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This document (the SLA) describes the service level commitments that AuthenticateIT Pty Ltd (ABN 30 155 162 253) (AuthenticateIT) provides to a customer (the Brand Owner) in connection with the services provided under a Services and Licence Agreement between AuthenticateIT and the Brand Owner (an Agreement). This document is subject at all times to the terms of the Agreement.
AuthenticateIT reserves the right to amend this SLA from time to time and will endeavour to provide written notice of any material changes to the Brand Owner. The applicable version of this SLA is the most recently updated document available on the AuthenticateIT website, or otherwise provided by AuthenticateIT to the Brand Owner.
During the Term, AuthenticateIT will:
Services described in this section are provided by the AuthenticateIT Support Centre (ASC).
When reporting a problem or issue (an Incident), or making a request for services (Service Request) to AuthenticateIT, the Brand Owner will comply with the procedures and provide the information described in this SLA. If the Incident is attributable to the System, AuthenticateIT will use commercially reasonable efforts to rectify that problem or manage its effects, in accordance with the response levels set out at section 1.7.
AuthenticateIT will provide the Support Services during the hours specified below:
|Telephone||8:00 am–5:00 pm (AEST), Monday to Friday (excluding Australian national public holidays) (Business Hours). [A separate "after hours" service, which applies from 8:00 am to midnight (AEST), 7 days a week (including public holidays) (Extended Hours), is available where agreed between AuthenticateIT and a Brand Owner, paid for by the Brand Owner, to be provided at AuthenticateIT's standard service rates.]||+61 3 9924 4405 International Dial In|
|Availability: 24 hours / 7 days a week. Responses: 8:00 am–5:00 pm (AEST), Monday to Friday (excluding Australian national public holidays) *||email@example.com|
AuthenticateIT will provide the Support Services, and use commercially reasonable endeavours to meet the target service levels documented below:
|Priority Level||Target Response Time||Status Reporting||Target Resolution Time|
|P1||Business Hours:||15 mins||As reasonably determined by ASC, or other times agreed at lodgement of Incident.||4 hours|
|Extended Hours:*||60 mins||4 hours|
|P2||Business Hours:||30 mins||8 hours|
|Extended Hours:*||60 mins||8 hours|
|P3||30 mins||At Incident Resolution||1 day|
* Extended Hours only applicable where Extended Hours services have been agreed in writing between AuthenticateIT and the Brand Owner
For Service Requests:
|Priority Level||Target Response Time||Status Reporting||Target Resolution Time|
|P1||120 mins||After Service Request has been addressed.||1 day|
|P2||120 mins||5 days|
|P3||120 mins||5 days|
AuthenticateIT will consider the impact and the urgency of an Incident or Support Request, and categorise those in accordance with the priority levels documented below:
|“Critical” (P1)||An essential component not available with a serious impact to the System, the Brand Owner’s business or a significant number of end users.|
|“High Priority” (P2)||An essential or major component not available, or working with some reduced functionality, with some impact on the System, the Brand Owner’s business or a significant number of end users.|
|“Low Priority” (P3)||A non-essential component not available or working with reduced functionality, with minor impact on the System, the Brand Owner’s business or a number of end users.|
If AuthenticateIT, in the course of performing the Support Services, considers that an Incident or Service Request requires escalation, it will do so as follows:
|1||All Incidents and Service Requests reported during Business Hours will be investigated by AuthenticateIT personnel, to provide basic hardware and software troubleshooting remotely.
AuthenticateIT may use remote access facilities to diagnose any software failure reported and rectify on AuthenticateIT’s hosted infrastructure.
|2||Where an Incident is reported during Extended Hours, or an Incident or Service Request is escalated from Level 1, the Incident or Service Request will be addressed by AuthenticateIT engineers or other technical personnel to the extent required to resolve the Incident or address the Service Request.|
|3||Where an Incident or Service Request cannot be addressed under Levels 1 and 2, due to a requirement for third party vendor or service provider involvement, an AuthenticateIT engineer or other technical personnel will provide appropriate diagnosis and assistance to address the Issue or Service Request with the relevant third party vendor or service provider.|
Unless otherwise stated in the Agreement, AuthenticateIT is not required to provide support, or may impose an additional fee in relation to problems arising out of:
For the purposes of this section, “Documentation” includes this SLA.
