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Service Level and Support Agreement
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This Service Level and Support Agreement (“SLSA”) is entered into by and between CDG and Customer and is subject to the CDG Terms of Service located at: https://www.cloudoingood.com/terms-and-conditions (the “Agreement”). Capitalised terms used and not defined in this SLSA will have the meanings set forth in Agreement.
This SLSA states the service level commitments (“SLC”) and technical support (“Support”) terms and conditions applicable to CDG (“CDG”) provided CDG with respect to Iplicit software, CDG Apps or CDG Integrations (“Services”) provided by CDG directly to the entity identified on the order (“Customer”). CDG will not modify the terms of this SLSA during the then-current Subscription Term; however, if Customer renews its subscription to the Services, the version of this SLSA that is current at the time of renewal will apply throughout Customer’s then-current renewal term.
1. Service Level Agreement
1.1 Uptime Commitment
Target Availability: 99.8% of Actual Uptime
1.2 SLC Definitions
1.2.1 “Actual Uptime” means Maximum Availability less Downtime during the applicable calendar month.
1.2.2 “Actual Uptime Percentage” means the percentage resulting from the following expression: Actual Uptime divided by Maximum Availability.
1.2.3 “Available” or “Availability” means the ability for Customer to access the Service(s), including all material features and functionality, during a calendar month. `
1.2.4 “Downtime” means the minutes in a calendar month where there is an outage of the Services and it is not Available other than for Permitted Downtime.
1.2.5 “Emergency Maintenance Period” means the period of time elapsed during any maintenance performed on the Services, which maintenance is required as a result of conditions beyond CDG’ reasonable control.
1.2.6 “Maximum Availability” means the total number of minutes in the calendar month for which the Actual Uptime Percentage is calculated.
1.2.7 “Permitted Downtime” means the minutes in a calendar month the Services are not Available caused by:
(a) Customer’s telecommunications or Internet services;
(b) Software, data, or hardware not provided or controlled by CDG;
(c) Force Majeure Events;
(d) Customer or its Users misconfiguration or misuse;
(e) Scheduled Maintenance Period;
(f) Mutually agreed downtime in writing/email;
(g) Evaluation, beta, demo, non-production versions.
1.2.8 “Target Availability” means the percentage of Actual Uptime noted in Section 1.1.
1.2.9 “Scheduled Maintenance Period” means the period of time for any scheduled maintenance performed by CDG, not exceeding 4 hours in each calendar quarter.
1.3 SLC Credits
1.3.1 During each month of Customer’s Subscription Term, CDG will make the Services available during the Target Availability period noted above.
1.3.2 If Actual Uptime Percentage is lower than the Target Availability, Customer will receive Service Level Credits according to the table below:
Actual Uptime Percentage
Service Credit %
> 98% but < 99.7%
2% of Monthly Fees
> 97% but < 98%
3% of Monthly Fees
> 95% but < 97%
5% of Monthly Fees
> 93% but < 95%
6% of Monthly Fees
> 90% but < 93%
10% of Monthly Fees
< 90%
25% of Monthly Fees
1.4 Termination Right
Customer may terminate the affected order with 90 days’ prior written notice if CDG fails to meet Target Availability in three (3) consecutive months within a 12-month period. A pro-rata refund of pre-paid fees will be issued.
1.5 SLC Notifications
1.5.1 Scheduled Maintenance: max 4 hours per quarter; 3 business days’ advance notice; scheduled outside UK business hours where possible.
1.5.2 Emergency Maintenance: advance notice where possible; may occur at any time; notifications sent to Customer email on record.
2. Support
2.1 Technical Support
CDG provides email support during business hours (9:00am – 5:00pm UK, excluding holidays/weekends). Up to 4 Customer Contacts can raise requests.
2.2 Target Response Times
Priority
Definition
P1 – Urgent (Severity 1)
Critical failure, no workaround available
P2 – High (Severity 2)
Serious degradation, workaround available
P3 – Medium (Severity 3)
Limited functionality, workaround available
P4 – Low (Severity 4)
Minor/cosmetic issues, enhancements, documentation
Target Response Time
Target Resolution Time
Support Hours
1 hour
5 hours
7.5/5
4 hours
12 hours
7.5/5
8 hours
Next Release
7.5/5
24 hours
Future Release
7.5/5
2.3 Submission of Support Cases
Customer Contacts may submit requests via email to support@cloudoingood.com. Each Support Case must include severity level, service affected, detailed description, error messages, and contact info.
2.4 Error Response
CDG will acknowledge and assign tracking numbers. Severity determines response times. Disagreements on severity will be escalated internally until resolved.
2.5 Error Applicability
Target response times will not apply when:
- Error is outside CDG control;
- Customer fails to provide necessary participation;
- A Service Incident affects multiple customers (different process applies).
3. Exclusions
Support is not provided for issues caused by:
- Non-CDG products, networks, or hardware/software;
- Errors in Customer Data or Third-Party Services;
- Unauthorized or improper use of Services;
- Customer/User equipment or networks;
- General Internet problems or Force Majeure;
- Evaluation/beta/demo uses;
- Ignoring CDG guidance;
- Unsupported configurations or misuse;
- Faulty inputs or operations beyond quotas;
- Customer misconfigurations;
- Billing/renewal/service engagement issues;
- Custom apps/scripts or Third-Party Services;
- Violation of Agreement terms.
4. Contact Matrix
CDG Support Contact Role
Email address
Assigned Support Engineer (1st line, 2nd line, Escalations)
Support Manager
Customer Service Director
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