Service Level Agreement
1. Erado Service Level Commitment
1.1 Erado’s Unified Archiving Platform located at https://manage.erado.com will be available 99.9% during any calendar month (the “Service Level Commitment”). For purposes of calculating the Service Level Commitment, “availability” means that Customer may access the Management Console. Erado shall not be responsible for interruption in Customer’s access to the Services, and the Services will not be considered unavailable, where the downtime or interruption of the Services result from:
(a) routine maintenance, repair and upgrade;
(b) issues or failures with Customer’s hardware, software, communications and internet providers;
(c) issues or failures of third-party sites, applications, software, hardware or other components not supplied by Erado, or the intentional or malicious actions of third parties;
(d) Customer’s acts or omissions; or
(e) force majeure events.
1.2 If the Service Level Commitment is not met, Erado will issue Customer a credit equal to 1/30th of the monthly fee for the Service which did not meet the Service Level Commitment. Credits must be requested by Client within fifteen (15) days of the end of the month in which the Service Level Commitment was not met and the failure to meet the Service Level Commitment must be verified by Erado’s Service diagnostic monitoring tools. Credits will be credited against Customer’s next invoice.
2. Support and Maintenance Services
2.1 Erado uses tools to provide server, network, and application diagnostic monitoring of the technical infrastructure utilized to deliver the Services.
2.2 Erado will provide the level of support applicable to the Service package purchased by Customer or the applicable support policy. Customer may find support FAQ’s, video, and documentation at https://mange.erado.com.
2.3 Premium support services may be purchased by Customer as a Professional Service.
Customers must report issues experienced with the availability or performance of the Services by submitting a support case via the web at https://mange.erado.com. Support requests must include a detailed description of the error or request, including the operating conditions which gave rise to the error. The individual reporting a support incident will receive an auto-email notification to confirm receipt of a Support request, along with a case number to use for future reference.
All Level 1 issues must be reported by phone at 425-336-0485 Erado reserves the right to limit support request to a single or maximum number of Authorized Users.
2.3 Upon receiving a support request, Erado will use all commercially reasonable efforts to address and/or fix errors to the Services reported by Customer which are within the control of Erado based on the following resolution process:
Level 1 – Response Time – 15 minutes (must call by phone)
Issue impacts multiple users: Service is down, or major functionality is unavailable or materially impacted by performance issues, and no workaround is available.
Level 2 – Response Time – 4 hours
Issue impacts multiple users: important features are unavailable or degraded, or multiple users are degraded, and no sustainable workaround is available. Or The issue impacts a single user, major functionality is unavailable or materially impacted by performance issues, and no workaround is available.
Level 3 – Response Time – 4 hours during business hours or next business day
Issue impacts multiple or single users: important features are unavailable but workaround is available, Or intermittent disruption of Services,to implement a fix or workaround.
Level 4 – Response Time – One business day
Minor feature is unavailable, Or minor performance impact Or routine request (e.g. add user, password reset)
Support and maintenance shall be done, to the extent reasonably possible, during times other than Erado’s normal business hours so as to minimize any interference with or disruption. Erado’s normal maintenance windows are each morning for the following local time zones. (Eastern Time: 2:00am to 5:00am)
Erado agrees to provide Customer with 48hrs prior notice in the event that maintenance needs to be performed outside the maintenance windows or if Erado needs to suspend the Services in order to perform necessary maintenance.