Service Level Agreement

This Service Level Agreement outlines the Support and Maintenance Services provided by Service Pack to customers who have purchased a Software Services subscription license as specified in a valid Order Form. Unless otherwise defined herein, all capitalized terms used in this agreement shall have the meanings set forth in the Agreement. 

Service Pack will offer the following Support and Maintenance Services to the Customer during the relevant Subscription Term, subject to the terms of the Agreement and the limitations stated herein. This Service Level Agreement (referred to as the “SLA”) is an integral part of Service Pack’s Service Terms and Conditions (referred to as the “Service Terms”). Any capitalized terms not defined in this SLA shall have the meanings set forth in the Service Terms.

Service Levels

Service Pack guarantees a Service Availability of 99.0% to the Customer for the Service. Additionally, Service Pack will provide email support for the Service to the Customer on an 8x5x252 basis, referred to as “Service Support.” Service Support specifically covers assistance with issues that are solely attributable to errors with the Service, meaning a failure of the Service to conform to the written specifications provided by Service Pack. 

Any support outside the scope of Service Support will be provided by Service Pack on a time and materials basis. The measurement of Service Availability will be done on a monthly basis, with equal weighting given to all hours. However, reasonable scheduled downtime for system maintenance and any downtime resulting from outages of third-party connections or utilities, or any other reason beyond Service Pack’s control (including, but not limited to, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems not involving Service Pack employees, computer or telecommunications failures, Internet service provider or hosting facility failures, or delays involving hardware, software, or power systems not within Service Pack’s possession or reasonable control, and denial of service attacks) will be excluded from the Service Availability measurement.

Error Response Times

An “Error” refers to an error in the Services that significantly degrades the Services in comparison to Service Pack’s published performance specifications. For each Error reported by the Customer, Service Pack will assign a priority level to the Error at its discretion and provide Customer with responses and status updates.

Please note that this Service Level Agreement is subject to the terms and conditions outlined in the Agreement between the Customer and Service Pack. Any discrepancies or conflicts between this SLA and the Agreement shall be resolved in favor of the Agreement.

If you have any further questions or concerns regarding this Service Level Agreement, please don’t hesitate to contact our support team to contact@servicepack.ai