Version 4.0 updated October 07th, 2019
This SERVICE LEVEL AGREEMENT (the “SLA”) is made and entered into the Effective Date of the MASTER SERVICE AGREEMENT (the “MSA” or the “Agreement”) by and between the Contractor and the Customer.
Now therefore it is agreed as follows:
|Type and criteria of Incidens||Compensation period||Compensation rate||Exceptions|
|Disruptions that block client service for Customer|
|APDEX of the requests for synchronous operations related to discounts and bonus points calculation is less than 0.9 (T = 0.5 sec)||Every minute||0,14%||RPM > 1000|
|APDEX of the requests for synchronous operations related to orders processing is less than 0.9 (T = 1 sec)||RPM > 500|
|Disruptions in personalisation mechanics that caused inoperability of Customer’s website including failure of display (layout) of Customer’s client interfaces;
APDEX of the mechanic drawing is less than 0.9 (T = 0.5 sec). APDEX is calculated from the beginning of the marketing mechanic code loading till the graphic display of the mechanic.
|0,07%||Changes in Customer’s website layout made by Customer if they caused the problems with the display of personalization blocks;
RPM > 500
|APDEX of the requests for synchronous operations related to display of Customer’s client interfaces is less than 0.8 (T = 0.5 sec)||RPM > 500|
|More than 5% of transactional messages are not sent due to exceeding the validity period||Emails more than 100 Kb;
Email template generation requires to wait for the third-party system response
|Disruptions in marketing mechanics|
|Automatic mechanics work incorrectly||Every 24 hours||0,75%||The settings entered by the user are incorrect|
|Impossible to launch new mechanics or modify existing ones||Every 24 hours||2%||An alternative solution was provided in 24 hours;
The problem was solved in 24 hours.
|Speed of email sending is less than X emails per hour, where X = 200 000 + 0.1*[Number of Clients in database] but not more than 1 500 000||Every hour||Emails more than 100 Kb; Email template generation needs queries to third parties systems.|
|Loss of Critical data||Every 24 hours of data loss||8%|
|Response to Customer request by Means of communication is given more than within 8 business hours||Every case||1%|
Previous version list of SLA: