Service Level Agreement

The following information is regarding the Keynetix.cloud Service Level Agreement (SLA).

Infrastructure Support

Keynetix.cloud infrastructure is monitored in conjunction with our managed service provider 24/7/365. Automated systems are deployed to continually monitor the health of the platform and engineers are available to respond to service outages or degraded performance.

Application Support

Support Desk (UK) – Operating Hours: 8:30am to 5:30pm, UK time, Monday – Friday (excluding public holidays)

Support Phone: +44 1527 68888 / +1 844 666 5582

Support Email: support@keynetix.com

Support is also available via the Online Support System: http://support.keynetix.com/

Resolution Process

  • Support Ticket opened
  • Assign engineer to determine and correct the error
  • Periodic reports on the status of the correction
  • Initiate work to correct the error

Response Goals

Priority (2 hours) – Software substantially fails to perform
Standard (8 hours) – No substantial failure of the software

 

Service Availability

Keynetix, in conjunction with its infrastructure and managed service partners, will use all commercially reasonable efforts to make the Keynetix.cloud platform and associated services available with an Annual Uptime Percentage of 99.5% during each annual billing cycle (our “Service Commitment”). In the event any of the services do not meet the Service Commitment, you will be eligible to receive a Service Credit.

Maintenance

From time to time, we may apply upgrades, patches, bug fixes or other maintenance to the service. We agree to use reasonable efforts to provide you with prior notice of any scheduled Maintenance (except for emergency Maintenance) and you agree to use reasonable efforts to comply with any Maintenance requirements that we notify you about.

Monitoring

A publicly accessible Service Status webpage is maintained providing current and historic information regarding service availability and performance, and details of any service incidents, resolutions and future scheduled maintenance.

 

Service Credits

Service Credits are calculated as a percentage of the total subscription charges paid by you, in the Region affected, for the annual billing cycle in which the Service Unavailability occurred in accordance with the schedule below.

Less than 99.0% availability (20% Credit of service fee excluding apps)

“Service Unavailable” – specifically refers to an unscheduled service outage whereby the “Customer is unable to access the Service”

“Excluded Events” –  Circumstances beyond Keynetix reasonable control. In such circumstances Keynetix shall use reasonable endeavours to bring the force majeure event to a close or to find a solution by which availability can be restored despite the continuance of the force majeure event. In the event of a force majeure event, customers will be notified of the circumstances

Suspension or termination of the service arising through Customer’s breach of the Services Terms

Where the service is not available due to Customer’s own computers, systems, software, data and/or infrastructure, internet connection; or

Where no fault can be found

Procedure

We will apply any Service Credits only against future Keyntix.cloud subscriptions otherwise due from you. At our discretion, we may issue a refund. Unless otherwise provided in writing, your sole and exclusive remedy for any unavailability, or failure by us to provide the service is the receipt of a Service Credit (if eligible) in accordance with our SLA.

To receive a Service Credit, you must submit a claim by raising a support ticket via the Keynetix support ticketing system. To be eligible, the credit request must be received within 28 days after which the incident occurred and must include:

the words “Keynetix.cloud Service Credit Request” in the subject line;

the dates and times of each Unavailability incident that you are claiming;

your request logs that document the errors and corroborate your claimed outage

If the Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then a Service Credit will be applied to your account. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.