Service Level Agreement

Introduction

This article describes the Service Level Agreement (SLA) between AppXite and its Partners for the AppXite Platform. It covers Platform availability guarantees, planned maintenance schedules, exclusions, service credits, and the full scope of technical support services — including entitlements, response targets, severity definitions, and responsibilities.

Definitions

• "Downtime" means any period in which an authorized and registered user of the AppXite Platform is unable to (i) access the Platform through any configured identity provider, (ii) place orders, or (iii) change the status of existing Subscriptions (for example, add or reduce the number of subscriptions for products), where the cause is attributable to AppXite and not to its Suppliers.
• "Suppliers" means the third-party suppliers of products and services that form part of the AppXite Platform, including but not limited to Microsoft and Auth0.
• "Planned Maintenance" means routine maintenance work carried out by AppXite on the Platform.
• "Business Hours" means 08:00–17:00 CET/CEST, Monday to Friday, excluding public holidays.

Platform availability and planned maintenance

Availability target

During the Subscription Term, AppXite will use commercially reasonable efforts to ensure that the Platform is available at least 99.9% of the time, and in no event less than 99%, except as set out in the Availability exclusions section. Availability is measured per calendar month using the following formula:

By way of illustration, a 99.9% availability target permits approximately 44 minutes of Downtime per calendar month, as shown below:

Planned Maintenance

AppXite schedules up to two Planned Maintenance windows per calendar month, totaling no more than four (4) hours. AppXite will use commercially reasonable efforts to minimize impact by scheduling these windows on Saturday mornings between 08:00 and 10:00 GMT+3. The availability target applies to both the Distribution Platform and the Reseller Platform(s).

Notification rules for Planned Maintenance are as follows:

• If Planned Maintenance is expected to exceed four (4) hours, AppXite will notify the Partner at least ten (10) days in advance.
• If Planned Maintenance deviates from the regular schedule in any other way, AppXite will notify the Partner at least forty-eight (48) hours in advance.
• AppXite is not required to provide advance notice for urgent fixes undertaken to mitigate legal, security, or financial risk to AppXite, the Partner, or any third party.

Availability exclusions

Downtime caused by any of the following is excluded from the availability target:

• Planned Maintenance of up to four (4) hours per calendar month.
• Issues with the Partner's own hardware, software, identity provider, or internet connection.
• Unavailability of non-core functionality, including but not limited to notifications, reporting, and user management.
• Unavailability of functionality or operations that AppXite is able to carry out manually on the Partner's behalf within a two-hour time frame.
• Negligent or intentional misuse of the Platform by the Partner.
• Issues originating in a Vendor product (for example, an offer being unavailable because of the Vendor).
• Force majeure events and other factors outside AppXite's reasonable control.

Availability service credits

Service Credits are the Partner's sole and exclusive remedy for any performance or availability issue relating to the AppXite Platform. They apply only to Platform Fees actually paid. The Partner may not unilaterally offset Platform Fees on account of any performance or availability issue.

Where a service level failure occurs in a given month, AppXite will issue the Partner a Service Credit calculated as follows:

Service Credits are applied as a credit on the next invoice issued by AppXite to the Partner. Monthly Service Credits are capped at the Monthly Platform Fee paid by the Partner for the month in which the Service Credits are claimed.

Claim procedure

Service Credits are not calculated automatically. To claim a Service Credit, the Partner must submit a request to support@appxite.com containing:

• Company details, including company name, registered address, billing contact, and phone number.
• The Platform domain name.
• Downtime details, including the date(s), time period(s), circumstances, and the actions that were prevented.

A Service Credit claim is only eligible if the Partner notified AppXite by raising a support request as soon as it became aware of the Downtime. Claims must be submitted within thirty (30) days after the end of the month to which they relate. AppXite will verify each claim; where AppXite disputes a claim, it will provide its own record of Platform availability for the relevant period.

Service Credits may be claimed only by the Seller Admin or by another person designated by the Partner in writing.

Support services

AppXite provides technical support to organizations that hold a valid right of use to the AppXite Platform. Support is available where the Partner encounters errors or is unable to make the functionality within its Subscriptions work as expected. Support is intended for Partner users who possess the baseline knowledge and technical skills required to operate the Platform and the Subscriptions they manage.

Support scope

In scope:

• General "how-to" questions about the Platform where the Knowledgebase does not provide a sufficient answer.
• Access to the AppXite Knowledgebase.
• Bug reports and service-related requests.
• Knowledgebase article recommendations.
• Product feature requests.
• General feedback, including reviews and customer input.
• Vendor escalations, where AppXite acts as the direct bill partner to the Vendor.

