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đź“ś Service Level Agreement

note

The service level agreement only applies to the SaaS version of iCL Portal, which is hosted on https://icl.opti-q.com

1. General​

Opti-Q provides 99% uptime commitment for the hosted service (https://icl.opti-q.com) as well as some priority support features to its Enterprise Plan (and above) customers , who are current on their payment obligations, as further indicated in this Service Level Agreement (“Service Level Agreement” or “SLA”).

2. Access to customer services​

The Enterprise Plan includes access to customer success services to assist with the Service deployment, adoption and utilization, consulting, sharing advice and guidance related to optimizing customer’s use of the Service.

3. Support channels​

  • 3.1. All Opti-Q support channels are available on business week days between 09 and 17 o’clock Central European Time.
  • 3.2. Email support – Opti-Q support team can be contacted through the contact form available at Opti-Q website or via the support email: support@opti-q.com.
  • 3.3. Telephone support – Enterprise customers can contact Opti-Q via telephone in urgent cases, such as when an inspector in the field cannot continue to work with the app. This service is available 24 hours per day, 7 days a week, 365 days a year.
  • 3.4. Self-service knowledge base – tutorials, guides and articles on anything you need to know about the service are available on the Opti-Q documentation site (https://docs.opti-q.com)

4. Error response time​

  • 4.1. Errors should be reported by customers to Opti-Q through any of the support channels listed above. An “Error” means any incorrect functioning of the service that is reproducible, and which results in the failure of the service to operate in full compliance with the functionalities set forth in the documentation. Opti-Q shall define the severity classification of the reported error and shall respond to the error according to the response time set forth in the table below: Severity Description Response Time Critical Service Unavailability (as defined below). Immediate but within 30 minutes High Major functionality in the hosted service is impacted, or the hosted service performance is significantly degraded, or the error is persistent and affects many users. No reasonable workaround is available. Immediate but within 1 hour Medium Service performance issue or a material bug affecting some users or some functionalities. Reasonable workaround is available. Within 24 hours Low Bug or other technical issue affecting some users. Reasonable workaround is available. Within 24 hours
  • 4.2. “Response Time” means the period between the time when the error was reported in full, and the time when an initial acknowledgement was sent to the customer via email by any of Opti-Q’s personnel.
  • 4.3. For Critical Errors Opti-Q personnel shall work on a resolution 24/7 until such error is resolved, and Opti-Q shall send the customer a status report by email and/or by any other method designated for such purpose.
  • 4.4. Opti-Q must be able to reproduce the reported error in order to attempt to resolve it. The customer shall cooperate and work closely with Opti-Q personnel to reproduce the error, including conducting diagnostic or troubleshooting activities as requested and appropriate. Also, subject to the customer’s approval on a case-by-case basis, users may be asked to approve access to their user accounts, computers and/or network, for troubleshooting purposes for the Opti-Q personnel.

5. Service monthly uptime​

  • 5.1. The hosted service shall be available no less than 99% of the time, twenty-four (24) hours per day, seven (7) days per week (including holidays), measured on a calendar monthly basis, subject to section 5.2 below.
  • 5.2. “Service Unavailability” is defined as the number of minutes in a given calendar month in which the hosted service was not available to the customer, excluding the exclusions set forth in this section 5.2, as measured according to Opti-Q’s monitoring service as may be updated from time to time. “Hosted service” is defined as the Opti-Q platform and excluding without limitations: (a) the API; (b) add-ons and/or Third Party Services integrated or otherwise interfaced with the hosted service, whether developed by Opti-Q or a third party; and (c) any products or features identified as trial, pre-release, pilot, alpha, beta or similar. The following shall not be regarded as a service unavailability event:
    • 5.2.1. Force Majeure. Where the Service was unavailable due to an incident which was not within the control of Opti-Q including unavailability caused by acts of God, acts of government, insurrection, war, riot, global health emergency, disease outbreak, explosion, nuclear incident, fire, flood, earthquake, global pandemic, unavailability of telecommunications and internet service due to general unavailability of telecommunication or internet service provider’s systems or other catastrophic event beyond the reasonable control of Opti-Q.
    • 5.2.2. The Service was unavailable due to planned maintenance, provided that Opti-Q provides customer at least three (3) days’ advance notice (by posting an announcement on the by sending Customer an email) that the service shall be unavailable due to maintenance and/or upgrading.
    • 5.2.3. The service was unavailable (a) resulting from the customer’s and/or a third party’s software, network, links, products, services, widgets, apps, integrations, hardware or other equipment; (b) resulting from the customer’s or anyone on its behalf use of the service in violation or in a manner not authorized in the agreement; and/or (c) resulting from a Distributed Denial of Service (DDoS) attacks and/or other unlawful activity.

6. Changes to this SLA​

Opti-Q may modify this Service Level Agreement at any time, provided that if Opti-Q makes any changes that materially adversely decrease the level of service, then it shall notify Customer by posting an announcement on the Sites, via the Service and/or by sending Customer an email.

Last update: November 21, 2020