Maxyfi Service Level Agreement
Commitment to reliability, outlining service standards for debt management excellence
Service Level Agreement
This Service Level Agreement ("SLA") specifies Maxyfi's Debt Collection Software (the "Service") online availability guarantees, support service response times, and refunds payable if real availability does not match those criteria. In addition to Support (as described in the Agreement), the SLA is given.
Availability - Except for Planned Maintenance, Emergency Maintenance, and Uncontrollable Events ("Availability"), the Service will be available from the Maxyfi production data center's Internet connection points 99.5% of the time each calendar month.
Planned Maintenance - Each week, "Planned Maintenance" may last up to four hours.
Emergency Maintenance - "Emergency Maintenance" refers to actions that must be completed immediately to ensure the Service's and its infrastructure's security and functioning, such as software and network security patches and upgrades.
Uncontrollable Events - Natural catastrophes, telecommunications system disruptions, illegal conduct by Maxyfi's customers, and civil disruption are examples of "Uncontrollable Events" that hinder Availability and are beyond Maxyfi's reasonable capacity to control.
Credits for Service Level - If the availability is less than 99.5%, Service Level Credits are issued.
| Availability % | Service Level Credit % |
|---|---|
| 99% to 99.49% | 10% |
| 98% to 98.99% | 20% |
| 98% to 98.99% | 35% |
| 98% to 98.99% | 50% |
| Under 95% | 100% |
The Service Level Credit % will be applied to the Service's adjusted monthly price for the month in which the Availability was less than 99.5%.
For illustrative purposes only:
| Hours per Month | 24 hours, 30 days (about 4 and a half weeks) a month | 720 |
|---|---|---|
| Excused Non-Availability | ||
| Weekly Planned Maintenance | 4 hours per week, 4.2 weeks per month | 16.8 |
| Monthly Planned Maintenance | 4 hours per month | 4 |
| Emergency Maintenance | Variable | .5 |
| Uncontrollable Events | Variable | 0 |
| Subtotal Excused Non-Availability Hours | 21.3 | |
| Availability Hours | Hours per Month less Excused Non-Availability Hours | 698.7 |
| Unexcused Non-Availability Hours | ---- | 3 |
| Net Availability Hours | Availability Hours minus Unexcused Non-Availability Hours | 695.7 |
| Availability % | Net Availability Hours divided by Availability Hours (695.7/698.7) | 99.57% |
A Service Level Credit can be requested by emailing "support@maxyfi.com ". The Service Level Credit will be added to the yearly bill for the year in which it was requested and verified by Maxyfi. If the client does not renew at the end of the term, they will get a refund/credit for the acceptable Service Level Credit amount. Maxyfi's only responsibility, and the Customer's single and exclusive remedy, for Maxyfi's failure to satisfy the criteria of this SLA is the Service Level Credit.