Service Level Agreement
Service Level Agreement
This Service Level Agreement ("ANS") is a policy that governs the use of HCMFront under the terms and conditions of use between HCMFront ("we") and the user ("the customer"). This ANS applies together for all users of the same company account. We reserve the right to change the terms of this ANS in accordance with the policies of HCMFront.
HCMFront is committed to using all commercially reasonable tools to make the service provided available with a monthly percentage of at least 99.5 %, in each case during the monthly billing cycle. In the event that HCMFront does not comply with the service commitment, you will be entitled to receive a "Service Credit" as described below.
- The monthly percentage of availability is calculated by subtracting from 100 % the percentage of minutes of the billing month in which the HCMFront service was not available. The monthly percentage measurements of availability time exclude the "Non-Availability" time resulting directly or indirectly from any exclusion (defined below).
- "No Availability" refers to the user's inability to access the service through external connectivity.
- A "Service Credit" is a credit in the billing currency of the account, calculated as set forth below and credited to the same billing account for the payment of the HCMFront web services.
Service Commitments and Service Credits
The credits for breach of service are activated depending on the percentage of availability in a given month. The credit is calculated as a percentage of the total monthly billing in which the non-availability of the system occurred and according to the following table.
|Uptime Percentage||Service Credit Percentage|
|Less than 99.5% but equal to or greater than 90.0%||10%|
|Less than 90.0%||25%|
Service credits will be credited only for future payments or debits to the company account. Service credits will not entitle you to reimbursement or payment for other HCMFront services. The service credit will apply only if the credit amount for the billing cycle is greater than one dollar ($ 1 USD). Service credits are not transferable or applicable to any other account. Unless otherwise provided in the terms and conditions of use of HCMFront, your sole and exclusive alternative for noncompliance, unavailability or other failure by HCMFront is the receipt of service credits in accordance with the terms of this ANS.
Credit Request and Payment Procedures
To make the service credits effective, the client must send a request through the support email firstname.lastname@example.org . In order for the service credit request to be valid, it must be sent no later than the end of the second billing cycle after the incident has occurred, and must include the following:
1. 'Application for ANS Service Credit' in the matter.
2. The dates and times between which each incidents occurred.
3. Attached images or documentation showing the unavailability of the service (optional).
If the monthly percentage of availability of this request is confirmed by us and is less than the commitment of service, the service credit will be issued in the billing cycle following the cycle in which the request was confirmed. The failure to send the request for service credits and the lack of information detailed above, will disable the possibility of receiving the corresponding service credits in that instance.
Response Time and Support
The service delivered by HCMFront includes user support in the monthly billing cycle. The channel, response time and time of resolution of potential conflicts that users may have is given by the level of severity of the problem, this information is detailed below.
Level 1: The service stopped or suffered such a serious impact that it can not continue working reasonably. You suffer a total loss of service. The operation is mission critical to the business, and the situation is an emergency.
Level 2: Level 2: A serious loss of service is occuring. There are important functionalities that are not available without an acceptable alternative solution, or they are deteriorated or their functionality is limited with significant impact on applications and / or frequent failure of an application. However, operations may continue in a restricted manner.
Level 3: Level 3: There is a slight loss of service. The impact is a drawback that may require an alternative solution to restore functionality.
Level 4: Level 4: You request information, some improvement or clarification of the documentation related to the use of the system, but this does not affect the operation of HCMFront. You do not suffer any loss of service and the result does not impede operation. The requirements (specific needs of certain customers) are not part of the service delivered by HCMFront, so it reserves the decision to implement these requirements or not.
|Severity||Contact way||Response Time*||Resolution Time*|
|Level 1||Phone/Support Email||12 hours||24 hours|
|Level 2||Support Email||24 hours||36 hours|
|Level 3||Support Email||24 hours||30 days|
|Level 4||Online Chat||48 hours||N/A|
* Response Time: The time from when you create a service request until HCMFront responds for the first time.
* Resolution Time: The time from when you create a service request until your problem is resolved.
The service commitment does not apply to any unavailability, suspension, termination or any other HCMFront performance problem that results from: (i) any system maintenance previously warned; (ii) factors beyond our control, including natural disasters, wars or other events that do not depend exclusively on HCMFront; (iii) the termination or suspension of the right to use our services in accordance with the terms and conditions of use of HCMFront (iv) the lack of hardware or limitations of access to the internet below 5 Mbps downlink, 1 Mbps upload and ping greater than 100 ms, by the client.
Support | email@example.com