Effective as of May 1st, 2018, Upodi ApS, (“Upodi”) and its subsidiaries, (collectively, “Upodi” or “we” or “us” or “our”) have updated our Service Level Agreement (“Agreement”).
This Service Level Agreement ("SLA") between Upodi ApS, ("Upodi", "us" or "we") and users of the Upodi Services ("you") governs the use of the Upodi Services under the provisions of the Upodi Terms of Service (the "Terms").
For more detailed information on our legal agreements, please visit www.upodi.com/legals/.
Unless otherwise provided herein, this SLA is subject to the provisions of the Terms. Capitalized words and phrases have the meaning specified in the Terms. We reserve the right to change the terms of this SLA in accordance with the Terms.
Upodi will use commercially reasonable efforts to make the Upodi Services available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the "Service Commitment"). Subject to the Upodi SLA Exclusions, if we do not meet the Service Commitment, you will be eligible to receive a Service Credit.
Uptime is calculated Monthly using the following formula:
Uptime % = Uptime – Downtime / Uptime * 100
A Monthly Uptime Percentage of 99.9% means that we guarantee you will experience no more than 43.20 min/month of Unavailability.
Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments, e.g. for training, etc.) for the monthly billing cycle in which the Unavailability occurred in accordance with the schedule below:
We will apply any Service Credits only against future payments for the Services otherwise due from you. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Unavailability occurred. Service Credits will not entitle you to any refund or other payment from Upodi. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than five-hundred Euro (€500 EUR). Service Credits may not be transferred or applied to any other account.
Unless otherwise provided in the Terms, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the Upodi Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
To receive a Service Credit, you must submit a claim by emailing email@example.com. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:
If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
Upodi commits to providing the Services rendered. Any direct costs within Upodi associated with the guarantee, ordinating from issues and/or problems from providing the service is non-subject to you as a customer. Upodi cannot claim fees from you as the customer, for services breached within, or arising from the scope of issues and maintenance.
Upodi thrive to deliver application updates and release in time windows less impacting our customers. These windows are subjects, communicated as “planned maintenance” and are change controls to:
Upodi will release two (2) major updates and eight (8) minor changes throughout the year.
Where possible planned maintenance will be posted 7-days prior; however, certain circumstances may preclude us from doing so, such as an immediate threat, application error or wide scale issue causing the interruption. Any planned maintenance will be posted at http://trust.upodi.com at which you may subscribe to alert notifications.
The Service Commitment does not apply to any unavailability, suspension or termination of the Upodi Services, or any other Upodi Service performance issues:
If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.
We offer customer helpdesk via ticket based requests. You may issue any request to firstname.lastname@example.org. Upodi seeks to respond to these requests within 48 hours in regular Business Hours.
Critical issues (Unplanned downtime, or several issues causing in-ability of accessing the Upodi applications) raised by requests, are sought to commence resolution within 2 hours.
We do not guarantee a final window of resolution on your case. Any update to general issues, will be posted and updated on http://trust.upodi.com. Customer specific issues, will be communicated directly to your main technical contact.
|Severity||Impacted by||Response level||Issued to|
|Normal (standard)||Question, request, looking for guidance or general request for information||48 Business Hours||Helpdesk|
|Critical||Loss of business due to inaccessibility to Upodi and/or severe application issue(s)||2 Hours||Helpdesk|
* You may have extended support capabilities as part of an enterprise agreement. Please refer to the operational procedures of this contract.
Hopefully that has clarified things for you and as was previously mentioned if there is something that you aren't sure or need clarifications, we highly encourage you to contact us through www.upodi.com.
This agreement is owned and published by:
Upodi ApS Åbogade 25A, st. 8200 Århus C CVR. 38558862 Version 18.0501