SERVICE LEVEL AGREEMENT
WiselyWise provides an industry-leading product, and is pleased to support it with this Service Level Agreement (“SLA”). This SLA is incorporated into Customer’s Agreement with us, and made a part of it. Terms not defined in this SLA have the definitions set out in the Agreement. The remedies set out in this SLA are Customer’s sole and exclusive remedy for issues covered by the SLA. While we will not modify this SLA arbitrarily, we may do so from time-to-time. Should we make a change to this SLA, we shall notify Customer (e.g. by email or by notification in the Customer control panel). The notification will set out the effective date of any changes. It is important that Customer review the SLA completely.
WiselyWise depends on our Hosting Partner for Service Availability. Currently they provide service availability of 99.95% (“Service Availability”), calculated on a calendar month basis. The Service Availability will be calculated as follows:
[Total number of minutes Service is available in a calendar month DIVIDED BY (Total number of minutes in a calendar month LESS Excused Downtime)]
However , WiselyWise doesn’t take responsibility for this service availability as we are completely dependent on our Hosting Partner. Our responsibility is limited to co-ordinate with our hosting partner on service availability. You (“customer”) need to bring to our notice of any issues relating to service availability by using this Contact Form.
“Excused Downtime” means:
- scheduled outages or Force Majeure events;
- downtime caused by a non-standard environment, Customer machine access, Customer’s violation of the Agreement including the Acceptable Use Policy, Customer authored code or changes to the Site or Services by parties other than WiselyWise, or use that exceeds Customer’s plan capacity (e.g. visitors that exceed the limit for the Customer’s plan);
- emergency maintenance (e.g. in order to apply a patch to address a security vulnerability); and
- maintenance that is performed during the below schedule.