Service Level Agreement
This Service Level Agreement (“SLA”) describes the levels of support and uptime which EasySend Ltd. (“EasySend”) provides to customers in respect of the use of its digital customer engagement and management platform (“Platform”). This SLA is subject to the EasySend Platform Subscription Agreement (“Subscription Agreement”) entered into with EasySend and you or the entity you represent (“Customer”).
1. Uptime Commitment
EasySend makes reasonable efforts to ensure an Uptime (defined below) of 99% for the Platform.
“Uptime” means the total amount of minutes the Platform is available for access and use during a given year, and the Uptime percentage may be calculated as follows:
(The total minutes in the measured period – Downtime (defined below)) / Total minutes in the measured period x 100.
“Downtime” means the total amount of minutes the Platform is not available for access and use during a measured period. Downtime of the Platform due to, or in the following circumstances, shall not be deemed “Downtime” for the purpose of calculating Uptime (“Permitted Downtime”):
2. Customer Portal
EasySend makes available an online customer portal and knowledge base (“Customer Portal”) at https://easysend.force.com/ . The URL for the Customer Portal may change from time to time. Customers will be notified of such change either by email (to the email provided, if any) or by notice on EasySend’s website. Customer Support tickets (defined below) may be submitted through the Customer Portal.
3. Support Emergency Hotline
Customer should submit all Support tickets via the Portal, and the customer may also contact EasySend with a notification regarding an Urgent severity incident by calling the Easysend Emergency Hotline at ______________, 24 hours a day Monday through Friday, stating the number of the reported ticket.
4. Response Commitments
“Errors” refer to errors in the functioning of the Platform or failure of the Platform to perform in accordance with then-current specifications published by EasySend, excluding the SLA Exclusions defined in Section 7 below.
Customers may report and request resolution of Errors by opening a ticket through the Customer Portal (“Support Tickets”). EasySend will make commercially reasonable efforts to respond to Support tickets for the applicable Error within the following times:
5. Version Updates
EasySend regularly updates and improves the performance of the Platform. This may involve updated code or software for use by customers. Customer is responsible for using and implementing all updates, modifications, enhancements, new code, scripts or software provided or made available by EasySend (“Updates”). While EasySend will may send Customer notice of such Release Notes / Updates. Customer is responsible for regularly visiting the Customer Portal in order receive the latest Updates.
6. Customer Obligations
Customer shall cooperate with, and follow instructions of, EasySend in order to reproduce, troubleshoot, and resolve any Errors. Such cooperation may include permitting EasySend to remotely access Customer’s computer from which the Error is identified.
7. SLA Exclusions
Errors or Downtime caused by the following shall not be deemed to be, Downtime or Errors under this SLA (collectively, “SLA Exclusions”), and EasySend shall not be liable or responsible to perform any support obligation, for any such Downtime or Errors:
This SLA is the version in force as of January 1st, 2020. It is subject to change at any time, provided that the levels of service and support do not materially decrease. EasySend will send Customer notice of the updated SLA at least four (4) weeks in advance before the changes to the SLA take effect.