AuthenticateIT is not required to provide support, or may impose an additional fee in relation to problems arising out of:
During the Term, AuthenticateIT will take reasonable steps to ensure the availability of the System during the hours of operation specified at section 2.2.
Subject to any Maintenance Period specified at section 2.3 below and any genuine emergency period, AuthenticateIT will use commercially reasonable endeavours to ensure that the System is available to the Brand Owner and its customers in accordance with the following formula.
|Service||Service Criteria||Target Service Level|
|Service Availability (“A”)||A = Total Availability – (Downtime – Maintenance Downtime)||99%|
AuthenticateIT may take the System offline (in whole or in part) in accordance with the Scheduled Maintenance Period specified below:
|Scheduled Maintenance Period|
|Target notice period||10 business days (where practicable)|
|Maintenance Hours||5:00 pm to 8:00 am (AEST)|
|Maintenance Days||Monday to Friday|
|Completion Time||5:00 am (AEST)|
The System may also be taken offline as a result of AuthenticateIT service provider scheduled maintenance and in the event of any genuine emergency requiring unscheduled maintenance to be undertaken. In either event, AuthenticateIT will take commercially reasonable steps to provide as much notice as is reasonably practicable and return full access to the System as soon as reasonably practicable.
The service level commitments included in this section 2 do not apply to the extent that a failure or unavailability is wholly or substantially attributable to:
Changes to the AuthenticateIT System or Services may be made (at AuthenticateIT’s sole discretion) in accordance with this section 3 and any applicable change management procedures that AuthenticateIT adopts from time to time.
The Brand Owner may request a change to the AuthenticateIT System or Services by lodging a Service Request in accordance with the terms of this SLA. AuthenticateIT may also consider that a change is necessary in order to resolve an Incident lodged under this SLA. Where a change is accepted by AuthenticateIT, it will provide the Brand Owner with notice of any applicable fees, and if agreed, will consult with the Brand Owner to organise timing for implementation of the change.
AuthenticateIT may, at its sole discretion, consider that a change to the System or the Services is necessary for continued operation, including security reasons or legislative change. AuthenticateIT will take commercially reasonable steps to provide the Brand Owner with at least 10 business days’ notice of any change. This provision does not limit AuthenticateIT’s obligations to provide the System and the Services to the Brand Owner in accordance with the Agreement.
If AuthenticateIT fails to satisfy any service level commitments set out in section 4.2 to which Service Credits apply then the Brand Owner will be entitled to a credit to its fees in the next applicable month in respect of that failure (a Service Credit). Those Service Credits
The following Service Credits are applicable in respect of the service level commitments (Service Levels) specified in this SLA:
|Service Level||Service Level Failure||Percentage of monthly fees credited (“Service Credit”)|
|Service Availability (“A”)
(as defined in section 2.2)
|A ≥ 99.000%||-|
|A < 97.000%||25%|
|A < 95.000%||50%|
For the avoidance of doubt, the maximum Service Credit creditable in a particular month will in no event exceed 50% of the total monthly fees otherwise payable by the Brand Owner to AuthenticateIT for the services under the Agreement for that month (Service Credit Cap). The Service Credit Cap applies even where the aggregate of multiple Service Level failures would otherwise result in a Service Credit greater than 50% in that month.
AuthenticateIT will maintain records of its performance against the service level commitments set out in this SLA, as sufficient to substantiate any reasonable claim by the Brand Owner in relation to AuthenticateIT’s performance of those service level commitments under this SLA.