Service Level Agreement
1. Introduction
This Service Level Agreement (“SLA”) describes the Maintenance and Support services provided by Ambassify (“Us” or “We”).
2. Common Provisions
End-User Support includes error correction; this is the correction of any reproducible error in the software, which causes the software to deviate materially from the specifications as contained in the standard documentation released by Us (help.ambassify.com).
3. Maintenance
- 3.1. We will continue to work on our software products to improve them. New releases that are made available will be made available automatically to End Users who have paid all of their subscription fees through our SaaS distribution model.
- 3.2. We are not responsible for data loss as a result of implementing or integrating new Releases.
4. Support: Error Correction
- 4.1. Errors are classified as follows:
- Level 1 (Critical): an error that causes the software in its production environment to be completely down.
- Level 2 (High): the error dramatically impacts the software in its production environment (e.g. significant loss of functionality or a major function is seriously degraded, incorrect or missing functionality without a workaround), or causes a test or development environment to be completely down.
- Level 3 (Medium): there is a technical or functional problem but a workaround exists. However, the issue needs to be resolved as soon as practicably possible as the workaround has a major impact on the software and is only sustainable in the short term.
- Level 4 (Low): there is a fault, but with limited impact on the use of the software, or there is an accepted workaround.
- 4.2. All errors must be logged through the communication interface provided by Us, Intercom, in accordance with our procedures. Customer must use the Dutch, French or English language when reporting errors.
- 4.3. Our commitment under Support is to use reasonable commercial endeavours to:
- respond (acknowledge receipt of the error logged, and confirm that We started to work to fix it) within the response times corresponding to the level of service purchased, and
- provide a fix to the error.
5. General provisions
- 5.1. Our duty to provide Maintenance or Support services is subject to End User complying with all of the following duties:
- The End User must have paid the applicable fee;
- The End User has to use the procedure for reporting errors as made available by Us, and give commercially reasonable assistance in analyzing and solving errors, including providing data, as may be reasonably required; and
- 5.2. We shall have no duty to provide Maintenance or Support services if:
- The End User or any third party not specifically authorized by Us has changed the software in any way whatsoever (including error-fixing); or
- the error is not fully documented during the reporting procedure; or
- the error is not reproducible;
- 5.3. Maintenance and Support Services do not include:
- the retrieval of data, or error-correction caused by poor quality of data or malfunctioning of End User’s database;
- support of interfaces or other software that are not Ambassify’s Products; and
- support of hardware or network issues.
6. Service Levels
- 6.1. There are three levels of Support: Professional, Premium and Enterprise
- 6.2. The following levels of response, targeted solution times and engagement apply.
| Detail | Level | Professional (Basic) | Premium (Basic) | Enterprise (Advanced) |
|---|---|---|---|---|
| Target Response Time | 1 | < 4 Business Hours | < 4 Business Hours | < 1 Extended Business Hours |
| 2 | < 4 Business Hours | < 4 Business Hours | < 1 Extended Business Hours | |
| 3 | 1 Business Day | 1 Business Day | < 4 Extended Business Hours | |
| 4 | 1 Business Day | 1 Business Day | < 6 Extended Business Hours | |
| Guaranteed Response Time | 1 | < 6 Business Hours | < 6 Business Hours | < 2 Extended Business Hours |
| 2 | < 6 Business Hours | < 6 Business Hours | < 2 Extended Business Hours | |
| 3 | 2 Business Day | 2 Business Day | < 6 Extended Business Hours | |
| 4 | 2 Business Day | 2 Business Day | 1 Extended Business Day | |
| Target workaround time | 1 | 1 Business Day | 1 Business Day | < 4 Extended Business Hours |
| 2 | 1 Business Day | 1 Business Day | < 4 Extended Business Hours | |
| 3 | 2 Business Day | 2 Business Day | 1 Extended Business Day | |
| 4 | 2 Business Day | 2 Business Day | 1 Extended Business Day | |
| Target fix time | 1 | As soon as reasonably possible | As soon as reasonably possible | As soon as reasonably possible, enterprise priority, special release |
| 2 | As soon as reasonably possible | As soon as reasonably possible | As soon as reasonably possible, enterprise priority, special release | |
| 3 | As soon as reasonably possible | As soon as reasonably possible | Reasonable time, enterprise priority | |
| 4 | Next Release | Next Release | Reasonable time, enterprise priority | |
| Support contact level | N/A | Support team member | Support team member | Top priority / Core team member |
| Communication Channel | N/A | Support Ticket system | Support Ticket system and Dedicated e-mail | Support Ticket system, Dedicated e-mail and Dedicated phone* |
(Business hours/days are Monday to Friday, 09.00h – 12.30h, 13.30h to 18.00h CET, excluding public holidays in Belgium).
(Extended Business hours/days are Monday to Friday, 08.00h to 22.00h CET, excluding public holidays in Belgium).
(Dedicated phone +32 460 20 14 11)
- 6.3. We do not guarantee fix times or workaround times since these depend on the result of the analysis once We started to work on the issue. However, if the issue is an error in the software, We guarantee that We will continue to work and provide a workaround or permanent fix as soon as reasonably possible.