Adeptia Connect Cloud SLA

Service Level Agreements 

Application Availability 

Adeptia will use commercially reasonable efforts to make the Adeptia Connect application managed by  Adeptia available 99.9% of the time excluding: 

• Planned downtime for maintenance; and 

• Unscheduled downtime caused by: 

1. 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); 

2. Circumstances entitling Adeptia to suspend access to the Adeptia Connect application  due to non-payment by Client; and 

3. Client’s failure to use the Adeptia Connect application under its obligations  or the Documentation; 

4. Service failure in the Microsoft Azure cloud environment is affecting their customers; or e. Degradation of service due to high packet loss or similar conditions that 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 the priority level of a support ticket, which is defined by a 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.