Service Level Description

Under the SecurEnvoy Cloud Service Level Agreement (SLA), SecurEnvoy warrant availability of all administration and authentication portals to provide authentication services at no less than 99% of the time in any single calendar month.

Availability is measured based on server-side failure rates, across the total users for that customer and means authentication is not possible due to SecurEnvoy’s failure to deliver the required levels of software and infrastructure.

In the event that SecurEnvoy do not meet the SLA, and customers have shown to meet their obligations under the service and agreement, customers will be eligible to apply for service credits against the applicable fees.

 

Service Credits

If the warranted levels of monthly uptime percentage are not delivered, customers will be entitled to a service credit subject to the applicable procedures in this agreement.

Monthly Uptime                                Days Credited

<99% - <95.0%                                             3 days

<95.0% - <90.0%                                          5 days

<90.0%                                                         10 days               

A maximum service credit of 10 days in any single calendar month will be applied as an extension to the existing licence agreement and term, and may not be exchanged or converted to monetary amounts.

Customers must request service credit in order to receive any of the above service credits by notifying their SecurEnvoy partner within thirty (30) days of the date service was affected.

 

Exclusions

This SLA does not apply to any other services and excludes any performance issues caused by Force Majeure, unavailability of, or interruption in telecommunications or third-party services, virus attacks, DDoS attacks, hackers or a result of a customer’s own equipment or network not within the control of SecurEnvoy.

(i) scheduled maintenance, emergency maintenance, and system upgrades; with updates during times of low use or non-standard hours.

(ii) Customers acts or omissions (or acts or omissions of others engaged or authorized by customer), including without limitation, any negligence, wilful misconduct, or use of the customer's account in breach of this Agreement;

(iii) outages elsewhere on the Internet that hinder access to the tenant or service. SecurEnvoy is not responsible for browser, DNS, firewalls, network or caching that may make Customers tenant or account appear inaccessible when it is shown that the service is operational and unaffected.

(iv) inoperability due to a Customer driven increase in demand, network traffic or system resources.  Where this is due to application/network configuration or compromised customer environment, but not limited to DDoS, Virus, Malware, Brute Force, Harvesting attacks.

SecurEnvoy have the right to throttle or block communications from the affected customer environment.

(v) result from your failure to adhere to any required configurations, use supported platforms or your use of the SecurEnvoy service in any manner inconsistent with the features and functionality of the SecurEnvoy cloud service.