This Service Level Agreement (“SLA”) forms part of the Software as a Service agreement between Customer and Foleon (“Agreement”). In the event this document is translated into any other languages, the English version shall be authoritative. Foleon encourages Customers to review the online SLA periodically.
This SLA describes the levels of Product availability and Support that Customer can expect to receive from Foleon for the duration of the Agreement.
1. Definitions - Unless otherwise defined herein, or in the Agreement between Customer and Foleon, all capitalized terms used within this (SLA) have the following meaning:
2. SLA Effective Date and Term - This SLA will be effective from the Agreement or Project Start Date and will terminate without further notice and without the right to compensation or restitution upon the expiry or termination of the Agreement or applicable Statement of Work.
3. Scope of the Service Level Agreement - This SLA applies only to the Service(s) and Professional Services described in the Agreement or applicable Statement of Work. This SLA does not apply to any software, equipment, services, or other parts of an information technology system that are not purchased from or managed by Foleon.
Foleon will rectify material issues with the Service(s), except where:
4. Responsibilities
Foleon responsibilities:
Customer responsibilities:
5. Problem Reporting: The Customer will report problems to Foleon via email or chat. The following information will be provided:
6. Availability - Uptime is calculated each month 24 hours a day 7 days a week (“Agreed Hours of Service”). Uptime is measured based on the monthly average of availability, rounded down to the nearest minute, and calculated as follows:
Uptime % = Agreed hours of Service / hours of Downtime* 100
Metrics |
Humans |
Editor |
Publication |
Publishing |
Technology, service availability/uptime |
|
99,00% |
99,70% |
N/A |
Technology, mean time to repair |
|
24hrs |
4hrs |
4hrs |
Technology, mean time between failures |
|
90 days |
270 days |
30 days |
Support, time to first response |
24 hrs |
|
|
|
7. Severity - Based on the Severity of an issue Foleon provides variating Resolution Times.
Priority |
Type of Problem |
Response Time |
Resolution Time |
1. Critical |
Highly critical alert. Service(s) is not available for use or a significant proportion of the contracted functionalities are not available. |
1 hour during business hours (CET) 3 hours outside business hours (CET) |
1 day |
2. Major/Serious |
Major/Serious alert. One or more elements of the Service(s) critical to the functioning of the Customer’s business have ceased to respond completely or respond extremely slowly. |
2 hour during business hours (CET) 6 hours outside business hours (CET) |
5 business days |
3. Non-Critical |
Non-critical alert. One or more elements of the Service(s) have ceased to respond completely or respond slowly and a workaround is available. |
24 hours |
10 business days |
4. Notification |
Notification of minor issues that does not prohibit Customer from utilizing Service(s) in any material way. |
24 hours |
Best Effort |
8. Problem Resolution - Foleon will use its best efforts to resolve each problem within the time frame listed in the "Resolution Time" column. If the problem is not resolved within this time period, the problem will be escalated as indicated in the chart. Upon each escalation, Foleon will immediately notify the Customer of the escalation and course of action taken to resolve the problem.
9. Remedies - If Foleon fails to meet the Uptime commitment Foleon will provide Service Credits
10. Service Credits - Should Uptime fall below the agreed percentage in any calendar month, Foleon will offer damages in the form of Service Credits, which are calculated as follows:
Editor Uptime |
Publication Uptime |
Service Credit (% of monthly fees) |
98.0-99.0% |
98.3-99.3% |
10% |
97.0-97.99% |
97.3-98.29% |
20% |
96.0-96.99% |
96.3-97.29% |
30% |
90.0-95.99% |
90.0-96.29% |
40% |
<90.0% |
<90.0% |
100% |
11. SaaS Solution Service Level Reporting - Foleon will monitor the Uptime of the Service(s) continuously and can on request report monthly on the service level uptimes, response times, and error correction response times. In addition, the Company may request service level reporting at any time.
https://status.foleon.com/