Service Level Agreement for Cloud Services

1. PARTIES

This Service Level Agreement (“SLA”) is an agreement entered into between:
  1. Infowise Solutions Ltd, located at 1920 Yonge St, Suite 200, Toronto, ON M4S 3E2, Canada, incorporated in the Province of Ontario under #002348529, referred hereafter as “Infowise”.
  2. Client of Infowise cloud-based services, referred hereafter as “User”.

2. DEFINITIONS

The following definitions shall apply for purposes of this Service Level Agreement:

3. INFOWISE INFRASTRUCTURE

Infowise utilizes several hosted web applications and a hosted database. Services are physically located at the Azure data centres in Eastern US and Western Europe. The following infrastructure components are currently in use:

4. DATA ACCESS AND STORAGE

Infowise add-ins are intended and designed to have access to User data, including list items, documents and, when allowed so, mail boxes and calendars. In most cases the allowed access includes the ability to read, write and delete all data. Additionally, when Infowise add-ins access the data, it may pass through the public network to Infowise web servers for processing. All traffic is protected by Secure Sockets Layer (SSL) and encrypted, preventing unauthorized access by third parties.

Infowise servers do not retain the User data beyond the short period of time required for processing (usually, several seconds) and even then, it’s held only in the server random access memory and not on any media. The exceptions to this rule are:

5. MAINTENANCE AND AVAILABILITY

From time to time, the Hosting Provider (Microsoft Azure) may perform scheduled maintenance of their infrastructure, affecting Infowise Service, on rare occasion resulting in short disruptions of service. The maintenance windows are usually defined during period of low usage, such as weekends. Notice of such interruptions is posted by the Hosting Provider and re-posted by Infowise by the means of the website blog.

Although highly unlikely, there is always a possibility of a catastrophic hardware failure and emergency recovery. Infowise infrastructure is designed to prevent most such failure scenarios, specifically through hosting various virtual machines on separate physical hardware and separate physical locations, but it is technically impossible to mitigate them completely.

In no case shall a service interruption caused by the Hosting Provider, whether planned or not, be considered an Error according to this Service Level Agreement.

6. PERFORMANCE AND RESPONSE TIMES

Infowise hardware and software was designed to optimize performance and response times.

The web servers are designed to handle the average load utilizing under 25-30% of CPU resources and under 60% of RAM, databases are designed to utilize under 10% total resources.

The software was written and tested with performance being one of the most important criteria. Nevertheless, being a highly-configurable add-on to a 3rd party product (Office 365), there are some inherent causes for less than adequate response times, errors or total lack of response:

7. SUPPORT INCIDENTS AND RESOLUTION

Users are permitted to contact Infowise for support when: Users who purchased their subscription through a third party are expected to seek first-level support with their specific vendor.

A support ticket can be created by sending an email to support@infowisesolutions.com. The user will receive an immediate automated response indicating the ticket number for future references. This email does not constitute “initial support” as described above.

The support provider may request additional information from the User and expect adequate response to help solve the issue. Logging might need to be enabled for the particular web site, in some cases direct access credentials or web sessions might be required as well.

Although we strive to provide the fastest possible response for each customer, we reserve the right to prioritize support tickets according the affected scope and urgency.

8. SERVICE FEES

Customers are required to pay all the Service Fees specified in the order. Subscription prices are quoted in US dollars on a monthly basis, the actual billing is performed annualy (monthly fee multiplied by 12 months). Additional sales taxes may be added when applicable. The fees are paid for one year in advance. The yearly subscription is not cancelable and not refundable. Customers may choose not to renew their subscriptions at the end of the current annual billing cycle.

Unless stated otherwise in the order form, all fees must be paid within 30 days of purchase. Infowise reserves the right to stop service due to non-payment.

9. SERVICE LEVEL GUARANTEE

We guarantee that your cloud services will be available 99.9% of the time in any given billing period. If we fail to meet this guarantee, you will be eligible for a credit calculated as a percentage of the Service Fees, as follows:
Five percent (5%) of the Service Fees for each 30 minutes of unavailability per month, after the first 0.1% of unavailability during the month, up to one hundred percent (100%) of the Service Fees.

You shall not be entitled to a credit if the downtime occurred due to misconfiguration, deletion of configuration settings or other changes performed by User both within Infowise components and within Office 365. Infowise will also not be responsible for downtime caused by problems encountered by the Hosting Provider. Under no circumstances shall Infowise be responsible for loss or alteration of User data resulted from using Infowise services.

Source URL: https://www.infowisesolutions.com/cloudsla
© 2018 Infowise Solutions Ltd.
Last updated: Mon 28 May, 2018