Terms and Conditions

This AppXite Platform Service Level Agreement (“SLA”) outlines AppXite Platform Service Levels provided by AppXite to Partner pursuant to the Partner Agreement (“Agreement”). 

Definitions

“Downtime” means the period of time in which the (i) authorized and registered AppXite platform user cannot access the Platform via all selected and configured identity providers; (ii) place orders or (iii) change the status of  existing subscriptions (e.g. add/reduce the number of subscriptions for products) in the Platform, due to circumstances caused by AppXite and not by AppXite’s Suppliers; 

“Suppliers” means the suppliers of products and services which form part of the AppXite Platform, including but not limited to Microsoft, Auth0. 

“Planned Maintenance” means the routine work carried out by AppXite at which AppXite will carry out Platform maintenance. 

SLA Target & Planned Maintenance  

Availability. During the Subscription Term, AppXite guarantees that AppXite will take commercially reasonable efforts to ensure that Platform is available 99.9% of the time, but not less than 99% except as provided below. Availability will be calculated per calendar month, as follows: 

Percentage

1.2. Support entitlement: 

• Pay as you go level support or the equivalent:  

Partner will appoint one (1) support contact person with baseline knowledge and technical skill set regarding the Platform for purposes of contacting the AppXite support team.  

• Enterprise Level Support or the equivalent:  

Partner will appoint a reasonable number of support contact persons with baseline knowledge and technical skill set* regarding the Platform for purposes of contacting AppXite support team.

Priority plans are available for customers with annual managed revenue of 50M USD and by default included as part of unlimited plans.

1.3. Communication Channel, Response Time, Definitions:  

1.3.1. Base Tier:  

No Service Credit commitments apply to the pay as you go level support.

1.3.2. Premium Tier:  

1.3.2.1. Severity of Level Definition 

AppXite will at its own discretion determine the Severity Level for support cases. Partner input will be considered when assigning the Severity Level.

1.4. Pre-requisites for service delivery

To deliver the service, the following requirements must be fulfilled:

• Partner should have active subscription to use AppXite platform.

1.5. Service Level Agreements (SLA)

The Service Level Agreement (SLA) describes the commitment between AppXite and the Partner. When the Partner reaches out to AppXite for support, the SLA determines when the Partner can expect a response. Priorities for incidents are assigned using the industry’s best practices. The priority is assigned by Impact (how many users are affected) and Urgency (how important it is to the business). Customer defines the impact of a specific incident, while the urgency is defined collectively.

1.5.1. Service Level Agreements (SLA)

1.6. Reporting

The Supplier will provide customer-oriented reporting, to show ticket history and status for enterprise tier customers.

1.7. Responsibilities

The Supplier will provide customer-oriented reporting, to show ticket history and SLA targets.

R = Responsible The party responsible for the work to achieve completion of the activity.

A = Accountable The party accountable for correct and thorough completion of the activity.

C = Consulted Resources whose opinions are sought.

I = Informed Should always be kept informed on progress of the activity.

1.8. Customer Satisfaction Feedback

E-mail for complaints / compliments

Customers may express feedback about the service. Our service delivery managers keep close supervision on the service delivery process and especially problems dealing with a service. All feedback is carefully reviewed. And of course, we would like to hear positive feedback and improvement suggestions as well.  As a follow-up we inform customers about actions being taken based on their feedback.

1.9. Changes to Service Description

IT services develop and adapt to changes in technology, infrastructure, software and operating systems. Hence the service description is candidate for changes during service lifecycle. To ensure that the service description is abreast and reflects the actual service being delivered, the Supplier may at least once a year publish a new version of the service description. Customers can get the latest version of service description per request.

Normally new versions of the specification of services will contain updated functionality and improved elements of the service. Should the Customer however regard the new version as degrading the service on specific and relevant areas, the Customer can object to the version. The Supplier and the Customer must then enter negotiations on the relevant areas and in a constructive way obtain a mutual agreement on the areas in question.

Service credits for response time breach: 

After Partner notifies AppXite regarding a breach in response time commitment, AppXite will take necessary actions to ensure a response to open requests.  

In a scenario where AppXite has failed to meet response time commitment for three (3) times for unique cases in the calendar quarter, Partner will be eligible to receive a refund for P0 and P1 Severity Level cases.    

Calculation model: If # of times when AppXite fails to meet response time exceeded 3 (three) per quarter:  

# of unique P0 requests X  (Platform fee / Number of hours in a month) X Number of Hours response time breached X 5 +  # of unique P0 requests X  (Platform fee / Number of hours in a month) X Number of Hours response time breached X 2. 

1.4. Support Service Price: 

Seller: Starter Level – Free.   

Seller: Professional Level, Vendor Level, Seller: Enterprise Level, Distributor Level – Bundled with Product Price.  

1.5. Support Knowledge Prerequisites 

Administering AppXite Platform and working with Vendor products requires a baseline knowledge: 

1. Understanding of AppXite Platform functionality. 

1. Understanding of AppXite Knowledgebase and information that can be found there. 
2. Following newly released functionality updates from AppXite.