1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between EQ Alpha Technology Ltd and Approver for the provisioning of technical services required to support KeyDB.
Provide clear reference to service ownership, accountability, roles and/or responsibilities.
Present a clear, concise and measurable description of service provision to the customer.
Match perceptions of expected service provision with actual service support & delivery.
This Agreement remains valid until superseded by a revised agreement or Customer cancels or suspends service. This Agreement outlines the parameters of all technical services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
2. Goals & Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent technical service support and delivery to the Customer(s) by the Service Provider(s).
The goal of this Agreement is to obtain mutual agreement for technical service provision between EQ Alpha Technology Inc and Approver/Customer(s).
The objectives of this Agreement are to:
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
Technical Support Provider(s): EQ Alpha Technology (“Provider”)
Customer(s): Approver (“Customer”)
4. Service Agreement
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
4.1 Service Scope
The following Services are covered by this Agreement;
Customer granted 2 support tickets per month by means of:
Monitored email support
Planned or Emergency Onsite assistance (extra costs apply)
Customer support portal ticket system.
Additional costs may apply for extra support tickets billed at $200 per hour
4.2 Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
Payment for all support costs at the agreed interval.
Reasonable availability of customer representative(s) when resolving a service related incident or request.
4.3 Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
Meeting response times associated with service related incidents.
4.4 Service Assumptions
Assumptions related to in-scope services and/or components include:
Changes to services will be communicated and documented to all stakeholders.
4.5 Terms and Termination
This Agreement is for the Initial Service Term as specified in the Order Form, and shall be automatically renewed for additional periods of the same duration as the Initial Service Term (collectively, the “Term”), unless either party requests termination at least thirty (30) days prior to the end of the then-current term.
In addition to any other remedies it may have, either party may also terminate this Agreement upon thirty (30) days’ notice (or without notice in the case of nonpayment), if the other party materially breaches any of the terms or conditions of this Agreement. Customer will pay in full for the Services up to and including the last day on which the Services are provided. All sections of this Agreement which by their nature should survive termination will survive termination, including, without limitation, accrued rights to payment, confidentiality obligations, warranty disclaimers, and limitations of liability.
5. Service Management
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
5.1 Service Availability
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day
5.2 Service Requests
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the 72 hours.
Remote assistance will be provided in-line with the above time frame dependent on the priority of the support request.
Service Provider shall use reasonable efforts consistent with prevailing industry standards to maintain the Services in a manner which minimizes errors and interruptions in the Services and shall perform the Implementation Services in a professional and workmanlike manner. Services may be temporarily unavailable for scheduled maintenance or for unscheduled emergency maintenance, either by Service Provider or by third-party providers, or because of other causes beyond Company’s reasonable control, but Service Provider shall use reasonable efforts to provide advance notice in writing or by e-mail of any scheduled service disruption.
7. Limitation of Liability
NOTWITHSTANDING ANYTHING TO THE CONTRARY, SERVICE PROVIDER SHALL NOT BE RESPONSIBLE OR LIABLE WITH RESPECT TO ANY SUBJECT MATTER OF THIS AGREEMENT OR TERMS AND CONDITIONS RELATED THERETO UNDER ANY CONTRACT, NEGLIGENCE, STRICT LIABILITY OR OTHER THEORY: (A) FOR ERROR OR INTERRUPTION OF USE OR FOR LOSS OR INACCURACY OR CORRUPTION OF DATA OR COST OF PROCUREMENT OF SUBSTITUTE GOODS, SERVICES OR TECHNOLOGY OR LOSS OF BUSINESS; (B) FOR ANY INDIRECT, EXEMPLARY, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES; (C) FOR ANY MATTER BEYOND SERVICE PROVIDER REASONABLE CONTROL; OR (D) FOR ANY AMOUNTS THAT, TOGETHER WITH AMOUNTS ASSOCIATED WITH ALL OTHER CLAIMS, EXCEED THE FEES PAID BY CUSTOMER TO COMPANY FOR THE SERVICES UNDER THIS AGREEMENT IN THE 12 MONTHS PRIOR TO THE ACT THAT GAVE RISE TO THE LIABILITY, IN EACH CASE, WHETHER OR NOT COMPANY HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.