Service Level Agreement

 

DEFINITIONS

(“Hosting Services”) Integration Hosting Services to maintain and support customer enterprise Integrations.

(“Hosted Solution”) Customer enterprise integration solutions.

(“Infrastructure”) AxeRoy hardware and software platform used to provide Hosting Services and Hosted Solutions.

 

  1. SERVICES DESCRIPTION

    AxeRoy provides its customers secured Hosting Services for Enterprise Integrations and Data Storage also referred to as “Hosted Solutions”. Both the Hosting Services and Hosted Solutions are available on a Subscription basis, payable monthly or annually.

    AxeRoy Integration solutions provide companies the ability to integrate 2 or more systems in the Cloud or On-premise, behind a Firewall. The solutions can be implemented to integrate systems nationally or internationally.

    AxeRoy Integration Solutions include the availability of pre-built, yet customizable Connectors to help accelerate Integration deployments.

    Hosting Services & Solutions are fully managed by AxeRoy authorized personnel, and are powered by AxeRoy’s secured infrastructure stack over Amazon AWS, for both the transport and optional storage of data.

    SERVICES COMPLIANCE

    AxeRoy complies directly, and by proxy through Amazon AWS, to various standards.    http://AxeRoy.com/security-compliance

    GDPR Compliance : AxeRoy Services comply with all applicable data protection or privacy legislation, including regulations.     

    SERVICES AVAILABILITY

    AxeRoy will provide the Service at an expected 99.5% uptime, outside of Scheduled Maintenance and Emergencies. Scheduled Maintenance is performed weekly, on Friday after 6pm Pacific Time. AxeRoy infrastructure and processes ensure high service uptime, however, if a lower uptime is experienced by a Customer, AxeRoy can issue a Credit to the Customer based on the following: 10% Credit from the Hosted Services Fees for every 1% decrease in uptime per month. Total Credit cannot exceed 100% of Hosted Services Fees.  Service Availability and history can be monitored at  trust.AxeRoy.com. 

    Exceptions: Credits will not be issued for any reason outside AxeRoy’s control, including:

    a.       Acts of God, fire, flood, natural events, interruption of third-party services, and the like.

    b.      Infrastructure and emergency maintenance.

    c.       Customer misuse or system updates or customizations that would affect the running or stability of the Hosted Solution.

    d.      Customer breach of AxeRoy’s Subscription Agreement.

    e.      Any other reasons not stated under this SLA.

    Credit Requests:  To be eligible for a Credit, Customer must submit a “Credit Request” to  mysupport@axeroy.com within 10 business days from the date Customer experienced the lower uptime. The Credit Request must include the date, time, and systems affected by the lower uptime.  AxeRoy will issue the appropriate credit within 30 days upon confirmation of the lower uptime.

    In case of failure to provide any services to Customer, AxeRoy’s only obligation is to issue a credit on Hosted Services Fees for that particular month or at AxeRoy’s discretion to provide the expected service.

     

    SERVICES SUPPORT HOURS

    M–F, 8:00am – 5:00pm PT.

     

    SERVICES SUPPORT REQUEST SUBMISSIONS

    Option 1 : From our Website

    Tickets can be submitted 24×7 from our Customer Support Request page at http://axeroy.com/support/help.

    Option 2 : By Email

    Tickets can be submitted 24×7 via email at MySupport@axeroy.com 

     

     SERVICES SUPPORT LEVELS

    • Level 1 Support: Level 1 Support Specialists handle basic issues or questions.  Escalation to Level 2 Support will occur for any Cases that cannot be resolved by Level 1 Support Specialists.

    • Level 2 Support: Level 2 Support Specialist are individuals from our Professional Services group.  They are skilled in systems integration and can resolve issues remotely or onsite.

    Each Case will be limited to the handling of a single, specific matter.  AxeRoy reserves the right to request Customer to submit additional Support Requests to address each specific matter.

     

    SERVICES SUPPORT PRIORITIES

    Support Requests priority is handled based on the nature and importance of the Support Request (“Case”).

    HIGH Priority Level 1 Support will commence work on resolving the Case.  If the Case cannot be resolved by Level 1 Support, the Case will be escalated to Level 2 Support. High Priority Cases are handled within 8 hours of notification (excluding non-business hours).

    MEDIUM Priority Level 1 Support will commence work on resolving the Case.  If the Case cannot be resolved by Level 1 Support, the Case will be escalated to Level 2 Support. Medium Priority Cases are handled within 24hours of notification (excluding non-business hours).

    LOW Priority Level 1 Support will commence work on resolving the Case.  If the Case cannot be resolved by Level 1 Support, the Case will be escalated to Level 2 Support. Low Priority Cases are handled within 48 hours of notification (excluding non-business hours).

    Top Priority Cases (within 4 hour)  can also be handled. Those Cases are handled by our Level 1 and Level 2 Support Specialists on a Time & Material basis. Hourly rates reflect standard current Services Fees. Level 2 Support can handle Support Requests remotely or onsite.

     Number of Standard Support Cases:  10 per year.

     

    TERMS

    At its discretion, AxeRoy may perform amendments to its SLA and Services Description, which terms will be considered accepted by Customer unless Customer provides a written refusal of the amendments within 30 days of the amendments.