Sigflow Next Generation Networks
This Service Level Agreement (this “SLA”) sets out the agreed service levels, incident response and resolution times for the Services.
1. Definitions and Interpretation
Words and phrases defined in the Reseller Agreement to which this SLA is attached (the “Agreement”) apply in this SLA together with the following:
Means accessibility of the Services by the End User Customer, measured on a calendar-yearly basis and calculated by subtracting from one hundred percent (100%) the percentage of minutes of Downtime during the year, not including Planned Maintenance.
Means the normal business hours of the party responsible for the Support Services at issue.
Means any day other than a Saturday, Sunday, bank or public holiday in the United States.
Means Services necessary for the core functionality of the Service as specified in Section 2.
Means each minute or portion thereof in which there is no access by the Reseller and End User Customer to the Services.
“End User Customer”
Means an end user customer in the Territory.
Means an operational occurrence in the Product that degrades the Availability and that is validated by Sigflow as a degradation of the Services.
Means Services not necessary for core functionality of the Services as specified in Section 2.
Means a prescheduled period of system maintenance during which there is no Availability to the Services or significant component thereof, including for upgrades, patches, version updates and infrastructure maintenance.
Means a response to an Support Request.
Means the time that it takes for the Party providing Support Services to provide its first Response.
Means the implementation of a solution that restores performance and functionality in response to an Incident, such that the Incident cannot be replicated with the expenditure of a reasonable amount of effort.
Means the time that it takes for the Party providing Support Services to provide a Restoration.
Means the services provided by Sigflow as implicated by the Agreement, including the Sigflow Reseller/End User Mobile App, Web Dashboard and Backend Cloud services.
Means any request submitted by an End User Customer for support in relation to any aspect of the Services, including of an Incident;
Means the process of providing help and assistance to an End User Customer and/or Reseller, as applicable, and comprises the Tier 1, Tier 2 and Tier 3 Support Services.
“Tier 1 Service Support”
Means liaising directly with End User Customers in answering or responding to Support Requests in relation to the Services.
“Tier 2 Service Support”
Means: (i) categorization of Incidents reported or identified in Support Requests, (ii) attempted Restoration of such Incidents, and (iii) follow-up calls to End User Customers for one-on-one assistance to solve such Incidents.
“Tier 3 Service Support”
Means support for difficult and advanced issues raised by Incidents that cannot be solved by Tier 1 and Tier 2 Support.
TIER 1 SERVICE SUPPORT AND 2 SERVICE SUPPORT
(1) Sigflow will provide and manage Tier 1 Service Support and Tier 2 Service Support through its normal and established customer-support facilities.
(2) Sigflow will use reasonable efforts to resolve Incidents that require Tier 1 Service Support and Tier 2 Service Support and will escalate Incidents to Tier 3 Service Support only when it is unable, despite such reasonable efforts, to resolve such Incidents.
(3) For all Incidents that Sigflow and End User Customer are unable to resolve through the use of Tier 1 Service Support and Tier 2 Service Support, the Reseller and/or End User Customer can request support directly from Sigflow by submitting a request https://sigflow.com/help
TIER 3 SERVICE SUPPORT
(a) For Sigflow will provide and manage Tier 3 Service Support through its normal and established customer-support facilities.
(b) Sigflow will use reasonable efforts to resolve Incidents that require Tier 3 Service Support.
2. Service Tiers
Service - Tier
Cloud Services - Critical
Account Signup and Sign-in - Critical
Data History - Critical
SMS/Email Notifications - Critical
Daily Reports - Critical
Features - Non-Critical
3. Support Commitment
(a) Sigflow provides access to the Services on a 24x7 basis at a yearly Availability of 99% (“Services Uptime Metric”).
(b) Sigflow will use reasonable efforts to provide Tier 1 Service Support and Tier 2 Service Support based on the Tier and its applicable Response Time set forth below.
(c) Sigflow will use reasonable efforts to provide Tier 3 Service Support, and support for Incidents that an End User Customer is unable to resolve through the use of Tier 1 Service Support and Tier 2 Service Support for which such End User Customer requests support directly from Sigflow by submitting a request at https://sigflow.com/help, based on the Tier and its applicable Response Time set forth below.
Response Time - Critical
Within one (1) hour of the Support Request, if the Support Request is during Business Hours;
Within twelve (12) hours of the Support Request, if the Support Request is not during Business Hours
Restoration Time - Critical
Within one (1) Business Day of the Support Request.
Response Time - Non-Critical
Within twelve (12) hours of the Support Request.
Restoration Time - Non-Critical
Within seven (7) Business Days of the Support Request.
(d) All periods of time specified in the table above will be measured by way of actual time elapsed. The Parties each agree to cooperate with one another, including by way of the exchange of information detailing Incidents and related issues that may affect Support Services.
4. Change Management
(a) The Parties will each use commercially reasonable efforts to adhere to the following procedures in respect of any periods of Planned Maintenance.
(b) Sigflow will use a continuous deployment model for updating the Services. Due to the frequency of updates in a continuous deployment model, no notice will be given. Sigflow will undertake testing both pre-implementation and post-implementation.
(c) Planned Maintenance may be necessary to enable Sigflow to carry out maintenance in relation to the Services. Sigflow will use commercially reasonable efforts to keep Planned Maintenance to a minimum and notify Reseller in advance if it is anticipated that Planned Maintenance will last longer than one (1) hour, including:
· Summary of the maintenance, upgrade and/or enhancement to be undertaken during the Planned Maintenance;
· Estimated start time and end time of the Planned Maintenance;
· The anticipated impact that the End User Customer is likely to see during and after the Planned Maintenance;
· The actions of the Reseller and/or End User Customers that are required during the Planned Maintenance, if any; and
· The geographic details of the Planned Maintenance, if any.
The Services Uptime Metric will not be affected by performance issues caused by:
(a) Sigflow and/or End User Customer equipment or third-party computer hardware, software, or network infrastructure not within the sole control of Sigflow, including:
· Unavailability of AWS hosting services;
· Unavailability of third-party cloud service integrations;
· Unavailability of third-party SMS and Email notification services;
· Unavailability of LoRa network; and
· Outdated operating systems, internet browsers, phones and tablets that are not supported.
(b) Planned Maintenance.
(a) Sigflow will create daily backups of critical (meta) data, including all data found in IoT in a Box for Customer End Users, gateways, devices, alerts, report, sensor maps, companies and locations.
(b) Sigflow will use encrypted communication from endpoints to gateway to cloud.