This Service Level Agreement (“SLA”) applies to the ‘B2B/B2C Marketplacer Connector by Amitech Group’ (“Connector”, “Amitech Connector”, “Service”, “Services”) and outlines the terms of service provided under the B2B/B2C Marketplacer Connector by Amitech Group’ Terms of Service (the “TOS”) between Amitech Group, LLC (“Amitech”, “Amitech Group”, “we”, “us”) and users of the Connector (“Customer”, “you”). This SLA is specific to each account using the Connector, and unless otherwise stated, it is governed by the terms of the TOS. All capitalized terms not defined herein will carry the meaning ascribed to them in the TOS. Amitech Group reserves the right to amend this SLA under the TOS.
The following definitions apply to the terms used in this SLA:
"Uptime" refers to the percentage of time within a calendar quarter that the Service is accessible, excluding Permissible Downtime. This does not apply to non-production environments (e.g., test, development, beta).
"Permissible Downtime" refers to any downtime caused by (i) scheduled maintenance with prior notice; (ii) the Customer’s inability to connect to the internet or third-party systems; (iii) delays or actions by the Customer; (iv) unavailability of third-party systems not managed by Amitech Group; or (v) factors beyond Amitech Group’s reasonable control.
A "Service Credit" is a credit applied to future service fees, calculated as specified in this SLA.
An "Outage" is a scenario where the Service is unavailable to the majority of the customer base, or a critical business process is blocked with no available workaround from Amitech Group. This does not include Permissible Downtime.
The classification assigned by Amitech Group to prioritize incoming support tickets. Amitech Group may reclassify a ticket's severity at its reasonable discretion to ensure alignment with the official definitions below.