Service Policy
Document Summary
This document addresses Babbage Insight’s following policies:
- SLA (Service Level Agreement): defines the measurable levels of service the provider must deliver.
- Issue Management: how customer complaints and grievances are identified, acknowledged, redressed, and resolved.
- Escalation: process for escalating unresolved issues to higher levels of authority or expertise.
Service Level Agreement
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.
1. Scope of the SLA
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.
2. Key Service Commitments
2.1 Uptime Commitment
Service Provider guarantees a monthly uptime of 99%.
Uptime Calculation:
Exclusions:
- Scheduled Maintenance (Section 2.3).
- Force majeure events, such as natural disasters, acts of war, or government mandates.
- Service Recipient-side issues, such as network failures or misconfigurations.
2.2 Downtime
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:
- 95% – 99% uptime: 5% of the monthly subscription fee.
- 90% – 94.99% uptime: 10% of the monthly subscription fee.
- Less than 90% uptime: 20% of the monthly subscription fee.
2.3 Scheduled Maintenance
- Scheduled Maintenance will occur during off-peak hours: [e.g., Sundays from 2:00 AM to 6:00 AM UTC].
- Service Recipients will receive at least 48 hours’ advance notification for scheduled maintenance.
- Maintenance will not exceed 8 hours per month, except for exceptional circumstances, which will be communicated promptly.
3. Escalation Matrix
3.1 Response Times
| 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 |
3.2 Escalation Path
- Tier 1 Support Team: First point of contact for all client issues.
- Tier 2 Technical Team: Handles unresolved critical or high-severity issues.
- Escalation Manager: Oversees prolonged or unresolved issues.
- Executive Team: Handles escalations significantly impacting SLA commitments or business continuity.
4. Monitoring and Reporting
- Service Monitoring: The Service Provider will employ monitoring systems to track uptime and performance metrics.
- Incident Reports: Service Recipients may request detailed reports for any major downtime or service disruptions.
- Performance Reviews: Quarterly performance review reports are available upon request, detailing key metrics such as uptime and resolution times.
5. Data Ownership and Access
- Data Ownership: The Service Recipient retains full ownership of all data uploaded to the platform.
- Data Access: Upon termination, the Service Recipient can request data export within 30 days. The Service Provider will assist in the export process.
6. Disaster Recovery and Business Continuity
- Disaster Recovery Plan: The Service Provider maintains robust backup and disaster recovery processes.
- Recovery Objectives:
- Recovery Time Objective (RTO): 12 hours
- Recovery Point Objective (RPO): 24 hours
- The Service Provider commits to restoring services promptly in the event of a disaster.
7. Termination Assistance
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.
8. Security and Compliance
- Security Measures: The Service Provider employs industry-standard security protocols to protect client data, including encryption, firewalls, and regular vulnerability assessments.
- Breach Notification: Service Recipients will be notified of any data breaches within 24 hours.
- Compliance: The Service Provider adheres to relevant data protection laws of the United States and India.
9. Penalty Caps
- Service Credits are the exclusive remedy for SLA breaches.
- Total credits issued cannot exceed 50% of the monthly subscription fee.
10. Intellectual Property Rights
- Service Provider Rights: The Service Provider retains all rights, title, and interest in the software, including any improvements, updates, or enhancements.
- Service Recipient Rights: The Service Recipient retains ownership of their data.
11. Communication Channels
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.
12. Miscellaneous
12.1 Feedback and Dispute Resolution
- Service Recipients may submit feedback or formal complaints through designated channels.
- The Service Provider commits to resolving disputes within 30 days.
12.2 Modifications to the SLA
- The Service Provider reserves the right to update this SLA. Service Recipients will be notified of changes at least 30 days before implementation.
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.