This Vendor Service Level Agreement ("SLA") between Vendor ("Vendor", "us", "our", or "we") and users of the Vendor Services ("Customer", or "you") governs the use of the Service under the provisions of the Terms and Conditions ("Principal Agreement").
In order to provide optimal customer service to all departments, all issues must be received by the Vendor support.
This SLA applies separately to each of your products, as defined in the Principal Agreement. This SLA does not apply to other material items. This SLA only applies to Enterprise Package Customers.
We reserve the right to change the provisions of this SLA in accordance with the Principal Agreement.
"Service(s)" means the Vendor website as measured by the Monitoring Service.
"Maintenance" means scheduled Unavailability of the Vendor Services, as announced by us prior to the Vendor Services becoming Unavailable.
"Monitoring service" - a 3rd party, independent, website monitoring service (Checkly), which monitors our website and provides website uptime information using the publicly available page.
"Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which the Vendor Services were Unavailable using the Monitoring Service. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Vendor SLA Exclusions (refer to section 6).
"Service Credit" means a credit denominated in US dollars, calculated as set forth below, that we may credit back to an eligible account.
"Unavailable" and "Unavailability" mean, the Service is not running or not reachable due to Vendor's fault.
2.1 Uptime
The Vendor will use commercially reasonable efforts to make Service available with a Monthly Uptime Percentage of at least 99.99% during any monthly billing cycle (the "Service Commitment"). Subject to the Vendor SLA Exclusions (refer to section 6), if we do not meet the Service Commitment, you will be eligible to receive a Service Credit.
A Monthly Uptime Percentage of 99.99% means that we guarantee you will experience no more than 4.38 minutes each month of Unavailability.
2.2 Channels
The Vendor will provide Customer with the following support methods:
| Channel | Days/Hours |
|---|---|
| Online Support Portal | 24 hours per day, 7 days per week |
| Email Support | 24 hours per day, 7 days per week |
All support requests via email will be responded to within 24 business hours. Business hours are from Monday to Friday, 09:00 to 17:30 GMT, excluding public bank holidays in England.
Service Credits are calculated as a percentage of the total charges due on your invoice for the monthly billing cycle in which the Unavailability occurred, applied proportionally to the Services that were Unavailable, in accordance with the schedule below:
For example, if our Service is Unavailable for 25 minutes, you would be eligible for a Service Credit of 10% of that device’s usage for the month. We will issue the Service Credit to the credit card or PayPal account you used to pay for the billing cycle in which the Unavailability occurred. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account.
Unless otherwise provided in the Principal Agreement, your sole and exclusive remedy for any Unavailability, non-performance, or other failures by us to provide Service is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
To receive a Service Credit, you must submit a claim by emailing support@grabz.it within 14 days of the downtime being detected. To be eligible, the credit request must include:
If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, we will issue a Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
The Service Commitment does not apply to any unavailability, suspension, or termination of the Service, or any other Service performance issue:
If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may, at our discretion, issue a Service Credit considering such factors.
The SLA will be updated on occasion where GrabzIt Limited sees fit. The Customers continued use of the Service, classes as an agreement to any changes made.
Last Updated: 27th of April 2021