This document addresses Babbage Insight’s following policies:
This Service Level Agreement (“SLA”) outlines the service performance standards, commitments, and obligations of Babbage Insight (“Service Provider”) to its clients (“Service Recipients”) for the provision of Services. The SLA ensures clarity on uptime, downtime, maintenance, escalation processes, and other critical terms to deliver consistent and reliable services.
This SLA applies to the use of services as provided by the Service Provider. It defines the service levels, support terms, and remedies available to Service Recipients if the Service Provider fails to meet its commitments. This SLA forms part of the agreement between the Service Provider and the Service Recipient.
Service Provider guarantees a monthly uptime of 99%.
Uptime Calculation:
Exclusions:
Downtime refers to any period during which the Service is unavailable or inaccessible due to issues on the Service Provider’s side.
Reporting: Downtime incidents must be reported through the official support channels.
Service Credits: Service Credits are defined as the extension of the Service Agreement past the Initial Term, without additional payment, by a pro-rated number of days corresponding to the amount of Service Credit available proportional to the Software Subscription Fees.
Compensation: If uptime falls below 99%, Service Credits will be issued as follows:
Severity Level | Definition | Initial Response Time | Resolution Time |
---|---|---|---|
Critical | Complete service outage or severe impact. | 15 minutes | 2 hours |
High | Major functionality is impaired. | 1 hour | 6 hours |
Medium | Minor functionality issues or performance. | 4 hours | 1 business day |
Low | General queries or cosmetic issues. | 1 business day | 5 business days |
Upon termination, the Service Provider will provide reasonable assistance to facilitate the migration of the Service Recipient’s data and services to a new provider or system. Data migration requests must be made within 30 days of termination.
All client-initiated queries must be sent by email only to support@babbageinsight.com. The Service Provider shall make all points in the Escalation Path (section 3.2) accessible through this channel.
This SLA reflects the service provider’s commitment to delivering high-quality and reliable Services. By using our Services, the Service Recipient agrees to the terms and conditions outlined in this document.
This document addresses Babbage Insight’s following policies:
This Service Level Agreement (“SLA”) outlines the service performance standards, commitments, and obligations of Babbage Insight (“Service Provider”) to its clients (“Service Recipients”) for the provision of Services. The SLA ensures clarity on uptime, downtime, maintenance, escalation processes, and other critical terms to deliver consistent and reliable services.
This SLA applies to the use of services as provided by the Service Provider. It defines the service levels, support terms, and remedies available to Service Recipients if the Service Provider fails to meet its commitments. This SLA forms part of the agreement between the Service Provider and the Service Recipient.
Service Provider guarantees a monthly uptime of 99%.
Uptime Calculation:
Exclusions:
Downtime refers to any period during which the Service is unavailable or inaccessible due to issues on the Service Provider’s side.
Reporting: Downtime incidents must be reported through the official support channels.
Service Credits: Service Credits are defined as the extension of the Service Agreement past the Initial Term, without additional payment, by a pro-rated number of days corresponding to the amount of Service Credit available proportional to the Software Subscription Fees.
Compensation: If uptime falls below 99%, Service Credits will be issued as follows:
Severity Level | Definition | Initial Response Time | Resolution Time |
---|---|---|---|
Critical | Complete service outage or severe impact. | 15 minutes | 2 hours |
High | Major functionality is impaired. | 1 hour | 6 hours |
Medium | Minor functionality issues or performance. | 4 hours | 1 business day |
Low | General queries or cosmetic issues. | 1 business day | 5 business days |
Upon termination, the Service Provider will provide reasonable assistance to facilitate the migration of the Service Recipient’s data and services to a new provider or system. Data migration requests must be made within 30 days of termination.
All client-initiated queries must be sent by email only to support@babbageinsight.com. The Service Provider shall make all points in the Escalation Path (section 3.2) accessible through this channel.
This SLA reflects the service provider’s commitment to delivering high-quality and reliable Services. By using our Services, the Service Recipient agrees to the terms and conditions outlined in this document.