PERSUIT Service Level Agreement

PERSUIT Service Level Agreement

Introduction

This service level agreement (SLA) describes the levels of service that PERSUIT commits to providing to its customers (You or Your).  It applies to all customers that have entered into an agreement with PERSUIT to pay an annual subscription fee in order to use the PERSUIT platform.  It does not apply to suppliers (such as law firms) who have been invited to submit proposals in response to customer Requests (RFIs, RFQs, RFPs).

Purpose

This SLA sets out the levels of availability and support that You will receive from PERSUIT.

Availability

PERSUIT’s goal is to provide Service Availability twenty-four hours per day, seven (7) days per week.  However, recognizing that 24x7 availability is the goal, in order to enable PERSUIT to do business effectively, PERSUIT commits to a 99% uptime goal for the PERSUIT Platform.

Important note:

Availability measurements exclude:

• Periods of routine maintenance, which PERSUIT will use its best efforts to schedule between Sunday 12pm and Monday 6am AEST; and
• Downtime which arises as a result of circumstances outside PERSUIT’s reasonable control, including third party service provider failure and delay.  Should such circumstances arise, PERSUIT commits to taking all reasonable measures to mitigate the impacts and resume full performance and availability as soon as possible.

Errors and Response Times

Circumstances may arise when the PERSUIT Platform does not perform in the manner intended (Error).  In that event, depending on the nature of the Error, PERSUIT commits to respond to support requests within certain timeframes.  The nature of the Errors, and the timeframes within which PERSUIT commits to respond to support requests, are as follows:

Errors:

Priority 1: The Error renders the PERSUIT Platform completely inoperative.

Priority 2:  The Error affects the performance of the PERSUIT Platform, or restricts its use, in a significant way with no available workaround.

Priority 3:  The Error affects the performance of the PERSUIT Platform, or restricts its use, in a way which causes minor inconvenience only, with no available workaround.

Priority 4:  The Error affects the performance of the PERSUIT Platform, or restricts its use, in a way which causes minor inconvenience only, with an acceptable workaround.  Priority 4 Errors include all Errors that are not classified as Priority 1, 2 or 3.

Response Times

Priority 1 Error: In the event of a Priority 1 Error, PERSUIT will, within (4) hours of notification, acknowledge and commence work on the Error.  PERSUIT commits to providing a work around within (4) hours of commencing work on the Error, and to rectifying the Error within 24 hours of notification.

Priority 2 Error: In the event of a Priority 2 Error, PERSUIT will, within (6) hours of notification, acknowledge and commence work on the Error.  PERSUIT commits to providing a work around within (8) hours of commencing work on the Error, and to rectifying the Error within 48 hours of notification

Priority 3 Error: In the event of a Priority 3 Error, PERSUIT will, within 48 hours of notification, acknowledge and commence work on the Error.  PERSUIT commits to providing a work around within 3 days of commencing work on the Error, and to rectifying the Error within one week of notification.

Priority 4 Error: In the event of a Priority 4 Error, PERSUIT will, within one week of notification, acknowledge and commence work on the Error.  PERSUIT commits to using its best efforts to rectifying the Error in the next maintenance or update release.

Response times are measured from the moment You submit a support request via the PERSUIT’s online support system.