Service Level Agreement
Loop54 SLA
This SERVICE LEVEL AGREEMENT (”SLA”) are made by and between the party on whose behalf they are accepted (“Customer”) and Loop54 (“Loop54”) and are effective as of the date they are accepted by the Customer.
“Loop54” means either (i) The Loop54 Group AB, Company no: 556815-0451, with offices at Barnhusgatan 20, SE-111 23 Stockholm, Sweden or (ii) Loop54 Ltd, Company no: 10446599, with the legal address St James House, 13 Kensington Square, London, W8 5 HD, United Kingdom, depending on what is specified in the Service Order. The parties are hereinafter each referred to as a “Party” and jointly as the “Parties”.
Last updated: 2019-09-18
Effective date: 2019-10-18
Expiration date: 2023-07-31*
1. DEFINITIONS
1.1 'REACTION PERIOD' - The period from the time a deficiency has been reported until the time Loop54, at the latest shall have commenced the work on the trouble shooting.
1.2 'THIRD PARTY PRODUCT' - Content, service or product, which is specifically stated to be a third party product or who's copyright obviously belong to someone else than Loop54.
1.3 'FALL-BACK SOLUTION' - a by Loop54 provided search engine which shall respond on critical calls in the event the Service breaks down. These critical features include:
• Search queries
• Faceting functions
• Category and product listings
2. OPERATIONAL GUARANTEE AND COMPENSATION
2.1 OPERATIONAL GUARANTEE
Loop54 is responsible for supervising that the system responds at least one (1) time per minute in order do ensure continuous operation.
2.2 ASSESSMENT AND REACTION MODEL DEPENDING ON THE PRIORITY LEVEL
|
SEVERITY LEVEL
|
EFFECT
|
|
|
Service not available
|
Level 1
|
Limited functionality (fall-back solution)
|
Level 2
|
Non-critical solution not available
|
Level 3
|
THE HOURS BELOW ARE IN CENTRAL EUROPEAN TIME (CET).
For clarity, during summer (from last Sunday of March to last Sunday of October) the hours below are observed as CEST.
LEVEL 1
Scenario: The Service breaks down and the fall-back solution does not occur.
Reaction period:
SLA-type
|
Office hours (9-18, Mon-Fri)
|
7-9, Mon-Fri
18-24, Mon-Fri
9-19, Sat-Sun
|
Remaining hours
|
PREMIUM
|
Immediate
|
2h
|
3h
|
BASE
|
Within 2h
|
Next work day
|
Next work day
|
LEVEL 2
Scenario: The fall-back solution is in effect.
Reaction period:
SLA-type
|
Office hours (9-18, Mon-Fri)
|
7-9, Mon-Fri
18-24, Mon-Fri
9-19, Sat-Sun
|
Remaining hours
|
PREMIUM
|
1h
|
4h
|
6h
|
BASE
|
Next work day
|
Next work day
|
Next work day
|
LEVEL 3
Scenario: A non-critical feature is not available.
Reaction period:
SLA-type
|
Office hours (9-18, Mon-Fri)
|
7-9, Mon-Fri
18-24, Mon-Fri
9-19, Sat-Sun
|
Remaining hours
|
PREMIUM
|
Same day
|
Next day
|
Next day
|
BASE
|
Next work day
|
Next work day
|
Next work day
|
2.3 MONTHLY GUARANTEED UPTIME
The monthly guaranteed uptime is 99,99%.
2.4 OUTAGE
Outage means a deficiency which falls under Level 1 according to section 2.2 above. An operational shut-down is considered to be in effect when the Service does not respond on incoming calls for at least 4,32 consecutive minutes.
2.5 LOOP54 INVOICE CREDITS
Customers who subscribe to Loop54 plans covered by this SLA will be entitled to invoice credits for any Outage that fails to meet the monthly guaranteed uptime. Invoice credits will be calculated as follows:
Credit = Plan Price * (Outage Period Minutes * Acceleration Ratio) ÷ Minutes in the applicable service month
The Acceleration Ratio and maximum invoice credit available for each SLA type is as follows:
- Loop54 Base SLA
- Acceleration ratio = x100
- Capped to 100% of one month Plan Price
- Loop54 Premium SLA
- Acceleration ratio = x1000
- Capped to the subscription fee paid for the six service months immediately preceding the service month with the applicable Outage.
2.6 EXAMPLE OF CREDIT CALCULATION TABLE
The following figures demonstrates the percentage of monthly subscription fees that may be credited based on SLA type and specified levels of Outage:
Outage
|
Base SLA
|
Premium SLA
|
1 min
|
0 %
|
2 %
|
5 mins
|
1 %
|
12 %
|
20 mins
|
5 %
|
46 %
|
1 hour
|
14 %
|
139 %
|
2 hours
|
28 %
|
280 %
|
4 hours
|
56 %
|
560 %
|
2.7 INVOICE CREDITS TERMS AND CONDITIONS
• The elected SLA -type (Base or Premium) is specified in the Service Order.
• Credits will be applied to the invoice following the service month credit was accrued.
• A pending credit does not release a Customer from its obligation to pay Loop54 invoices submitted for payment in full when due.
• In order for a Customer to be eligible to receive a credit under this SLA the Customer must use the latest version of Loop54 API clients.
3. OBLIGATIONS
3.1 LOOP54'S UNDERTAKINGS
Loop54 shall, in a professional manner, perform what is required in order to fulfil the Agreement. Loop54 may contract a subcontractor, but is liable for the subcontractor’s work as if it was its own. In respect of maintenance of third party products, Loop54’s undertaking includes, unless otherwise agreed, that Loop54 shall, in a professional manner, try to remedy deficiencies related the third party product. If Loop54 nevertheless is not able to remedy the deficiency itself, shall Loop54 immediately report the deficiency to product supplier and forward any possible solutions provided by the product supplier to the customer. In addition to this, Loop54 has no obligations for maintenance of the third party products.
3.2 EXCEPTIONS FROM UNDERTAKINGS
Deficiencies caused by changes made by the customer or interference in the implementation which has been made without the Loop54’s written approval or by negligence of the customer. Deficiencies caused by viruses or other external attacks, unless introduced by Loop54’s negligence, or deficiencies caused by a third party or other circumstances beyond Loop54’s control.
Loop54 shall furthermore also be considered discharged from liability regarding Outages caused by circumstances beyond Loop54’s control (force majeure), for example disruption of telecommunications, failure or delay of internet services providers or internet disturbance, disruption of power or other essential services, act or omission of authorities, natural disaster, serious decease or death, organized criminality, war or similar events, burglary, theft, data trespass, fire, lightning, epidemics.
3.3 REPORTING RESPONSIBILITIES
All Parties to this Agreement are responsible for reporting incidents received based on its own alarms or observations.
Errors which fall under Level 1 according to section 2.2 above is reported by the customer to:
Primarily: 0046-(0)8 217717 (Phone)
Secondly: support@loop54.com
Errors which falls on Level 2 or below according to section 2.2 is reported by the customer to:
Primarily: support@loop54.com
Secondly: 0046 (0) 8 217717 (Phone)
*For customers who have agreed until 2023-07-31, the existing terms and conditions remain unchanged. If you have any questions or need assistance, we are here to help.