Service Level Agreement

This Service Level Agreement outlines the terms under which the Enboarder services are offered to its customers. It may be revised from time to time.

SYSTEM AVAILABILITY
Enboarder will take appropriate measures in terms of redundancy, monitoring and platform management so as to guarantee optimal service availability outside of planned maintenance windows. Enboarder guarantees a monthly uptime of 99.9%. Downtime shall not include any time the Online Services are unavailable during planned downtime for scheduled maintenance where applicable. Enboarder will use best efforts to schedule downtime outside of Normal Business Hours. Downtime shall begin to accrue as soon as Customer (with notice to Enboarder as described below) recognizes that downtime has occurred and continues until the availability of the Service is restored.

REMEDIES
Customer may be eligible to receive a service level credit for downtime in accordance with Table 1. In order to receive the service level credit, Customer must notify Enboarder in writing within 10 days from the end of the relevant month in which the downtime occurred. Any applicable service level credit will be applied towards Customer’s future invoice(s). Such credits may not, in any event, be redeemed for cash and shall not be cumulative beyond a total number of credits that equals up to seven (7) days of fees for the applicable Online Service(s) in any one (1) calendar month. Customer is not entitled to any service level credit if: 1) Customer is in breach of the Agreement (including Customer’s payment obligations) or 2) downtime which results from third-party connections or utilities that are beyond Enboarder’s control. The remedies described herein shall be Customer’s sole and exclusive remedy and Enboarder’s entire liability, in connection with this SLA.

Table 1: Service Level Credit Calculation

*Average Daily Subscription Fee is calculated as 1/365 of the annual Subscription Fee set out in the applicable Order Form

Customer Support
Enboarder provides 24/5 Global Customer Support. We have the below resources available to all customers:

• Help Centre — With over 250+ expertly crafted articles, we can walk you through almost anything Enboarder-related.
• Enboarder Academy — Whether you’re new to Enboarder or ready to take your skills to the next level, Enboarder Academy is a learning hub designed to help you become an Enboarder Pro. The Academy will help you gain the skills and knowledge needed to create world-class employee experiences that connect, engage, and grow your people.
• Customer Community — This is a vibrant community of our customers where we discuss use cases, case studies, product wish lists, and product releases.

To contact our Customer Support team

• Log a support ticket via the In-Product Support
• Alternatively email support@enboarder.com

First Response SLAs
Service Level / Response time

Resolution SLAs
Service Level / Response time

*Service Level Agreement Definitions
P1: Production down: Production system, application or critical feature is down. All application links are not working, Admin application is not accessible, SMS/Email deliverability is blocked. Critical features relate to the Workflow Builder & Settings.
P2: Account Operation Blocked: Non-critical but still urgent functionality. Single account cannot access application or links, Integration is not processing. Non critical feature relates to Reports, Dashboard & MyDashboard
P3: Production Operation Impacted: A non-critical feature is not working correctly and is impacting use of the platform, while other functionality is working correctly. A workaround may still be available. Single account cannot access application or links, Integration functionality is impacted.
P4: Minor issue: A minor issue is impacting usability of the application, but a workaround is available and critical features are working correctly.