Total Time - Service Outage)/ Total Time) * 100]
Definitions
Service Outage means the total amount of time during which the features and functions of the Services are not available for use by Customer, excluding Excluded Outages.
Excluded Outages means inability to use the features or functions of the Services due to:
- (a) failure of or problems with public network or communications or non-Adaface components;
- (b) user error;
- (c) Customer's breach of any provision of the Agreement or non-compliance with this SLA;
- (d) non-performance or incompatibility with Adaface Services of Customer's equipment or software;
- (e) Force Majeure Events; or
- (f) Scheduled Downtime.
Scheduled Downtime means the total amount of time during which the core features and functions of the Service are not available for use due to planned system maintenance by Adaface. This is typically from 11:00 pm – 12:00 am SGT (Singapore time) weekly on Fridays. Adaface reserves the right to change this time, upon reasonable prior notice to the Customer of the change, unless maintenance is urgently required to avoid downtime.
The measurement point for Service Availability is the Adaface production data center's internet connection points. If Adaface does not achieve and maintain the KPIs as described in this SLA, then the Customer may be eligible for a Service Credit against future fees payable.
Service Credit
Service Credit entitlement is claimable as a % of the SaaS fee paid. Here's how the Service Credit is calculated:
- First month of missed KPI: 1% of the annual SaaS fee
- Second consecutive month of missed KPI: 2% of the annual SaaS fee
- Third consecutive (and following) months of missed KPI: 3% of the annual SaaS fee
Service Credits in any service year shall (if claimed) be deducted from subsequent future annual subscription invoices.
Response Time Commitments
The following SLA table outlines the commitment and expectations for incident resolution and response times based on severity levels.
| Severity Level | Response Time | Problem Resolution Time |
|---|---|---|
| A | Within 10 hours | Within 1 business day |
| B | Within 24 hours | Within 5 business days |
| C | Within 48 hours | Within 10 business days |
Severity Level Definitions
| Severity Level | Description |
|---|---|
| A | Production system is severely impacted or shut down. |
| B | Problems critical to Customer success and requiring immediate resolution. Production system functioning with limited capabilities. |
| C | Problems with acceptable workarounds or where the Services recover on their own. Errors in production system, but still materially functional. Or Malfunction in non-critical functions. |
Support Terms
Company will provide Technical Support to Customer via both chat support and electronic mail on weekdays during the hours of 9:00 am through 5:00 pm Singapore time (SGT), with the exclusion of Federal Holidays (Support Hours).
Customer may also initiate a helpdesk ticket any time by emailing ada@adaface.com. Company will use commercially reasonable efforts to respond to all Helpdesk tickets within one (1) business day.