This Service Level Agreement ("SLA") sets forth the commitments of Continuous Labs SpA, operating as VeriFlow.me ("Provider"), with respect to the performance and support of the Platform for the Client. This SLA is an integral part of the Master Service Agreement.
1. Definitions
- "Uptime": The percentage of time during a calendar month that the Platform is available for Client access.
- "Downtime": The total number of minutes during a calendar month that the Platform is unavailable, excluding Scheduled Maintenance and Exclusions.
- "Service Credit": A percentage credit on the Client's monthly Service Fee, to be applied to the next invoice.
- "Scheduled Maintenance": Predefined time periods during which the Provider may perform maintenance on the Platform.
- "Support Request": A request initiated by an Authorized User for technical assistance.
- "Response Time": The time elapsed from when the Client submits a Support Request until the Provider's support staff initially responds.
2. Service Commitment: The Uptime Guarantee
The Provider commits to providing 99.9% Uptime during each calendar month. Uptime will be calculated using the following formula:
If Uptime falls below 99.9% in a given month, the Client will be entitled to a Service Credit of 10% of their monthly Service Fee.
3. Measurement and Reporting
The Provider will monitor the Uptime of the Platform using its monitoring systems. Uptime reports will be available to the Client upon request.
4. Support Services and Response Time Commitments
The Provider will provide technical support to the Client in accordance with the severity levels and response times defined below. These commitments reflect the promise of robust and responsive support.
| Severity Level | Description | Target Response Time | Service Credit for Breach |
|---|---|---|---|
| P1 - Critical | The Platform is completely inaccessible; core functionality is affected for all users. | 1 Hour (24x7) | 10% of Monthly Fee |
| P2 - High | A key feature is unavailable or severely degraded; significant business impact. | 4 Business Hours | 5% of Monthly Fee |
| P3 - Medium | A minor feature is impaired or degraded; minimal business impact. | 8 Business Hours | N/A |
| P4 - Low | General inquiry or cosmetic issue. | 24 Business Hours | N/A |
5. Scheduled Maintenance and Exclusions
Scheduled Maintenance will be carried out preferably during weekends or outside of regular business hours. The Provider will notify the Client at least 48 hours in advance. Downtime will not include periods of unavailability due to: (a) Scheduled Maintenance; (b) failures of the Client's network or internet provider; (c) failures of the Client's equipment or software; or (d) Force Majeure events.
6. Service Credit Remedies
To receive a Service Credit, the Client must submit a written request within 30 days of the end of the month in which the SLA breach occurred. Service Credits are the Client's sole and exclusive remedy for any breach of this SLA.