Service Level Agreement

Fotoware

FotoWare Service Level Agreement

Updated 1 September 2016


This Service Level Agreement ("SLA") applies to FotoWare POOL and FotoWeb as a Service ("Service" / "Services") provided your plan or Order Form specifies that you are eligible for the SLA.

Please note that the a valid Order Form may specify exceptions or additions to this SLA. In the event of a mismatch between the two documents, the Order Form takes precedence over this SLA.


Definitions

"Service Interruption" means, except for scheduled system maintenance, the period of time that a Service is either (a) not available for Customer log-in or (b) substantially not functioning. Circumstances beyond our control shall not constitute Service Interruptions.

"Standard Support" means the support provided by FotoWare's help desk technicians via email, chat, or web submitted tickets.


Service Availability

Each of the Services will be operational and available to the Customer 24 hours per day, 7 days per week at least 99.5% of the time in any calendar month, except for scheduled maintenance and upgrades.

Where reasonably possible, FotoWare shall provide at least 24 hours advance notice to Customer of scheduled maintenance in excess of 30 minutes.

If FotoWare does not meet the Service Availability SLA, Customer will be eligible to receive the Service Credits described below. This Service Availability SLA states Customer's sole and exclusive remedy for any failure by FotoWare to meet the terms of this SLA.

  1. For availability between 99.0% and 99.5% the Customer will receive 3 days of Service Credit added to the end of the Customer's Term at no charge to the customer
  2. For availability between 95.0% and 99.0% the Customer will receive 7 days of Service Credit added to the end of the Customer's Term at no charge to the customer
  3. For availability below 95% the Customer will receive 15 days of Service Credit added to the end of the Customer's Term at no charge to the customer

Customer must request Service Credit. In order to receive any of the Service Credits described above, Customer must notify FotoWare within 30 days from the time the Customer becomes eligible to receive a Service Credit via email to sales@fotoware.com. Failure to comply with this requirement will forfeit the Customer's right to receive a Service Credit.

Maximum Service Credit. The aggregate amount of Service Credits to be issued to a Customer for all downtime that occurs in a single calendar month shall not exceed 15 days of Service added to the end of Customer's Term. Service Credits may not be exchanged for, or converted to, monetary amounts.


Notification of changes

FotoWare shall provide information about major upgrades or changes to functionality that affects users at least 30 days in advance.


Customer Support

FotoWare will provide support via web tickets, chat, and email during European Business Hours (09:00 - 17:00 Paris Time) with the exception of Norwegian National Holidays.

Expected response times vary by incident severity:

  1. Level 1 - Critical

    Definition: Complete failure of a Service, including but not limited to complete inability to access or use the platform.
    Expected Response Time: 1 hour
  2. Level 2 - High

    Definition: Essential functionalities are disrupted
    Expected Response Time: 2 hours
  3. Level 3 - Medium

    Definition: Partial or limited loss of functionality
    Expected Response Time: 4 hours
  4. Level 4 - Low

    Definition: Inconvenience, but not impacting performance
    Expected Response Time: 24 hours

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