Service Level Agreement
By purchasing or using software as a service (“Active8me SaaS”) from Active8me Pte. Ltd. (UEN: 201530491Z) ((hereinafter referred to as “us, we, our” or “Active8me”), the Customer and its Authorized Users, as per the executed Order Form that references this Agreement, agree to these terms and conditions (“Active8me Service Level Terms”) with Active8me, to govern Customer’s use of the Active8me Platform and it’s services (as this term is hereinafter defined).
The Standard Service Support Plan will be provided to Customer at no additional charge for included modules and/or applications made available by Active8me. Customer can submit support cases by telephone or email. Active8me will use commercially reasonable efforts to promptly respond to each case, and will use commercially reasonable efforts to promptly resolve each case. Actual resolution time will depend on the nature of the case and the resolution. A resolution may consist of a fix, workaround or other solution in Active8me’s reasonable determination.
1.1 Submitting a case
Active8me monitors all system & platform wide services and functions 24/7, 365 days a year. Monitoring of the support helpdesk is 24/7, 365 days a year.
For Severity Levels 1 and 2 issues only, Users must call Customer Support or email Customer Support.
For Severity Levels 3 and 4, Users should email Customer Support.
Upon case submission, Users should provide their company name, contact information, case details and each case will subsequently be assigned a unique case number.
1.2 Contact Details
NOTE Active8me Support will only accept logged email support calls from the email address above, and from the Authorized Personnel and Authorized Support Email Address/es, as per Schedule A of the executed Order Form that references this Agreement.
The escalation point of contact will be Jeremy Rolleston, firstname.lastname@example.org, +65 9078 4463 preferences.
1.3 Authorized Personnel
Active8me Support will only accept logged telephone support calls from the list of Authorized Personnel, as indicated in Schedule A of the Order Form that references this Agreement.
2.0 SEVERITY LEVELS
2.1 Severity Levels
|Severity Level||Definition and Description|
|Level 1 – Business Critical||Business Critical production issue affecting the customers User base, including system unavailability and data integrity issues. Real-time availability of services which cannot be executed and potential inability to generate revenue due to services being offline are included in this.|
|Level 2 – Urgent||Key functionality is impacted and / or performance is significantly degraded. Issue is persistent and affects the customer’s user base. The problem(s) result in serious and consistent disruption to provisioned services but does not impair normal customer operations.|
|Level 3 – High||System performance issue or bug affecting some but not all of the customer’s user base. The problem causes interruptions in normal operations and minor degradation in performance.|
|Level 4 – Minor||Inquiry regarding a routine technical issue; information requested on systems capabilities, integration, enhancement requests, configuration or documentation queries; intermittent bug affecting the customers user base. The problem results in minor or no interruptions to normal operations (no business impact).|
2.2 Target Initial Response Time
For Severity Level 1 & 2, target initial response times are 24×7, 365 days a .
For Severity Level 3 & 4, target initial response times only apply to local business hours and exclude weekends and public holidays.
|Severity Level||Initial Response Time|
|Level 1 – Business Critical||2 hours|
|Level 2 – Urgent||4 hours|
|Level 3 – High||8 Business hours(please note Business Hours)|
|Level 4 – Minor||1 Business Day|
3.0 SERVICE UPTIME COMMITMENT
We may use your personal information to provide you with material, promotions and communications from time to time about services and products available to you from us, or from other service providers in partnership with us, or to invite you to continue to use our services. This information will only come from us. We will not on-sell your personal information to other providers without your consent.
3.1 Service Uptime Commitment
Active8me will use commercially reasonable efforts to make the Active8me Platform and its dependent services are available on a twenty-four hour, seven days a week basis (24×7) at a rate of 99.95%. (“Monthly Uptime Percentage”). The Monthly Uptime Percentage will commence on the date you first access our Services with a paid subscription (“Subscription Start Date”).
3.2 Measurement Method
The “Monthly Uptime Percentage” will be measured over each consecutive (12) month period ending on the anniversaty of the Commencement Date (each, a “Measurement Period”).
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which the Active8me Platform or its dependent services are “unavailable” (refer clause 3.3) excluding downtime resulting directly or indirectly caused by any of the following:
- Scheduled Service Maintenance (refer clause 3.4)
- Overall Internet congestion, slowdown, or unavailability
- Suspension or termination of our Services by Active8me pursuant to the Agreement
- Your equipment or third party telecommunications, computer hardware, software, or network infrastructure not within the sole control of Active8me
“Unavailable” is defined as real-time unavailability of services, which cannot be executed, and potential inability to generate revenue due to services being offline.
3.4 Scheduled Service Maintenance
“Scheduled Service Maintenance” means planned downtime of the Active8me Platform and dependent services availability for periodic and required maintenance events, including but not limited to, upgrades and updates to the Perx Platform & dependent services and infrastructure where Active8me provides notice to the Customer at least 24 hours in advance.
4.0 GOVERNING LAW
This Service Level Agreement is governed by and shall be construed in accordance with Singapore law. You agree to submit to the non-exclusive jurisdiction of the Singapore courts.
Copyright, last updated on 3rd February, 2019
Active8me Pte Ltd (UEN No.: 201530491Z).
All rights reserved.