Orlo Service Level Agreement (SLA)

Definitions

“Orlo” – The application supplied by SocialSignIn Ltd

“Downtime” means, for Orlo, if there is more than thirty percent of users that are not able to access the Orlo web application.

“Monthly Uptime Percentage” means the total number of minutes in the calendar month minus the number of minutes of Downtime suffered from all Downtime Periods in the calendar month, divided by the total number of minutes in the calendar month.

“Scheduled Downtime” means those times where Orlo notifies you of periods of Downtime five (5) days prior to the commencement of such Downtime. There will be no more than twelve (12) hours of Scheduled Downtime per period. Scheduled Downtime is not considered Downtime for purposes of this Orlo Uptime SLA, and will not be counted towards any Downtime Periods.

“Support Email” means the provided email for support queries and not personal customer service agents email addresses.

“Urgent Problems” means urgent issues such as Downtime or problems that impact the use of Orlo to a degree where the application becomes unusable for the end user’s requirements.

Uptime SLA

Orlo will provide a Monthly Uptime Percentage equal to or greater than 99% calculated over a 24/7 reporting period. The Uptime SLA does not apply to any performance issues:

• (i) caused by factors outside of Orlo’s reasonable control;
• (ii) that resulted from any actions or inactions of you or any third parties;
• (iii) in accordance with clause G3 of our terms and conditions.

This Orlo SLA states your sole and exclusive remedy for any failure by Orlo to provide the Services as a result of Downtime.

Help Desk

Our help desk maintains cover from 8:30am to 5pm Monday to Friday (United Kingdom time, excluding bank holidays) for day to day issues. This includes:

• “Live chat” – which you’re expected to get a response within 3 hours
• Support Email – We will answer or get back to your email within 4 hours
• Telephone – We will answer or get back to your message within 4 hours

For issues outside of these hours that are Urgent Problems, a number will be provided to reach an on call member of the support team who will be available to help resolve your issues.

SLA for fix and bugs

For issues that reside within our control we offer different levels of severity:

• High – (outages, major loss of functionality to the majority of our customers) Will be worked on immediately in and out of hours.
• Medium – (major feature broken for a large proportion of our customers) Work to fix this will be started within the hour during the working hours of 8:30am to 5pm Monday to Friday (United Kingdom time, excluding bank holidays).
• Low – (ones that do not impact the fundamental workings of Orlo, or ones that can be worked around) We will evaluate the problem within 48hrs and respond with a resolution.

Service credit

Service Credit may be provided according to the following schedule:

• One week Credit: Includes Seven (7) days of Services added to the end of your billing cycle, at no charge to you, if the Monthly Uptime Percentage for any calendar month is between less than 99% and 97% (inclusive);
• Two week Credit: Includes Fourteen (14) days of Services added to the end of your billing cycle, at no charge to you, if the Monthly Uptime Percentage for any calendar month is between less than 97% and 95% (inclusive);
• One month Credit: Includes Thirty (30) days of Services added to the end of your billing cycle, at no charge to you, if the Monthly Uptime Percentage for any calendar month is less than 95.0%.

Customer Must Request Service Credit. In order to receive any of the Service Credits described above, you must notify Orlo by email or otherwise in writing within thirty (30) days from the time you become eligible to receive a Service Credit.

The aggregate maximum number of Service Credits you can claim for any and all Downtime Periods that occur in a single calendar month shall not exceed thirty days of Services added to the end of your billing cycle. Service Credits may not be exchanged for, or converted to, monetary compensation.