Out of scope:

• Requests relating to specific Vendor products or offers (including sales, licensing, and "how-to" questions), other than technical Vendor escalations.
• Questions or escalations relating to the Partner's own offers.
• Platform support for End Customers, except where AppXite acts as the direct bill partner to the Vendor.
• Sales questions or questions about specific offers in the Platform.
• Product training.

Support entitlements

• Pay-as-you-go level (or equivalent): The Partner nominates one (1) support contact with the baseline knowledge and technical skills needed to engage the AppXite support team.
• Enterprise level (or equivalent): The Partner nominates a reasonable number of support contacts, each with the baseline knowledge and technical skills needed to engage the AppXite support team.

Support tiers

Base tier — Pay-as-you-go

Premium tier — Enterprise / Distributor level

Severity levels

AppXite determines the severity level of each support case at its own discretion, taking Partner input into account. Severity is assigned using industry best practice, based on impact (how many users are affected) and urgency (how important the issue is to the business).

Support response targets

The following response targets apply when the Partner contacts AppXite for support through the channels defined in the Support tiers section above.

Ticket states and SLA clock

A ticket progresses through the following states. The SLA clock runs only while AppXite is actively working on the ticket; it is paused while AppXite is waiting for input from the Customer.

Service credits for response-time breach

On receiving notice from the Partner that a response-time commitment has been breached, AppXite will take the actions necessary to respond to the open request.

Where AppXite fails to meet the response-time commitment for three (3) or more unique cases within a calendar quarter, the Partner is eligible for a refund in respect of P1 and P2 cases, calculated as follows:

Microsoft Cloud support commitments

This section sets out additional support commitments that apply to incidents affecting Microsoft Cloud services procured through AppXite. These commitments are additional to, and do not modify, the default Platform support tiers and response targets set out above.

For P1 (Urgent) and P2 (High) incidents affecting Microsoft Cloud services procured through AppXite, technical support is available 24×7×365. P3, and P4 incidents continue to be handled during Business Hours.

Service delivery prerequisites

To be eligible for the service levels set out in this SLA, the Partner must:

• Hold an active Subscription to the AppXite Platform.
• Maintain working knowledge of Platform functionality, including the content and structure of the AppXite Knowledgebase.
• Keep up to date with functionality updates released by AppXite.

Responsibilities (RACI)

R = Responsible (performs the activity)  ·  A = Accountable (owns correct completion)  ·  C = Consulted  ·  I = Informed

Reporting

AppXite provides customer-oriented reporting showing ticket history, ticket status, and SLA performance for Enterprise tier Customers.

Customer satisfaction feedback

AppXite issues a customer satisfaction survey after each support case is resolved, giving the Partner the opportunity to rate the handling of the case and to provide written feedback. In addition, Customers may raise feedback about the service at any time with AppXite's service delivery managers, who supervise the delivery process directly. All survey responses and ad-hoc feedback are reviewed, and AppXite informs Customers of the actions taken as a result.

Changes to the service description

IT services evolve alongside changes in technology, infrastructure, software, and operating systems, and this service description is therefore subject to change during the service lifecycle. AppXite may publish an updated version of the service description at least once per year; the latest version is available on request.

New versions normally introduce updated functionality and improvements to the service. Where the Customer considers that a new version degrades the service in a specific and material respect, the Customer may object, and the parties will enter good-faith negotiations to reach a mutual agreement on the points in question.

Support service pricing

• Seller: Starter Level — Free of charge.
• Seller: Professional, Vendor, Enterprise, and Distributor Levels — Bundled with the product price.

Limitations

• Service Credits are the Partner's sole and exclusive remedy for performance or availability issues — no other compensation applies.
• Monthly Service Credits are capped at the Monthly Platform Fee for the relevant month.
• The Microsoft Cloud support Service Credit regime (Sections Availability service credits and Support response targets) does not apply to incidents originating in Microsoft services; those are governed by Microsoft's own service-level terms.
• No service levels or Service Credit commitments apply to the Base (Pay-as-you-go) support tier.
• Support for End Customers is out of scope unless AppXite acts as the direct bill partner to the Vendor.
• Product training and sales-related questions are outside the support scope for all tiers.

Summary

This article covers the full AppXite Platform SLA. AppXite guarantees 99.9% monthly uptime (minimum 99%), with up to two four-hour Planned Maintenance windows per month scheduled on Saturday mornings. Downtime caused by Partner-side issues, Vendor products, non-core functionality, or force majeure events is excluded from SLA calculations.

When a failure occurs, Partners can claim Service Credits — calculated proportionally to Downtime hours — by submitting a request to support@appxite.com within 30 days. Technical support is scoped to Platform-related issues; Vendor-specific and training requests are out of scope. The Premium support tier offers defined response targets from 30 minutes (P1) to 12 hours (P4). For Microsoft Cloud services, P1 and P2 coverage extends to 24×7×365. All support requests must be submitted through the official channels at support.appxite.com.