1. Description of Services Covered
This Service and Support Level Commitment (“SLA”) covers the following service levels in relation to the Subscription Service: availability, problem response support, problem resolution support, and system performance. Definitions
- “Function/Functionality” means a material feature or functionality described in the Subscription Service Specifications.
- “Scheduled Uptime” means all hours (i.e. 24 x 7 x 365).
- “Subscription Service Availability” means the percentage of time that the Subscription Service is in service and fully available for access and data input by the Client, and is calculated as follows: for each month, the aggregate amount of actual uptime expressed as a percentage of the Scheduled Uptime (i.e. Subscription Service Availability = Actual Uptime/Scheduled Uptime). When the Subscription Service is not in service and not fully available for access and data input by the Client, the Subscription Service shall be deemed to be “Unavailable” as such term is used in the table in Section 3 below.
2. Response & Resolution Service Levels
Service Level Credits will be owed by Sofia Locks to the Client only if Sofia Locks fails to meet the service availability thresholds set forth in Section 3 below.
|Subscription Service Availability||
95,00% of uptime for Host & Managers (on a monthly basis)
99,00% of uptime for Guests (on a monthly basis)
3. Problem Response & Resolution Service Levels
Sofia Locks will respond to and resolve problems identified by the Client as set forth in the table below. In addition, once a problem has been reported, during the time period in which Sofia Locks is seeking to fix that problem, additional reportings of the same problem do not restart the time period for resolving such problem.
|Problem Severity Level||Response Time Service Level||Resolution Time Service Level|
|Level 1: A Function is unavailable and prevents to access the room or the Building for all credentials and configurations already present in the system||Sofia Locks will respond to and Sofia Locks’s senior engineers will commence efforts to fix Level 1 problems within 30 minutes after the Client reports such problem or Sofia Locks’s detection of such problem, whichever is earlier.||Sofia Locks will use commercially reasonable efforts, twenty four (24) hours per day, seven (7) days per week, to as quickly as possible resolve or provide the Client with an acceptable workaround for the applicable Level 1 problem.|
|Level 2: A Function is unavailable but does not prevent to access the room or the Building for all credentials and configurations already present in the system||Sofia Locks will respond to and will commence efforts to fix Level 2 problems no later than eight (8) business hours after the Client reports such problem or Sofia Locks’s detection of such problem, whichever is earlier.||Sofia Locks will use commercially reasonable efforts, during normal business hours, to resolve or provide Subscriber with an acceptable solution for the Level 2 problem within seven (7) business days after the Client reports such problem or Sofia Locks’s detection of such problem, whichever is earlier.|
|Level 3: A Function is impaired but does not prevent to access the room or the Building for all credentials and configurations already present in the system||Sofia Locks will respond to Level 3 problems within one hundred twenty (120) hours for Enterprise Support Subscribers, after the Client reports such problem or Sofia Locks’s detection of such problem, whichever is earlier.||Sofia Locks will resolve or provide the Client with a reasonably acceptable work around for the Level 3 problem within sixty (60) business days after the Client reports such problem or Sofia Locks’s detection of such problem, whichever is earlier. Sofia Locks will provide a permanent fix in the next Update.|
4. Service Level Credits
4.1 The table below sets forth Service Level Credits to which the Client will be entitled to. In order to be entitled to Service Level Credits, the Client must provide Sofia Locks with written notice no later than the end of the Term during which the breach occurred:
|The aggregate amount of time that the Subscription Service is Unavailable in a calendar month is more than…||OR Response Time (At least on during the month) More Than…||THEN Service Level Credit of …|
|Level 1||Level 2||Level 3|
|10% of SLA||1 hour||8 hour||72 hour||5%|
|20% of SLA||2 hours||16 hours||96 hours||10%|
|30% of SLA||4 hours||120 hours||120 hours||15%|
4.2 The Service Level Credits will be applied against the next payment due to Sofia Locks for the Subscription Services.
4.3 Sofia Locks will monitor its actual performance of the Subscription Service against these service levels. Sofia will have to notify the Client in case the SLA is not respected.
4.4 Scheduled maintenance will not be considered in the SLA computation. Sofia Locks will notify the Client about a scheduled maintenance two weeks before for ordinary maintenance and 24 hours before for extraordinary maintenance (for example, zero day security bugs).
4.5 If a single incident gives rise to a breach of multiple Service Levels, as determined by Sofia Locks in its reasonable judgment, then the Client will only be entitled to a Service Level Credit for the breach that is associated with the largest Service Level Credit.
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