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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: 

3.pngPercentage

 
Example: 99.9% SLA is approximately 44 minutes within a calendar month. 
 

Days in a month 

Total Uptime (in minutes) 

Total Downtime  (in minutes) 

28 

40,280 

40 

29 

41,718 

42 

30 

43,157 

43 

31 

44,595 

45 

 Should AppXite be able to process the partner’s request on behalf of the partner (e.g. place an order, change the number of subscriptions, within 2 hours following the request being sent to support@appxite.com, failure to fulfill such actions by the Partner shall not be deemed as Downtime.  

Planned Maintenance. The platform will have two service windows per month (4 hours in total). AppXite will take its commercially reasonable efforts to minimize the risk exposure by making the service windows on Saturday mornings, 8:00 - 10:00 GMT +3. SLA target shall apply to both the Distribution Platform and Reseller Platform(s). Should the planned maintenance exceed 4 hours, AppXite will notify the partner about such maintenance 10 days in advance. AppXite will notify Partner 48 hours in advance, should the planned maintenance deviates from the regular schedule as defined above. AppXite will not notify Partner in advance should AppXite carry out urgent fixes which may cause legal, security, or financial risk to the AppXite, the Partner, or any third party.  

 

SLA Exclusions

The SLA targets will not include downtime caused by the following: 

  • Planned Maintenance which does not exceed 4 hours per one-month; 
  • Problems with Partner’s own hardware, software, Identity provider, or internet connection; 
  • Unavailability of basic functionality (including but not limited to notifications functionality, reporting, user management); 
  • Unavailability of functionality and operations which AppXite can carry out manually on behalf of partner and within the 2-hour time frame; 
  • Negligent or intentional misuse of the Platform by Partner; 
  • Any issues with a vendor Product, e.g. offer is unavailable caused by vendor; 
  • Force Majeure events and/or other factors outside of AppXite’s reasonable control. 

 

Service Credits

Service Credits are your sole and exclusive remedy for any performance or availability issues related to the AppXite Platform. Service Credits apply only to the paid Platform Fees. You shall not unilaterally offset any Platform Fees for any performance or availability issues. 

AppXite will provide Partner with a Service Credit equal to the percentage of the Platform Fees for the month in which the service level failure occurred and will be calculated according to the following formula: 

01.png

Each Service Credit will be paid by AppXite to the Partner by way of a credit on the next invoice submitted by AppXite to the Partner. The monthly Service Credits are capped at the Monthly Platform Fee paid by the Partner during the month in which Service Credits are claimed. 

Service Credit Claim. Service credits are not calculated automatically. Partner must submit a request to support@appxite.com containing the following details:  

  • Company information, including company name, registered address, billing contact, and phone number; 
  • Platform domain name; 
  • Downtime information specifying the dates, time periods of downtime, and explanation of circumstances and what actions were prevented by downtime. 

Partner is eligible for claiming service credits only if Partner has notified AppXite by submitting a request to support@appxite.com immediately after becoming aware of the downtime. 

Service Credits can be claimed within 30 days after the end of the relevant month. All Service Credit claims will be verified by AppXite. In case AppXite disputes any service credit claim, AppXite will provide the record of Platform availability for the period in question. 

Service Credits can be claimed solely by the Seller Admin, or other person designated by the Partner in writing. 

 

Support Agreement

Partner is eligible for Support during Subscription Term and in accordance with the conditions listed below, and the applicable Order Form. 

  1. Support Scope 

1.1.1. In-Scope: 

  • General Platform ‘How-to” questions if not documented sufficiently in Knowledgebase. 
  • Access to AppXite Knowledgebase. 
  • Bug reporting and service-related requests.  
  • Knowledgebase article recommendations. 
  • Product feature requests. 
  • General feedback (reviews/customer input). 
  • Vendor escalations (if AppXite acts as a direct bill partner to Vendor).  

1.1.2. Out of Scope: 

  • Support requests related to specific Vendor products/offers (including Sales, licensing, ‘How-to’ questions, or any other request which excludes vendor escalation for technical problems).  
  • Questions or escalations related to Partner’s own offers. 
  • Platform Support for End-Customers (except where AppXite acts as a direct bill partner to Vendor). 
  • Sales related questions or questions related to specific offers in the Platform.  
  • Product Training. 
 

1.2. Support entitlement: 

  • Seller: Starter 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.  

  • Seller: Professional Level Support or the equivalent:  

Partner will appoint up to three (3) support contact persons with baseline knowledge and technical skill set* regarding the Platform for purposes of contacting the AppXite support team.  

  • Seller: 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.  

  • Distributor 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.  

  • Vendor 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 AppXite support team.   

1.3. Communication Channel, Response Time, Definitions:  

1.3.1. Base Tier:  

Support Levels 

Seller: Starter Level, Seller: Professional Level, Vendor Level 

Support Hours 

8-17 CET/CEST Monday to Friday (Business Days) 

Support Channels 

Web request form at https://support.appxite.com and support widget available on Platform. Support requests via e-mail (support@appxite.com) are eligible if none of other support channels are functional.  

Support requests submitted not through identified communication channels will be returned as out of scope requests for re-submission. 

Supported Users 

Platform Support is provided to Partner organization only. Vendor escalations are eligible from Partner and End-Customers if AppXite acts as a direct bill partner to Vendor.  

Initial maximum response time 

No Service Levels apply 

Case resolution time 

No Service Levels apply 

Support language 

English  

No Service Credit commitments apply to the Seller: Starter Level Support, Seller: Professional Level Support, Vendor Level Support. 

1.3.2. Premium Tier:  

Support Levels 

Seller: Enterprise Level, Distributor Level 

Support Hours 

8-17 CET/CEST Monday to Friday (Business Days). 

Support Channels 

Web request form at https://support.appxite.com and support widget available on Platform. Support requests via e-mail (support@appxite.com) are eligible if none of other support channels function.  

Support requests submitted not through indicated communication channel will be returned as out of scope requests for re-submission. 

Supported Users 

Platform Support is provided to a Partner organization only. 

Vendor escalations are eligible from Partner and End-Customers if AppXite acts as a direct bill partner to Vendor. 

P1* severity level initial response time 

Two (2) hours during Supported Business hours 

P2* severity level initial response time 

Four (4) hours during Supported Business hours 

P3* severity level initial response time 

Six (6) hours during Supported Business hours. 

P4* severity level initial response time 

Two (2) Business Days 

Case resolution time 

No Service Levels apply 

Support language 

English  

 

1.3.2.1. Severity of Level Definition 

Issue Severity Level 

Description 

P1 - Urgent

Major Incident (service unavailable) – Emergency Action Required 

P2 - High

Serious degradation of performance or severe defect or configuration issue with the Platform that has a material impact on Partner’s business 

P3 - Normal

Moderate impact that results in transactional and operational slowness of Platform 

P4 - Low

Routine support requests or low business impact bugs that relate to issues that do not qualify to cases listed above 

 

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

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.  

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