Service Level Agreement

 

Service Level Agreement

Last Updated: October 15, 2020

Subject to Customer paying BindHQ the monthly Service Fee set forth in the applicable SOW, the following services or actions will be provided by BindHQ:

  1. Support Services
  • For any outage, failure or problem (each an “Issue”) initially reported by Customer via telephone, or email (each, a “Service Request”) BindHQ will use commercially reasonable efforts to respond in accordance with the following response times:

 

Issue Type

Definition

Response Time

P0

The Service is down in a production environment within 8AM – 8PM ET

(Service deployed in a production environment is unusable resulting in total disruption of use or outage). This means that the BindHQ Service is compromised in a way that performance of

Customer’s service is severely impacted.

30M

 

Problem worked 24x7 until resolved or Downgraded.

Updates provided hourly.

P1

The Service is down in a production environment within 8PM – 8AM ET

(Service deployed in a production environment is unusable resulting in total disruption of use or outage). This means that the BindHQ Service is compromised in a way that performance of Customer’s service is severely impacted.

2 Hours

 

Problem worked 24x7 until resolved or Downgraded.

Updates provided hourly.

P2

A major feature or function failure, which results in the operation of the Service being severely restricted. This means that normal operation of the Customer’s service is significantly impaired, but it may not be totally inoperative.

2 Business Hours

P3

The Service will operate with limitations that are not critical to the overall operation. For example a non-essential feature may not be available. This means that the Customer’s service is basically in operation but certain features may have stopped working as documented/expected.

8 Business Hours

P4

The Service can be used with only slight inconvenience. The issue may be a simple bug.

24 Business Hours

 

In each instance, BindHQ will, after the initial response, within a timeframe mutually agreed upon by the Parties, provide Customer with an action plan for resolution of Issues. BindHQ will provide support in the form of consultations, assistance and advice concerning use of the Service and correction of the Issue. To receive after business hours support, tickets must be opened via the BindHQ Support toll free telephone number.

  

  • Telephone Support Hours

P0 - P1:       24/7

P2 – P4:      Monday through Friday 5:00 AM PST through 5:00 PM PST, except for Holidays

  • Support Contact Information. Service Outages should be reported to BindHQ reported by phone at (512) 772-5133, or email at support@bindhq.com.
  1. Service Availability
  • BindHQ will use commercially reasonable efforts to ensure the Services will be available with an uptime of at least 99%, measured monthly using the following formula:

Availability = number of 5-minute periods the Services are not available (including Service Outages) / (total 5-minute periods in the Month less the 5-minute periods of Scheduled Maintenance and/or Force Majeure Events).

  • BindHQ will make Service uptime data available to Customer in a mutually agreed format as desired.
  • Service credits will apply on a sliding scale as listed below:

Below

But Not Below

Service Credit

(as a percentage of the Service Fee set forth in the applicable SOW)

99.0%

98.5%

2%

98.4%

97.5%

5%

97.4%

96.5%

8%

96.5%

n/a

10%

  • BindHQ will notify Customer with email notification at least seventy-two (72) hours in advance of any Scheduled Maintenance. Most scheduled maintenance is performed without a Service outage.
  1. Exclusive Remedies

The provisions of this SLA state Customer’s sole and exclusive remedy for any SLA deficiencies of any kind.