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Service Level Agreement (SLA) between GrabzIt and GrabzIt Enterprise User

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.

1. Definitions

"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 (Uptime Robot), 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. Service Commitment

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.

3. Service Credits

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:

  • Monthly Uptime Percentage less than 99.99% but equal to or greater than 99.0%: Service Credit of 10% of the charges attributable to the affected resources.
  • Monthly Uptime Percentage less than 99.0%: Service Credit of 30% of the charges attributable to the affected resources

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.

4. Sole Remedy

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.

5. Claim Procedure

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:

  • The words “SLA Credit Request” in the subject line;
  • The dates and times of each Unavailability incident that you are claiming
  • The email address associated with the GrabzIt account; and
  • A screenshot of the status page the Monitoring Service page to verify your claimed outage at a particular point in time.

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.

6. SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension, or termination of the Service, or any other Service performance issue:

  • That results from a suspension or remedial action, as described in the Principal Agreement;
  • Caused by factors outside of our reasonable control, including any force majeure event, or problems beyond the demarcation point of the Vendor network;
  • That results from any actions or inactions of you or any third party;
  • That results from the failure of equipment, software, or other technology belonging to you or any third party (other than third party equipment within our direct control);
  • That results from failures of Service not attributable to Unavailability; or
  • That results from any scheduled Maintenance.

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.

7. Modification

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 March 2020