SLA Agreement - Target Response times and fix timesFor this SLA Agreement (“Agreement”), Webklipper Technologies Pvt. Ltd. (is hereinafter referred to as “Company” and “Service Provider”) and its clients (are hereinafter referred to as “Clients” and/or “Subscribers”).The fix times for any issues related to the WebEngage Software are as follows:
- The Company guarantees an Up-Time of 99% and the WebEngage Service shall be available 24 hours a day through the web hosted solution. For this Agreement, the “Up-Time” shall mean (i) the total number of minutes during a calendar month in which the WebEngage Services are completely available and usable, excluding time spent on Scheduled Maintenance, (ii) divided by the total number of minutes during the calendar month.
- For understanding, the Response Time and Fix Time shall apply to the maintenance, for the severity level assigned during the duration of the downtime of the WebEngage Service. “Response Time” shall mean the time from the receipt of complaint/notice, within which the Company shall contact the Subscriber to discuss the complaint/issue and analyze methods to fix the same. “Fix Time” is the total elapsed time from the point where the problem is reported by the Subscriber to the Company by e-mail to the point where the (reported problem gets fixed). The Target Response Times and Fix Times for WebEngage Software are as captured in Table A and for email- services are captures in Table B below.
- In the event that the Company fails to meet its Up-Time obligations as specified, at any time during the Term, the Subscriber shall be entitled to an extra period of free usage of the WebEngage Services at the end of the Term, calculated in accordance with the amount of unscheduled downtime (“Free Usage Period”).
The Company shall not be liable for any delay, loss of data/information or other failure of performance during the scheduled downtime. The WebEngage Service is provided "as is" and "as available" without representation or warranties of any kind. The Company makes no warranties as to the availability of uninterrupted, error free, completely secure, or virus free services as the WebEngage Services are dependent on third party service providers. The Company shall not be liable for any delay, down time, loss of data/ information or other failure of performance, if the cause or circumstances for the same is beyond the reasonable control of the Company but will use reasonable best efforts to correct any performance problem brought to its attention. The Company shall not be responsible for incidental, indirect or consequential damages arising out of or in connection with the service or materials provided hereunder.
Total Uptime During Month Credit Period 90% to 99% availability 1 week 80% to 90% availability 2 weeks 70% to 80% availability 3 weeks 60% to 70% availability 4 weeks 50% to 60% availability 1-month credit 0% to 50% availability 2 months credit
Priority Codes Definition Blocker (P1) Any outages which completely stop the operation of WebEngage and make the dashboard inaccessible. Critical (P2) Any incidents that hamper the running of campaigns or journeys in their entirety Major (P3) Issues pertaining to mobile integrations and standard issues that have little to no meaningful business impact Minor (P4) Data discrepancies, Report generation requests and other isolated incidents pertaining to few users
Priority Codes First Response Time Targets Resolution Time Targets Blocker(P1) 2 hours Resolution may either be a workaround solution or permanent fix within 24 hours. If a workaround solution has been provided within 24 hours as above, permanent fix shall be provided within the next 48 hours. Critical(P2) 4 hours Resolution may either be a workaround solution or permanent fix within 48 hours. If a workaround solution has been provided within 48 hours as above, permanent fix shall be provided within the next 48 hours. Major(P3) 6 Hours Resolution should be delivered within the next 14 working days, unless both parties mutually agree to defer the fix. Minor (P4) 8 Hours Resolution should be delivered within the next 20 working days, unless both parties mutually agree to defer the fix.
In case the listed SLAs are not met you can use this escalation matrix and loop in these folks directly in your ticket thread to address the issues. Ensure that there is a minimum gap of 24 hour between each level of escalation.
|POC||Name and Email||Designation|
|1st Level||Assigned Success Manager |
|2nd Level||Glywin Pinto |
|3rd Level||Safwan Hurzuk |
Last Updated: 2nd May, 2023