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 (calculated on a 24-hour basis) that the Services are accessible, excluding Permissible Downtime. Uptime does not apply to test, development, beta, sandbox, or other non-production environments, which are exempt from this SLA.
"Permissible Downtime" refers to any downtime caused by (i) scheduled maintenance by Amitech with prior notice (not later than 7 days) or unscheduled maintenance with prior short notice (not later than 4 hours); (ii) the Customer’s inability to connect to the internet or third-party systems; (iii) delays, actions, or inactions by the Customer or its agents, contractors, or vendors; (iv) unavailability of third-party systems not managed by Amitech; or (v) any factors beyond Amitech’s reasonable control, including time taken by third parties to address issues with their systems.
A "Service Credit" is a credit applied to future Amitech Group service fees, based on the amounts specified in the SLA’s tables.
"Outage" refers to a scenario where the Service is unavailable to the majority of the customer base, or a critical business process is hindered with no available workaround from Amitech. This does not include scheduled or unscheduled maintenance notified by Amitech.
**“**Severity Levels” are defined as the degree of severity assigned by Amitech to allow prioritization of incoming tickets. Amitech will work with the Customer to assign the appropriate Severity Level to a ticket according to the Urgency Level specified by the Customer and the Severity Level definitions below. Amitech may reclassify the Severity Level of a ticket submitted by the Customer at its reasonable discretion.
Urgent Priority (Severity Level 1)
a. System is down.
b. A critical business process is blocked, and there is no reasonable workaround.
High Priority (Severity Level 2)
a. System is severely degraded but still operational.