Service Level Agreement
Last updated on November 22, 2024.Our Service Level Agreement guarantees all of our customers a certain level of quality.
This SLA outlines the services to be provided by Gentlent (the "Service Provider"), the performance levels to be achieved, and the responsibilities of both parties.
1. Definitions
- "Uptime" is the time during which the Service is operational and available to the Client.
- "Downtime" is the time during which the Service is not operational and unavailable to the Client.
- "Response Time" is the time taken by the Service Provider to respond to the Client's issues or requests reported through the appropriate support channels.
- "Availability" in percent (%) is calculated on a monthly average and defined as follows:
Availability [%] = ((contractual service time - unplanned downtime) / contractual service time) × 100
- "GA" are products or services that are generally available and not marked as in-development, preview, beta, or work in progress.
2. Service Scope
The following services are covered by this SLA:
- All paid-for GA products on our self-service platform (my.gentlent.com);
- Services manually contracted and invoiced with the Service Provider, if they are hosted on the Service Provider's infrastructure;
- Custom services, products and solutions developed and hosted by the Service Provider, if this SLA was explicitly referenced in a written contract.
2.1. Service Availability
The Service Provider guarantees an Uptime of 99.95% per month for the services covered by this SLA. Scheduled maintenance shall be excluded from the uptime calculations.
2.2. Support and Response
Support shall be provided via our support email address and the live chat on www.gentlent.com during business hours. The Service Provider agrees to respond to support requests as follows:
- Critical Interruptions: within 2 hours
- High Priority: within 4 hours
- Medium Priority: within 8 hours
- Low Priority: within 24 hours
Outside of business hours, the Service Provider shall respond to high priority or critical interruptions with a best-effort approach. For emergencies affecting the core infrastructure, the Service Provider may provide a 24/7 emergency phone number or contact.
3. Client Responsibilities
The Client agrees to:
- Ensure compatibility of its systems with the Service;
- Report issues promptly using the agreed support channels;
- Use the Service Provider's services in accordance with the law and the Service Provider's terms of service;
- Keep their account credentials confidential and secure;
- Ensure that their account information is up-to-date and accurate.
4. Performance Monitoring
The Service Provider shall monitor the performance of the services covered by this SLA and provide the Client with availability metrics on a regular basis.
5. Service Credits
If the Service Provider fails to meet the Uptime guarantee in a given month, the Client may request a service credit. The service credit shall be calculated as follows:
- Uptime less than 99.95%: total of 5% service credit1;
- Uptime less than 99.5%: total of 10% service credit;
- Uptime less than 99%: total of 20% service credit;
- Uptime less than 95%: total of 50% service credit;
- Uptime less than 90%: total of 100% service credit.
—
1 99.95% Uptime is equivalent to roughly 21m 44s of Downtime per month.
1 99.95% Uptime is equivalent to roughly 21m 44s of Downtime per month.
6. Term and Termination
This SLA shall be effective upon the Client's acceptance of the Service Provider's terms of service and shall remain in effect until terminated by either party.
7. Changes to the SLA
The Service Provider reserves the right to amend this SLA at any time. The Client shall be notified of any changes in writing or via email.
8. Limitations of Liability
The Service Provider's liability to the Client for any cause whatsoever shall be limited to the total amount paid by the Client under this Agreement.
An official Gentlent website. Official Gentlent websites are always linked from our website gentlent.com, or contain an extended validated certificate.