Prophaze Service Level Agreement

Effective Date:

This Service Level Agreement (“SLA”) is a policy governing the performance of Prophaze Technologies Private Limited. under the SOFTWARE AS A SERVICE AGREEMENT (the “SaaS Agreement”) between Prophaze Technologies Private Limited. (“Prophaze”, “us” or “we”) and Customer (“Customer” or “you”). Unless otherwise provided herein, this SLA is subject to the terms of the SaaS Agreement and capitalized terms will have the meaning specified in the SaaS Agreement.

Service Commitment

Prophaze will use commercially reasonable efforts to make the Services available at least 99.0% during each calendar month. Prophaze will deliver or otherwise make available to Customer monthly reports of the Availability statistics for the Services, within fifteen (15) days after the end of each calendar month.

For the purposes of this SLA,“Availability”means Customer’s ability to access and use the Services, and is calculated by subtracting from 100% the number of minutes during the applicable calendar month in which the functionalities of the Services are not Available, but excluding periods of any Prophaze SLA Exclusion (defined below).

SLA in agreement applies to availability of Service Provider. Availability of Customer Web Applications doesn’t depend on the Availability of the Services provided by Service Provider. Service Provider SLA doesn’t effect SLA of Customer Web Applications.

Availability Remedies

If the Services Availability is less than 99.0% for any calendar month customer has the advantage to cancel the service with 7 days notice period.

Prophaze SLA Exclusions

The Services will not be considered not Available if such non-Availability : (i) is caused by factors outside of Prophaze’s reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Prophaze, provided that Prophaze has used reasonable and customary precautions to prevent such factors; (ii) results from any actions or inactions of Customer; or (iii) that result from Customer’s equipment, software or other technology and/or third party equipment, software or other technology outside of Prophaze’s or its agent’s control (collectively, the “Prophaze SLA Exclusions”).

Problem classification and response time

Priority Level Classification

Priority Level

Problem Classification

Description

1 Urgent The Services are completely unavailable or performance is so poor as to render the Services unusable.
2 High A major functionality of the Services is unusable which results in limited functionality or affects a large number of Authorized Users.
3 Medium There is a loss of a function or resource that does not seriously affect the Services functionality.
4 Low All other requests for service; such as general usage questions or enhancement requests.

 

Response and Resolution Time

“Response time” is measured beginning Prophaze notice of the problem until Customer has received a reply confirming Prophaze’s understanding of the problem. Resolution is measured beginning on the end of the Response time period and ending on resolution of the problem or mitigation being provided to the problem.

Support SLA Response Time

Problem Classification

Initial Response (off-peak time)

Resolution/ Mitigation

Status Updates

Urgent 2 hours 4 hours Every 30 minutes
High 180 minutes 24 hours Every 4 hours
Medium 12 hours next scheduled release Weekly
Low 36 hours a quarter Twice a month