Service Level Agreement (SLA) and Support Services – Terms and Conditions

1. Goals & Objectives

The purpose of this document is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by CleverGround.

The goal of this Document is to obtain mutual agreement for IT service provision between CleverGround and Customer(s).

The objectives of this Document are to:

• Provide clear reference to service ownership, accountability, roles and/or responsibilities.
• Present a clear, concise and measurable description of service provision to the customer.
• Match perceptions of expected service provision with actual service support & delivery.

2. SLA – Service Scope

The following detailed service parameters are the responsibility of the CleverGround in the ongoing support of this Document.

• Security in terms of Communication of data
• Security in terms of Storage of Data
• Security in terms of Payment Transactions
• Monthly maintenance and Performance upgrades to the system.
• Monitored chat support
• Monitored on-call support
• Remote assistance using Desktop
• Planned or Emergency On-Site Assistance (Extra cost may apply)

3. Customer Requirements

Customer responsibilities and/or requirements in support of this Document include:

• Payment for all invoices within 15 days of the invoice date.
• Reasonable availability of customer representative(s) when resolving a service-related incident or request.
• The customer is responsible for the data integrity and authenticity of the information entered into the system. All reports generated and going out of the system are customers’ responsibility

4. CleverGround Requirements

CleverGround responsibilities and/or requirements in support of this Document include:

• Meeting response times associated with service-related incidents.
• Appropriate notification to Customer for all scheduled maintenance.

5. Service Assumptions

Assumptions related to in-scope services and/or components including changes to services will be communicated and documented to all stakeholders.

6. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services, and related components.

A. Service Availability

Coverage parameters specific to the service(s) covered in this document are as follows:

• Telephone support (For India shift timing +91-96999 60745) – 8:30 A.M. to 6:30 P.M. Monday – Saturday EST (22 hours) and on Sunday 10:00 A.M. to 7:00 P.M and 9 P.M. to 6 A.M. IST including Public holidays. (Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however, there will be a backup answer phone service)
• In-app chat support (does not include WhatsApp/Email): 8:30 P.M. to 6:30 P.M. Monday – Saturday EST (22 hours) and 10:00 A.M. to 7:00 P.M and 9 P.M. to 6 A.M. IST on Sunday including Public holidays. (Chats received outside of office hours will be collected, however, no action can be guaranteed until the next working day)

B. Service Requests

In support of services outlined in this Document, CleverGround will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:

7. Incident Reporting and Response times

A. Authorized Contacts. All reports of Incidents must be made to the Provider by the Authorized Contact(s) either via web, e-mail, or telephone. The Customer may substitute Authorized Contact(s) from time to time by giving Provider prior written notice, including the relevant contact information for any new Authorized Contact. Permitted number of qualified Authorized Contacts: Basic Support

B. Required Information All Incident reports must, if applicable, include the following:

• The Customer’s Account ID which Provider shall provide to the Customer soon after the Effective Date of these Support Terms.
• A reproducible Test Case that demonstrates the specific usage that causes the Incident being reported.
• Exact wording of all related error messages.
• A full description of the Incident and expected results.
• Any special circumstances surrounding the discovery of the Incident.

Provider may share such information and other information about Incidents with its contractors, vendors and/or third-party application providers to support Provider’s provision of the Support Services described herein.

1.1 “Severity Level 1 or S1 (Critical)” means an Incident where Customer’s production use of the Service is stopped or so severely impacted that the Customer cannot reasonably continue business operations. It may result in a material and immediate interruption of Customer’s business operation that will cause a loss of Customer data and/or restrict availability to such data and/or cause significant financial impact.

1.2 “Severity Level 2 or S2 (Significant)” means an Incident where one or more important functions of the Service are unavailable with no acceptable Alternative Solution. Customer’s implementation or production use of the Service is continuing but not stopped; however, there is a serious impact on the Customer’s business operations.

1.3 “Severity Level 3 or S3 (Less Significant)” means an Incident where: (a) important Service features are unavailable but an Alternative Solution is available, or (b) less significant Service features are unavailable with no reasonable Alternative Solution; Customers experience a minor loss of business operation functionality and/or an impact on implementation resources, or (c) Customer poses questions regarding basic functionality of the Service.

1.4 “Severity Level 4 or S4 (Minimal)” means an Incident that has a minimal impact on business operations or basic functionality of the Service.

C. Severity Levels. Provider will work with Customer and will assign the appropriate severity level to all Incidents according to the Severity Level definitions. Severity Levels are assigned to allow prioritization of incoming Incidents. Provider may reclassify Incidents based on the current impact on the Service and business operations as described in the Severity Level definitions.

D. Provider’s Obligations. Provider will make available Support Services access during Normal Support Hours for the Customer to report Incidents and receive assistance. On receipt of an Incident report, Provider shall establish whether there is an Incident for which the Customer is entitled to Support Services under these Support Terms and, if so, shall:

• Confirm receipt of the Incident report and notify the Customer of the Incident case number that both parties must then use in any communications about the Incident.
• Work with Customer to set a severity level for the Incident based on the criteria set forth herein.
• Analyze the Incident and verify the existence of the problem.
• Give the Customer direction and assistance in resolving the Incident pursuant to the terms described herein.

E. Customer Support Resolution Time Guarantee

Remote assistance will be provided in-line with the above timescales depending on the priority of the support request.