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Service Level Agreement
Last updated: November 16, 2023
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 99.9% for the Platform.
“Uptime” means the total amount of minutes the Platform is available for access and use during a given calendar 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”):
Scheduled Downtime – EasySend will notify customers by email of scheduled Downtime at least one (1) week in advance.
Regular Maintenance – The Platform may be unavailable during standard maintenance windows of up to 5 hours occurring between the hours of Saturday 00:01 am – Sunday 23:59 pm EST, or other standard maintenance windows which EasySend may publish on the Customer Portal (defined below). EasySend will make commercially reasonable efforts not to change the standard maintenance windows more than twice per six-month period unless it has provided Customer with at least one (1) week advance notice of the change.
Negligible Downtime – Downtime which occurs for less than five minutes at a time, provided such Downtime does not repeat such that, in the aggregate, it amounts to more than thirty (30) minutes within any twelve (12) hour period.
Partial Unavailability –inability of only particular users to access or use the Platform, or Errors (defined below) which affect performance but the Platform remains operational. For EasySend’s commit to respond to and resolve such problems, please see Section 4 (Response Commitments) below.
SLA Exclusions – Downtime described or resulting from causes described in Section 7 (SLA Exclusions) below, for example, Downtime caused by customer failures, customer integration failure, third parties, force majeure, etc.
“Platform”
Platform Description. The Platform includes a dashboard to enable the creation and management of web forms and digital processes (“Processes”) which are used for the purpose of collecting and processing information, applications, registrations, or requests or otherwise interact with customers, end users, website visitors (“End Users”), and the publication and management of the eforms, including related code and scripts, produced through the Platform, on Customer’s websites, applications, or other digital platforms (“Digital Properties”). References to the “Platform” in this Agreement include, without limitation, the Platform dashboard any documentation provided or made available by EasySend (“Documentation”) and any software, code or scripts provided by or made available by EasySend or through the Platform, including for the purposes of installing or accessing the Platform or embedding Processes on Digital Properties (“Software”).
2. Customer Portal
EasySend offers a wide variety of online resources:
EasySend Support, https://support.easysend.io/. The portal is EasySend’s only channel for submitting tickets. Customers can submit either support tickets or request tickets.
Help Center, https://kb.easysend.io/. The Help Center provides users with guides, tutorials, and best practices for using EasySend.
EasySend Community, https://discord.com/invite/ekXbGRsxjH. Join the EasySend community on Discord to talk shop with fellow peers, colleagues, and Experts in rooms for feature requests, product questions, Academy help, company announcements, and more.
EasySend Academy, https://www.easysend.io/academy. Learn how to evolve forms into easy digital experiences with free video courses.
The URLs for the Customer Portal and other resources may change occasionally. Customers will be notified of such change by email (to the email provided, if any) or by notice on EasySend’s website.
3. Premium Support
Premium Support provides clients with shorter ticket response times and these additional features:
Support Emergency Hotline
Customers should submit all support tickets via the Customer Portal. For urgent matters, Premium Support customers may call the EasySend Emergency Hotline 24/7. The phone number will be shared in the SLA appendix of our MSA.
Single Incident Analysis
The EasySend team will review single incidents of failure, meaning a specific transaction failed for a specific client.
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 its platform. This involves updates to its cloud services and updated code or software for use by customers. The customer is responsible for using and implementing all updates, modifications, enhancements, new code, scripts or software provided by EasySend (“Updates”). While EasySend may notify the customer of Release Notes/Updates, EasySend is not required to send such notice.
6. Standard Service Hours
Sunday: 2 AM - 1 PM
Monday to Thursday: 2 AM - 7 PM
Friday: 9 AM - 5 PM
For Premium Support: Our dedicated hotline is available 24/7
7. Customer Obligations
Customers 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.
8. 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:
Service Provider Failure – acts, omissions or failures of third parties such as cloud hosting providers, internet service providers, or telecommunications providers or their products, services, or infrastructure. EasySend currently uses Heroku and AWS as its cloud hosting providers. However, EasySend may use other reputable service providers in the future, such as (without limitation) Microsoft Azure or Google Cloud.
Customer Failure – Downtime or Errors particular to the Customer such as Customer’s failure to provide correct credentials or Client security, Customer integration failure, firewall settings, failure of the Customer to install or use Updates, any suspension of access by EasySend (as described in the Subscription Agreement) failure of Customer to cooperate with or follow the instructions of EasySend, the combination of the Platform with any third-party product or service, use of the Platform in violation of the Subscription Agreement, failure by Customer to fulfill its obligations under the Subscription Agreement, or any abusive actions by Customer’s end users.
Reproduction Failure – Errors or unavailability which cannot be reproduced by EasySend despite following Customer’s reasonable instructions and making reasonable efforts to reproduce the problem.
EasySend 2 - ES2 processes officially announced End of Life for ES2 processes. ES team will not support any changes and/or issues after 1.1.2024 and will completely shut down ES2 servers starting 1.7.2024.
Beta Features – Errors or unavailability or inability to use or access features or functionality of the Platform which have been labeled as “beta”, “alpha”, “testing”, “preview”, or similarly designated versions.
Force Majeure – any events outside the reasonable control of EasySend, such as fire, flood, act of God, acts of government, an act or omission of civil or military authority of a state, electrical outages, network failures, strike, lockout or other labor problem, failures of subcontractors or suppliers, or by war, riot, embargo or civil disturbance, breakdown, instances of hacking into or malicious attacks on EasySend or its third party service provider, or other instances or event which might reasonably be deemed to constitute force majeure.
9. Modifications
This SLA is the version in force as of July 1st 2023. 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.
