This Service Level Agreement (“Agreement”) serves as the contract between the NACCOP-AEGIS, LLC (“Provider”) and its customers regarding the availability of CleryEdge software (“Service”).
The Service will be made available to customers twenty-four (24) hours a day, seven (7) days a week (“Uptime”) less Excusable Downtime. For the purposes of this Agreement, “Excusable Downtime” is defined as that period of time when the Service is not available to customers due to scheduled network, hardware or service maintenance, and/or upgrades.
Except in cases of emergency, customers shall be provided a one (1) business day advance notification of such maintenance and/or upgrade. In cases of emergency, the Provider will use its best efforts to notify customers of a planned Excusable Downtime as soon as practicable.
Maintenance or upgrades are not to exceed thirty-six (36) hours in duration in a single month and best efforts will be made to schedule maintenance outside of Monday through Friday, between the hours of 7:00 a.m. and 8:00 p.m. Central Standard Time.
Non-Excusable Downtime is when the Service is unavailable for more than forty eight (48) consecutive hours or if more than five (5) confirmed outages, each consisting of at least one (1) hour of unavailability, occurs within a thirty (30) day period.
If non-Excusable Downtime exceeds the parameters listed above, the Provider will credit customers a pro-rated percentage of their total recurring subscription fee based on the amount of the non-Excusable Downtime compared to the total uptime for the month.
Credits issued pursuant to the SLA apply to outstanding or future payments only and are forfeited upon termination of this Agreement. The Provider is not required to issue refunds or to make payments against such credits under any circumstances, including without limitation termination of this Agreement.
Availability targets are based on Provider’s cloud hosting agent’s Service Level Agreement.
Please contact us, if you have questions about this Policy. This Agreement was last modified: March 2, 2022.