Kommunicate Service Level Agreement (SLA)

Last Updated: 9 Jan 2021

This Service Level Agreement (โ€œSLAโ€) accompanies the terms of service to adhere between you (โ€œCustomerโ€) and Kommunicate (โ€œa product of Intentive Technologies Pvt Ltdโ€).

1. SLA Overview

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services, and related components.

2. Definitions

  • SLA: Service Level Agreement.
  • Non-enterprise customer: Customers who have opted for Growth, Start, Pro, Grow or Scale plan of Kommunicate.These plans and their details are given on the pricing page.
  • Enterprise/Business customer: Customers who have opted for the Enterprise, or Business plan of Kommunicate.
  • Updates: The process of updating the Kommunicate platform with the latest version, features and improvements.
  • Priority Support: The support provided to the Enterprise and Business plan customers.
  • Dedicated Account Manager: Names contact who will be responsible for communicating, listening, and solving the issues for Enterprise and Business plan customers.
  • Support hours: The timeframe between which support agents are available to reply to the Customerโ€™s request.
  • Service Requests: Issues, questions, and concerns raised by the Customer which directly or indirectly revolve around the Kommunicate platform.

3. Service availability

  • Enterprise and Business plan customers (Priority Support): All business and technical support are provided through:
    • Email support
    • Live chat support
    • Knowledgebase
    • Remote connections/access share
    • Phone support

    Kommunicate also provides one (1) named contact (Dedicated Account Manager) for priority support to all its โ€œEnterprise and Business plan customersโ€.

  • Non-enterprise customers: Coverage parameters specific to the service(s) covered in this Agreement are as follows:
    • Email support
    • Chat support
    • Knowledgebase
  • Upgrade times: Intentive constantly deploys fixes, new features, improvements, and other aspects of the solution through upgrades. Upgrades are deployed during various time-frames and are thoroughly processed through quality assurance. The upgrades are smooth and any issue pertaining to upgrades will be monitored through the Critical Severity Level described in section 4.1.
  • Support Hours: Service coverage is as outlined in this agreement follows the schedule specified below (All times are in CET {Central European Time}):
    • Monday - Friday: 24 hours
    • Saturday - Sunday: 07:30 AM - 01:30 PM

4. Service Requests

4.1. In support of services outlined in this Agreement, the Intentive will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:
Severity Level Description Target Response Time
Outage Server down Immediate
Critical High risk of server downtime 1 hour
Urgent End-user impact initiated 2 hour
Important Potential performance impact 4 hour
Warning The issue is potentially impactful in the immediate future 12 hour
Monitor The issue is potentially impactful in the future 48 hour
Informational Information inquiry 72 hour
4.2. The available support channels as per Customerโ€™s chosen plan are given in the table below:
Channel Start/Growth/Grow Pro/Scale Enterprise/Business
Knowledge Base
Email
Live Chat
On-call
Dedicated Account Manager

5. Agreement Parameters

Policies and scope of this Agreement related to application, renewal, modification, exclusion, limitations, and termination of the agreement

5.1. This section specifies the Agreementual parameters of this agreement:
  • Agreement renewal must be requested by Customer at least 30 days prior to the expiration date of this agreement.
  • Modifications, amendments, extension, and early termination of this SLA must be agreed by both signatory parties.
  • Customer requires a minimum of 30 daysโ€™ notice for early termination of this SLA.
5.2. Exceptions and Limitations

This SLA is subject to the following exceptions and special conditions:

  • Intentive must ensure service availability of 99.0%.
  • In no event shall Intentive be responsible or liable for any failure or delay in the performance of its obligations hereunder arising out of or caused by, directly or indirectly, forces beyond its control, including, without limitation, strikes, work stoppages, accidents, acts of war or terrorism, civil or military disturbances, epidemics, nuclear or natural catastrophes or acts of God, and interruptions, loss or malfunctions of utilities, communications or computer (software and hardware) services; it being understood that Intentive shall use reasonable efforts to resume performance as soon as practicable under the circumstances.
5.3. Responses and Responsibilities
  • Customer responsibilities: Customer should provide all necessary information and assistance related to service performance that allows the Intentive to meet the performance standards as outlined in this document. Customer shall inform Intentive regarding changing business requirements that may necessitate a review, modification, or amendment of the SLA.
  • Intentive responsibilities: Intentive will act as the primary support provider of the services herein identified except when third-party vendors are employed who shall assume appropriate service support responsibilities accordingly. Intentive will inform Customer regarding scheduled and unscheduled service outages due to maintenance, troubleshooting, disruptions, or as otherwise necessary.
5.4 Termination

Termination of the Agreement in case of fundamental non-performance:

  • If a party's failure to perform its obligation amounts to a fundamental non-performance, the other party may terminate the Agreement.
  • The right of a party to terminate the Agreement is exercised by notice to the other party. Any such notice shall be sent via email or written notice to the other party in 30 days prior.
  • If performance has been offered late or otherwise does not conform to the Agreement the aggrieved party will lose its right to terminate the Agreement unless it gives notice to the other party within a reasonable time after it has or ought to have become aware of the offer or of the non-conforming performance.
  • Termination of the Agreement releases both parties from their obligation to effect and to receive future performance.
  • Upon termination of the Agreement, Intentive shall refund the subscription fee for the remaining term of the Agreement.
  • Termination does not preclude a claim for damages for non-performance.
  • Termination does not affect any provision in the Agreement for the settlement of disputes or any other term of the Agreement which is to operate even after termination.