Availability SLA (verson 2024.6)

1. Introduction
   1. This Schedule sets out the Provider’s availability commitments relating to the Hosted Services.
   2. In this Schedule, “uptime” means the percentage of time during a given period when the Hosted Services are available at the gateway between public internet and the network of the hosting services provider for the Hosted Services.
   3. Definitions of all terms come from the EULA
2. Availability
   1. The Provider shall use reasonable endeavours to ensure that the uptime for the Hosted Services is at least 99% during each calendar month.
   2. The Provider shall be responsible for measuring uptime, and shall do so using any reasonable methodology.
   3. The Provider shall report uptime measurements to the Customer on its status website, in respect of each calendar month.
3. Service credits
   1. In respect of each calendar month during which the Hosted Services uptime is less than the commitment specified in Paragraph 2.1, the Customer shall be entitled to earn service credits in accordance with the provisions of this Part 3.
   2. The service credits earned by the Customer shall be as follows: 5% credit of user subscription charges for each day the uptime level falls below the commitment specified in Paragraph 2.1.
   3. Upon request by the Customer, the Provider shall deduct an amount equal to the service credits due to the Customer under this Part 3 from amounts invoiced in respect of the Charges for the Hosted Services. All remaining service credits shall be deducted from each invoice issued following the reporting of the relevant failure to meet the uptime commitment, until such time as the service credits are exhausted.
   4. Service credits shall be the sole remedy of the Customer in relation to any failure by the Provider to meet the uptime guarantee in Paragraph 2.1, except where the failure amounts to a material breach of the Agreement.
   5. Upon the termination of the Agreement, the Customer’s entitlement to service credits shall immediately cease, save that service credits earned by the Customer shall be offset against any amounts invoiced by the Provider in respect of Hosted Services following such termination.
4. Exceptions
   1. Downtime caused directly or indirectly by any of the following shall not be considered when calculating whether the Provider has met the uptime guarantee given in Paragraph 2.1:
      1. a Force Majeure Event;
      2. a fault or failure of the internet or any public telecommunications network; or
      3. a fault or failure of the Provider’s hosting infrastructure services providers, unless such fault or failure constitutes an actionable breach of the contract between the Provider and that company; or
      4. a fault or failure of the Customer’s computer systems or networks; or
      5. any breach by the Customer of the Agreement; or
      6. scheduled maintenance carried out in accordance with the Agreement; or
      7. a misconfiguration made by the Customer which results in service failure.

Maintenance SLA (version 2024.6)

1. Introduction
   1. This Schedule sets out the service levels applicable to the Maintenance Services.
   2. Definitions of all terms come from the EULA
2. Scheduled Maintenance Services
   1. The Provider shall where practicable give to the Customer at least 10 Business Days’ prior written notice on our Status Page of scheduled Maintenance Services that are likely to affect the availability of the Hosted Services or are likely to have a material negative impact upon the Hosted Services, without prejudice to the Provider’s other notice obligations under this Schedule.
   2. The Provider shall provide all scheduled Maintenance Services between 22:00 and 05:00 Monday to Friday.
   3. The Provider shall apply security updates as soon as practically possible without interruption to service. In the event of a critical security update being required which may result in interruption to service, this may require less than the standard notice period to maintain the integrity and security of the platform.
3. The Provider shall apply Updates to the Platform as follows:
   1. third party security Updates shall be applied to the Platform promptly following release by the relevant third party, providing that the Provider may acting reasonably decide not to apply any particular third party security Update;
   2. the Provider’s security Updates shall be applied to the Platform promptly following the identification of the relevant security risk and the completion of the testing of the relevant Update; and
   3. other Updates shall be applied to the Platform in accordance with any timetable notified by the Provider to the Customer or agreed by the parties from time to time.

Support SLA (version 2024.6)

1. Introduction
   1. This Schedule sets out the service levels applicable to the Support Services;
   2. Definitions of all terms come from the EULA unless with the exception of
      1. Support Hours means from 05:00 UTC to 22:00 UTC Monday to Friday excluding any day which is a public holiday in the Republic of South Africa.
2. Helpdesk
   1. The Provider shall make available to the Customer a helpdesk in accordance with the provisions of this Schedule.
   2. The Customer may use the helpdesk for the purposes of requesting and, where applicable, receiving the Support Services; and the Customer must not use the helpdesk for any other purpose.
   3. The Provider shall ensure that the helpdesk is accessible by telephone, email and using the Provider’s web-based ticketing system.
   4. The Provider shall ensure that the helpdesk is operational and adequately staffed during Support Hours during the Term.
   5. The Customer shall ensure that all requests for Support Services that it may make from time to time shall be made through the helpdesk.
   6. The Customer may raise critical issues outside of the Support Hours by contacting The Provider by the published support telephone number and explaining to the operator that it is a Critical issue. The Customer understands that they must not raise non-critical issues outside of the Support Hours through this method.
3. Response and resolution
   1. Issues raised through the Support Services shall be categorised as provided in Figure (1)
   2. The Provider shall determine, acting reasonably, into which severity category an issue falls.
   3. The Provider shall use all reasonable endeavours to respond to requests for Support Services promptly, and in any case in accordance with the targets provided in Figure (1)
   4. The Provider shall ensure that its response to a request for Support Services shall include the following information (to the extent such information is relevant to the request): an acknowledgement of receipt of the request, where practicable an initial diagnosis in relation to any reported error, and an anticipated timetable for action in relation to the request.
   5. The Provider will respond to Critical issues 24 hours per day, 7 days per week.
   6. The Provider shall use all reasonable endeavours to resolve issues raised through the Support Services promptly, and in any case in accordance with the time periods provided in Figure (1)
   7. The Provider will escalate issues internally as per Figure (2).
4. Provision of Support Services
   1. The Support Services shall be provided remotely, save to the extent that the parties agree otherwise in writing.
5. Limitations on Support Services
   1. If the total hours spent by the personnel of the Provider performing the Support Services during any calendar month exceed 8 hours then:
      1. the Provider will cease to have an obligation to provide Support Services to the Customer during the remainder of that period; and
      2. the Provider may agree to provide Support Services to the Customer during the remainder of that period, but the provision of those Support Services will be subject to additional Charges.
   2. The Provider shall have no obligation to provide Support Services in respect of any issue caused by:
      1. the improper use of the Hosted Services by the Customer; or
      2. any alteration to the Hosted Services made without the prior consent of the Provider.
   3. Feature Requests and Configuration Requests are not covered by the SLA and are completed as time permits. The Provider shall have no obligation to accept Feature Requests.

Figure 1 – Severity Matrix

All times in Support Hours

Figure 2 – Escalation Matrix

All time periods are measured in Business Hours