Platform Access and Service Level Agreement

Updated 1 month ago by Joost Rijlaarsdam

This Platform Access and Service Level Agreement (“SLA”), together with any Order Forms executed by Web1on1 and Customer forms part of the Agreement between the parties for the provision of the Web1on1 Platform to Customer (the “Agreement”).

  1. Users: Passwords, Access and Notification.  Customer shall authorise access to and assign unique passwords to the number of Users purchased by Customer on the Order Form (if any). User logins are for designated Users and cannot be shared or used by more than one User, but any User login may be reassigned to another User as needed. Customer will be responsible for the confidentiality and use of User’s passwords. Customer agrees to immediately notify Web1on1 if Customer becomes aware of any loss or theft or unauthorised use of any of Customer’s passwords or if a password should be disabled, such as due to the departure of an individual.
  2. Availability Objective. Web1on1 shall use commercially reasonable efforts to ensure that the Platform will be generally available 99.5% of the time, except as provided below. General availability will be calculated per calendar month, as follows:

Where:

  • Total means the total number of minutes for the month
  • Acknowledged downtime means a period of downtime that is not excluded
  • Excluded means the following:
    • Any period of unavailability lasting less than 5 minutes.
    • Issues arising from components controlled by the Customer (or its vendors, contractors or service providers) and their performance or failure to perform which impair or disrupt Customer’s connections to the Internet and the transmission of data as reasonably determined by Web1on1 after an investigation into the issue.
    • Issues arising from bugs, defects, or other problems in the software, firmware or hardware of third party sub-processors which impact access to the Platform as reasonably determined by Web1on1 after an investigation into the issue.
    • Unavailability of features or functions which would be considered a Medium or Low severity level under the table in Section 3 below.
    • For any partial calendar month during which Customer subscribes to the Platform, general availability will be calculated based on the entire calendar month, not just the portion for which Customer subscribed.  In addition, unavailability of some specific features or functions within the Platform, while others remain available, will not constitute unavailability of the Platform, so long as the unavailable features or functions are not, in the aggregate, material to the Platform as a whole.
  1. Support and Problem Management.
    An “Error” means any failure of any product to be available or otherwise perform in accordance with a Contract or any applicable specifications. Customer shall notify their dedicated Customer Success Manager or an Error and classify its request for correction (each a “Support Request”) in according with the descriptions below.

Classification

Description

Critical

Issue affecting entire system or single critical production function;System down or operating in a materially degraded state;Data integrity at risk;Widespread access interruptions.

High

Material component failure that materially impairs its performance.

Medium

Operating with minor issues that can be addressed with a workaround.

Low

Request for assistance, information, or services that are routine in nature.

Web1on1 will endeavour to respond to and to resolve all errors within the following target times based on the severity of the Error.

Severity

Target Response Time

Target resolution time

Critical

Initial response within 1 hour. Updates no less than every 2 hours until resolution.

4 hours

High

Initial response within 4 hours. Updates no less than every 6 hours until resolution.

24 hours

Medium

Initial response within 24 hours. Updates no less than every 24 hours until resolution.

72 hours

Low

Initial response within 24 hours. Updates no less than every two days until resolution.

7 days

Response and Resolution times will be measured from the time Web1on1 receives a Support Request until the respective times Web1on1 has (1) responded to such Support Request, in the case of response time, and (2) resolved such Support Request, in the case of resolution time.  Please note, there may be initial response delays for requests sent outside of normal business hours (9 am – 6 pm CEST).

Automated testing and incident management

RACI matrix for Incident Management

A Responsible, Accountable, Consulted, and Informed (RACI) diagram or RACI matrix is used to describe the roles and responsibilities of various teams or people in delivering a project or operating a process. It is especially useful in clarifying roles and responsibilities in cross-functional/departmental projects and processes. The RACI matrix for Incident Management at Web1on1 is shown in the following table.

Activity / Role

Tech Lead

(CTO)

Cloud Platform

Engineer

COO

Delivery

Team Manager

Client Support

Agent

User

Incident Logging and Categorization

A

I

I

R

R

C

Incident Assignment

A

R

R

I

I

I

Incident Investigation and Diagnosis

A

C/I

R

C/I

Incident Resolution and Recovery

A

C/I

R

C/I

Incident Review and Closure

A

C/I

R

I

I

I

Incident Escalation

R/A

R

I

SLA Monitoring

A/I

I

I

R

OLA and UC Monitoring

A/I

R

I

Complaint Handling

I

R

A

C/I


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