ServiceChannel Contracts

Service Level Agreement

This exhibit (“Exhibit SLA”) is subject to the terms in Sections 2.2 (Provision of Services) and 2.3 (Protection of Customer Data).

Summary of severity levels and response time

ClassificationFailure DescriptionResponse
Level 1Fatal, no useful work can be done.Resolve within 2 hours, 90% of the time.
Level 2Severe impact, major functionality disabled. Errors cause intermittent system failure. Performance issues.If problem not resolved in 24 hours, status update with projected timeframe for resolution or next update.
Level 3Degraded operations/minimal impact, Errors causing malfunction of non-critical functionality.Status updated provided periodically until resolved.

Classification: Level 1

Failure Description:
Fatal, no useful work can be done.

Response:
Resolve within 2 hours, 90% of the time.

Classification: Level 2

Failure Description:
Severe impact, major functionality disabled. Errors cause intermittent system failure. Performance issues.

Response:
If problem not resolved in 24 hours, status update with projected timeframe for resolution or next update.

Classification: Level 3

Failure Description:
Degraded operations/minimal impact, Errors causing malfunction of non-critical functionality.

Response:
Status updated provided periodically until resolved.

Availability

Scheduled Hours7 days a week, 24 hours a day.
Scheduled Uptime99.5% of scheduled hours.
Scheduled DowntimeAny downtime where Customer is notified in advance.

The services shall be available 99.5% of the time in any given month during the Term, excluding scheduled maintenance coordinated with Customer.

Scheduled Maintenance will be scheduled to avoid impact to service delivery, typically on Saturdays during a window that starts at 2am Eastern Time and has a length of 4 hours.

The services shall be available 99.5% of the time in any given month during the Term, excluding scheduled maintenance coordinated with Customer. In the event the availability of the Services is less than 99.5% in any given month, ServiceChannel shall automatically issue Customer the following credits of the total monthly fees on the corresponding invoice:

Actual Availability of the ServicesCredit Amount
<99.5% to 99%1%
<99% to 98%5%
<98%10%

Additionally, in the event the Services are not available 99.5% for (a) three (3) months consecutively or (b) any three (3) months during a consecutive six (6) month period, then, in addition to all other remedies available to Customer, Customer shall be entitled to terminate this Agreement, without cause, upon written notice to ServiceChannel with no further liability, expense or obligation to ServiceChannel.

Security and Disaster Recovery

SLA1.  Platform Security and Encryption.  ServiceChannel uses industry leading technologies and techniques to secure your systems and data. All data is encrypted in transit and at rest. Data at rest is encrypted using strong cipher AES_256 encryption. All data in transit is encrypted using SSL certificates offering a 2048-bit RSA key (“strong SSL security”). Our deployment of end-to-end encryption for all service transactions through SSL/TLS represents a best industry practice. It encrypts client facility maintenance information transmitted through the ServiceChannel website, including company and contact information, service requests and work history, reports, proposals and invoices. Information is scrambled and then transmitted to a user’s browser where it is decrypted automatically. Other methods of data transmission, such as FTP/sFTP/AS2, can be encrypted as well using standard secure protocols (SSL or SSH).

All ServiceChannel applications reside behind dedicated firewalls and intrusion detection systems. Production servers are located on dedicated and isolated networks protected by industry standard network security. Only authorized personnel (such as ServiceChannel systems engineers) are allowed access to the production network.

Terms and Conditions

SLA2.  Backup, Redundancy and Disaster Recovery.  ServiceChannel applications and data are hosted by a cloud based, highly reliable, secure and scalable platform. All ServiceChannel client data is redundantly stored and distributed in data centers across multiple physical locations. Core ServiceChannel applications are deployed so that in the event of a data center or individual equipment failure, there is sufficient capacity to enable traffic to be load-balanced and rerouted to the remaining sites. By utilizing cloud-based deployment, we isolate our application from our clients’ internal servers, therefore eliminating any chances of unauthorized access to our clients’ internal systems. Contractors and suppliers never access your internal systems. All ServiceChannel client data is automatically backed up on a scheduled basis and stored in multiple locations.

SLA3.  SSAE18 Audited and Compliant.  ServiceChannel provides an SSAE18 audited and compliant platform that is secure, can scale, is regularly backed up, is redundant, runs at peak performance, and can recover from unforeseen disasters. ServiceChannel’s platform has been certified as SSAE 18 (SOC 1 Type II) compliant. This compliance demonstrates that your data is both held in a secure computing environment and can be accessed by authorized users only. SSAE 18 can be incorporated into a Sarbanes-Oxley compliance program and can help you comply with other regulations including IPAA, GLBA and ISO 27001

SLA4.  Redundant Telecom Systems.  ServiceChannel maintains redundant, cloud IP-based telecom systems. This includes our telephone, call center, and IVR systems. In the event of a problem delivering calls to our primary telecom system the calls are automatically rerouted to alternate systems. Due to the IP-based nature of our telecom infrastructure, the switchover is seamless.