SLA Agreement - Target Response times and fix times
- The Company guarantees an Up-Time of 99% and the WebEngage Service shall be available 24 hours a day through the web hosted solution. For this Agreement, the “Up-Time” shall mean (i) the total number of minutes during a calendar month in which the WebEngage Services are completely available and usable, excluding time spent on Scheduled Maintenance, (ii) divided by the total number of minutes during the calendar month.
- For understanding, the Response Time and Fix Time shall apply to the maintenance, for the severity level assigned during the duration of the downtime of the WebEngage Service. “Response Time” shall mean the time from the receipt of complaint/notice, within which the Company shall contact the Subscriber to discuss the complaint/issue and analyze methods to fix the same. “Fix Time” is the total elapsed time from the point where the problem is reported by the Subscriber to the Company by e-mail to the point where the (reported problem gets fixed). The Target Response Times and Fix Times for WebEngage Software are as captured in Table A and for email- services are captures in Table B below.
- In the event that the Company fails to meet its Up-Time obligations as specified, at any time during the
Term, the Subscriber shall be entitled to an extra period of free usage of the WebEngage Services at the end
of the Term, calculated in accordance with the amount of unscheduled downtime (“Free Usage
Total Uptime During Month Credit Period 90% to 99% availability 1 week 80% to 90% availability 2 weeks 70% to 80% availability 3 weeks 60% to 70% availability 4 weeks 50% to 60% availability 1-month credit 0% to 50% availability 2 months credit
Priority Codes Definition Blocker (P1) Any outages which completely stop the operation of WebEngage and make the dashboard inaccessible. Critical (P2) Any incidents that hamper the running of campaigns or journeys in their entirety Major (P3) Issues pertaining to mobile integrations and standard issues that have little to no meaningful business impact Minor (P4) Data discrepancies, Report generation requests and other isolated incidents pertaining to few users
Priority Codes First Response Time Targets Resolution Time Targets Blocker(P1) 2 hours Resolution may either be a workaround solution or permanent fix within 24 hours. If a workaround solution has been provided within 24 hours as above, permanent fix shall be provided within the next 48 hours. Critical(P2) 4 hours Resolution may either be a workaround solution or permanent fix within 48 hours. If a workaround solution has been provided within 48 hours as above, permanent fix shall be provided within the next 48 hours. Major(P3) 6 Hours Resolution should be delivered within the next 14 working days, unless both parties mutually agree to defer the fix. Minor (P4) 8 Hours Resolution should be delivered within the next 20 working days, unless both parties mutually agree to defer the fix.
Last Updated: 6th August, 2021