Support And Service Level Agreement
Last updated: September 14, 2023
1. Platform and Service Availability
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which the Atriis Platform was in the state of “Unavailable.” Monthly Uptime Percentage measurements exclude Planned Downtime (defined below).
“Other Causes” means: (a) downtime caused solely by the Subscriber’s use of the Services other than in accordance with the Agreement; (b) lack of availability or untimely response time of the Subscriber to respond to incidents that require the Subscriber’s participation for source identification and/or resolution; (c) the impairment or unavailability of minor features or functionality that do not adversely affect the end user experience or productivity, such as: cosmetic defects, or pending requests for functionality or configuration changes not included in the core Services offering.
“Unavailable” means that the platform is experiencing a Severity 1 incident as per the definitions in the table below.
1.2 Service Commitment and Exclusions
Atriis will use commercially reasonable efforts to make the Platform available with a Monthly Uptime Percentage of at least 99.25% per month, excluding Planned Downtime and Other Causes (the “Service Commitment”). The Service Commitment does not apply to any unavailability or suspension of the Platform caused by: (i) factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Atriis, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at Subscriber’s site or between Subscriber’s site and Atriis’ data centre; (ii) any actions or inactions of you or any third party; (iii) the Subscriber’s or end-user’s equipment, software, or other technology and/or third-party equipment, software or other technology (other than third-party equipment within Atriis’ direct control); (iv) any Planned Downtime.
It is hereby clarified that the Service Commitment does not apply to Beta Services (as defined in the Terms of Service).
1.3 The following constitutes ”Planned Downtime”:
1.3.1 Weekly Maintenance Window: Sunday 5:00pm to 9:00pm UTC Time;
1.3.2 Major release upgrade: up to twelve (12) times per year, the specific timings of such Planned Downtime will be advised to the Subscriber at least seven (7) Business Days prior to the release upgrade;
1.3.3 any other scheduled downtime for which the Subscriber will be notified at least (i) five (5) Business Days prior, or (ii) and 12 hours prior in any case of emergency maintenance.
“Support Level One” means first-line support and help desk services to be provided by the Subscriber in connection with the use and the operation of the Platform and includes basic support relating to Content, access, password resets, printer configurations, and break/fix instructions; Level One logs, categorises, prioritises and routes all incidents reported by Users and Business End-Users and alarms raised by monitoring tools. This includes tracking all logged tickets until successfully resolved.
“Support Level Two” means second-line support and help desk services provided by the Subscriber in connection with specific to each Subscriber including Subscriber configuration issues, and application-specific support relating to Subscriber-specific configurations and custom builds.
“Support Level Three” means generic third-line support and help desk services provided by Atriis to the Subscriber as part of the Subscriber’s subscription, to provide assistance relating to availability of the Platform, Services and Content. Tickets will be escalated from Level Two to Level Three according to documented escalation procedures.
2.2.1 Atriis provides Support Level Three to the Subscriber as part of the Subscriber’s subscription, to provide assistance relating to availability of the Platform, Services and Content. Support Level Three is available 24 hours a day, seven days a week and can be accessed by the Subscriber’s nominated and named support personnel.
2.2.2 An Atriis support person shall be available to the Subscriber’s nominated and named support personnel at all reasonable times in order to assist and/or evaluate alternative solutions to service issues on the following basis:
- Service issues may be escalated by Subscriber to Atriis Support Level Three (or Support Level Two, if applicable) after reasonable efforts and once they have not been resolved by Subscriber’s Support Level One and Support Level Two.
- The Subscriber shall train and maintain a Level One and Level Two support team, including escalated ticket resolving training.
- Such service issues will be logged via Zendesk.
- Once Atriis has received an escalation to Support Level Three, it will allocate a unique call ticket reference number and determine whether the escalation is Priority One, Two or Three.
- Atriis will measure the time to fix the escalated issue.
2.3 Roles and Responsibilities
2.3.1 The Subscriber is responsible for providing Support Level One and Support Level Two to their Users and Business End-Users.
2.3.2 Atriis, as appropriate, shall provide monthly reports to the Subscriber regarding the service issues reported. Such reports may include:
- Average resolution time for all support tickets by month, split out by severity level and market;
- Longest resolution time for support tickets by month, split by severity level and market;
- Number of open support tickets by month, split out by severity level and market;
- Number of tickets raised per month as a percentage of bookings generated in the respective month.
Error Priority and Escalation
Atriis shall provide the Support Level Three in accordance with the following Error Priority classifications, Response Time and Target Resolution Times:
|Category||Definition||Time to initial confirmation of issue||Resolution Time|
|Severity One||Inability to complete any bookings on the Platform||Within 4 hours||As soon as possible. Latest by the next business day.|
|Severity Two||Major functionality or significant performance degradation impacting the service. The issue causes a high impact to the predominant part of Subscriber’s business operations, and no reasonable workaround exists.||Within 8 hours||As soon as possible. Latest within 4 business days.|
|Severity Three||There is a partial, non-critical loss of use of the Services with a medium-to-low impact on Client’s business. However, the business continues to function. Reasonable workarounds are available.||Within 3 business days||Atriis will make all commercially reasonable efforts to provide a resolution or workaround for the incident.|