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December 21, 2021Reading Time: 4 minutes
This Agreement describes the support obligations and service level agreements between Zaui and You (“You“). This Schedule is subject to and incorporated into the Terms Of Service. This Schedule only applies to Zaui customers who have requested and paid for this agreement. Capitalized terms not defined in this Schedule are defined in the Terms Of Service.
Zaui shall use commercially reasonably efforts to maintain:
Subject to the sections SLA Exceptions and Support of Service and Zaui API, if Zaui:
then in either case You shall be entitled to terminate this Agreement without cause and without incurring any additional fees other than those standard fees incurred up to the effective date of termination. Termination shall be upon written notice to Zaui specifying the desired termination date.
Zaui shall not be responsible for, no credit or refund shall be available to You for, and no right of termination shall apply to, any failure to meet an SLA caused by or associated with:
Problem Reports will be handled in accordance with the following priorities:
Target Response/Resolution Times for Problem Reports
|Severity||Description||Target Response Time||Target Resolution Time|
|Urgent||Service is unavailable and problem severely impacts service to customers.||1 hour||4 hours|
|High||Service is available, but some functions are not operating properly.Problem may impact service to some customers||4 Hours||1 Day|
|Medium||Service is available, but some functions have a minor problem that has little impact on customer productivity or for which a reasonable workaround exists. This will include cosmetic issues, manual/instruction/training problems.||2 Days||Next Upgrade or Mutually agreed time frame|
|Low||Service is available. Any training requests, enhancement requests, general inquiries.||5 Days||Mutually agreed time frame|
Zaui will track and automatically credit Your account or issue required refunds for SLA violations. In the event Zaui does not credit Your account or provide an appropriate refund for an SLA violation, You may make a request by sending an email message to firstname.lastname@example.org. Each request in connection with an SLA must include Your name and the dates and times of the unavailability of the Service and must be received by Zaui within thirty (30) days after the end of the month in which the SLA violation occurred. If the SLA failure is confirmed by Zaui, credits will be applied or refunds will be made within one billing cycle after Zaui’s receipt of Your SLA request.
Notwithstanding anything to the contrary herein, the total amount credited to You or refunded by Zaui in a particular month under SLAs shall not exceed 50% of the total amount of Zaui Transaction Fees earned by Zaui in such month. The specified credits and refunds, and your right to Terminate without cause as set forth in this Agreement are Your sole and exclusive remedies with respect to any failure to meet the SLAs set forth.