This Service Level Agreement information (the “SLA”) outlines the availability and responsiveness goals that are driving Adeptia to provide the highest level of service to its customers. It describes the application uptime and incident response levels applicable to the Adeptia Connect Cloud (ACCloud) service. Adeptia ensures its compliance of the SLA via various monitoring and tracking tools, alerting mechanisms, processes, procedures and training.
Service Level Agreements
Application Availability
Adeptia will use commercially reasonable efforts to make Adeptia Connect application managed by Adeptia to be available 99.9% of the time excluding:
planned downtime for maintenance; and
unscheduled downtime caused by:
Circumstances beyond Adeptia’s or its contractors’ reasonable control (including, but not limited to: acts of God, acts of government, flood, fire, earthquake, civil unrest, acts of terror, strike or other labor problem, issues related to Third Party Applications, Customer Data or denial of service attacks);
Circumstances entitling Adeptia to suspend access to the Adeptia Connect application due to non-payment by Client; and
Client’s failure to use the Adeptia Connect application in accordance with its obligations or the Documentation;
Service failure at the Microsoft Azure cloud environment affecting their customers; or,
Degradation of service due to high packet loss or similar conditions which may be indicative of the Internet as a whole or those resulting as a consequence of malicious activity not reasonably foreseeable by Adeptia.
Incident Response Times
Adeptia’s response times are based on Priority Level of a Support Ticket that is defined by client when they open the support ticket. Information related to Priority Levels is described in the table below. Tickets are defaulted to Medium Priority (Within 1 Business Day) if Priority Level is not specified.
Priority Level and Description | Initial Response | Status Update Interval |
|---|---|---|
Emergency Priority – Adeptia Connect production env down, causing critical impact to business operations if service is not restored quickly. | Immediate | 2 hours |
High Priority – Adeptia Connect production env is severely degraded, impacting significant aspects of your business operations. Or Non-Prod env is down. | 4 hours | 4 hours |
Medium Priority – Adeptia Connect environment and/or functionality are noticeably impaired, but most business operations continue. | 1 business day | Daily |
Low Priority – Customer requires information or assistance about Adeptia Connect that is not critical to correcting a production problem, or any other non-immediate task. | 3 business days | Weekly |